Insurance Management

Process and Quality Management

Integrated course, 3.00 ECTS


Course content

This course introduces process-oriented thinking during business routines, and focuses on process classes specific to the bank and insurance industry. Quality management and optimisation of processes are a key topic.

The core contents of this course include:
[1] Definition and role of business processes;
[2] Process-oriented thinking; modelling of processes; process landscape;
[3] Documentation of business processes; importance of knowledge management within a corporation;
[4] Typical business processes in banking;
[5] Typical business processes in insurance;
[6] Internal quality management in banking/insurance; competitive advantage through QM.
Optional contents can include:
[7] Quality management systems and certifications; certification requirements;
[8] Requirements of the DIN EN ISO 9000 certification;
[9] Six Sigma system.

Learning outcomes

Successful participants have a detailed knowledge of selected topics in operations management. In particular, they are aware of the methods used in modern project management in order to efficiently obtain solutions in team settings. They are also able to evaluate and improve the quality and efficiency of business processes, and they understand the central role of managing and documenting information within a corporation.

Post completion of this module, students show methodical competence in the areas of process and project management which they are able to implement in their work routines, for example, during the management and documentation of processes or quality management tasks. Group projects allow students to further strengthen their team, social and presentation skills.

Recommended or required reading and other learning resources / tools

References: Bätscher/Lürzer (2012): Qualitätsmanagement in der Assekuranz: Konzepte auf dem Prüfstand, Gabler. Greßler/Göppel (2012): Qualitätsmanagement, Bildungsverlag EINS. Heinrich/Stelzer (2011): Informationsmanagement. Krcmar (2009): Informationsmanagement, Springer. Litke et al (2012): Projektmanagement, Best of, Haufe. Moormann/Schmidt (2006): IT in der Finanzbranche, Springer. Patzak/Rattay (2008): Projektmanagement, Linde. Plate (2005): Qualitätsmanagement im Bankbetrieblichen Kreditgeschäft, Gabler. Schmitt/Pfeifer (2010): Qualitätsmanagement - Strategien, Methoden, Techniken, Hanser. Zarnekow et al (2004): Informationsmanagement, dpunkt.
Academic journals: -

Mode of delivery


Prerequisites and co-requisites


Assessment methods and criteria

ILV: final exam, assessment of active course participation