DefinePK

Abstract

The existing architecture of Information technology system in service organization is designed as a modularity structure.  However, in fact, there is a concern about information technology interdependency especially data and processes linkage of each system. It is sustain that information flow can be constructed of the requirements from different users background, knowledge ability, own interest, and in different timeframe. Even though company put high investment in advance information technology systems, but there is a lack of relation interdependency among them which can be costly and caused ineffective resource utilization. The objective of this research is to develop holistic IT systems for a service process innovation by following 5D model. We began by studying the existing IT systems, process flows in case service organizations, followed by semi-structured in-depth interview with ten project members from the three case studies. Action research is conducted by a better and simpler techniques solution as an innovative 5D model of service innovation development process in claim motor insurance which we selected the leading top ten insurance firms in Thailand. The 5D model approach provides a comprehensive process with clear direction and useful tools and techniques at each step. The new developed IT systems of claim motor insurance re-engineering project took one year and two months which yield the result of approximately 79 percent time-consuming reduction at each claim. The new IT systems ensure the competitive advantage in terms of high effective process and cost efficient for insurance firms in long-term.