Lazarević, prof. dr Anđela

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Andjela Lazarevic is a Senior Advisor for the Integrated Management System in Dunav Insurance Company, an Associate Professor at the Faculty of Mechanical Engineering in Niš, and an Assistant Research Professor. In addition to undergraduate, post- graduate, and doctoral studies at the Faculty of Mechanical Engineering in Niš, she earned a Master of Business Administration degree at the Athens University of Economy and Business in Athens, Greece. She was employed at the Serbian Ministry of Energy and Mining for more than ten years, where she worked on strategic and operational aspects of local energy systems, especially district heating systems, and efficiency and renewable energy sources. She additionally gained her professional experience working on the state governance system reforms at the Cabinet of the Vice- President of the Serbian Government. Since 2012, she has been employed at the Dunav Insurance Company as an Advisor to the CEO for energy issues, and subsequently as an Insurance Risk Assessor of the complex risks for the property insurance, and an Internal Auditor for Integrated Management System. Since 2013, she has also been employed as an Assistant Professor at the Faculty of Mechanical Engineering in Niš, and then as an Associate Professor, teaching Knowledge Management. Her fields of scientific interest are automated design of the manufacturing processes by various methods, knowledge management systems, and integrated management systems (quality management systems, information security, energy, environmental protection management system, business continuity management system, etc.), as well as human resource management system.

UDK: 368.032.1:60:35.073.511:011.92:621-34/-38:681.322:368.025.6: 681.322.2(913.0)


Modern business imposes the need for permanent improvement and enlargement of organizational knowledge, which results in a need to adopt formal mechanisms and tools to facilitate this process and make it efficient. As knowledge plays a decisive role in achieving the business goals in insurance companies, establishing adequate knowledge management can positively affect people, services, procedures and overall organizational functions. This paper shows a global research tendency of the introduction of knowledge management into insurance companies, but also points to the importance and role that insurance companies should dedicate to such knowledge in order to transform further the wealth of data and information they possess into applicable knowledge. The paper presents the basic knowledge management procedures, such as knowledge discovery, capture, storage, share and application that, together with appropriate knowledge management mechanisms and technologies, lead to long-term and systematic business improvements, prevent the loss of organizational knowledge and reduce work time. In these activities, support and active involvement of toplevel management is a prerequisite for success.

Key words: Organizational knowledge, knowledge management, knowledge management procedures, intellectual capital

UDK: 778.123:17.023.34:336.714.132:124:65.018:368-006.88


The paper briefly describes the manner in which quality concept has evolved from inspection and quality control, to quality management system, stressing the contribution of a so-called „quality guru“ and subsequent excellence which has become a form of standard for a successful performance. The series of quality management standards and quality management systems are presented, together with current versions of related standards and manners in which they can be applied in organizations. Quality management systems need to be constantly improved through the concepts defined in the very standards. The organization, which sets the quality as one of its priorities, actually puts the customers’ needs and satisfaction first. The paper provides the main guidelines for achieving quality in an organization and methods for measuring customer satisfaction.

Key words: quality; customer satisfaction; management systems; standards

UDK: 347.823.2+368.023.1:368.025.4:368.10:656.037.851(4-672EEZ)


The objective of this paper is to present the basic processes in the insurance companies, which are related to the risk assessment of the critical infrastructure. The term critical infrastructure was defined pursuant to the domestic and European legislation. The role of the insurers, namely its sector in charge of the risk assessment and control in critical infrastructure protection was presented. The paper also shows the characteristic parts of the critical infrastructure of certain insureds, identified as critical by the insurers, and, as such, considered in the scope of the activities of the sector in charge of risk assessment and control.