Title: A novel mixed resilience engineering and macroergonomics framework for performance evaluation of an insurance company

Authors: Mehrdad Sarani; Mojtaba Hamid; Mahdi Bastan; Mina Samieinasab

Addresses: School of Industrial Engineering, Iran University of Science and Technology, Tehran, Iran ' School of Industrial Engineering, Iran University of Science and Technology, Tehran, Iran ' School of Industrial Engineering, College of Engineering, University of Tehran, Tehran, Iran ' School of Industrial Engineering, College of Engineering, University of Tehran, Tehran, Iran

Abstract: Insurance industry has always attracted the attention of researchers because the improved performance of this industry can have a tremendous impact on other manufacturing and service sectors. Therefore, the evaluation and efficiency of active departments in this service area are of great significance. This study evaluated the performance of an insurance company based on Resilience Engineering (RE) and Macroergonomics (ME) and indicators using quantitative and qualitative approaches. For this purpose, after designing a questionnaire and having it completed by 65 experts, the company's performance was analysed using Data Envelopment Analysis (DEA), statistical methods and sensitivity analysis methods. Results showed that considering resilience engineering and macroergonomics can improve the company's performance. Also, it was found that preparedness and information flow indicators were the most important and least important factors influencing the company's performance, respectively. The proposed framework can be used as an effective tool by managers to boost efficiency.

Keywords: performance evaluation; resilience engineering; macroergonomic; data envelopment analysis; insurance company.

DOI: 10.1504/IJCAT.2022.127817

International Journal of Computer Applications in Technology, 2022 Vol.69 No.3, pp.228 - 243

Received: 29 Jul 2021
Accepted: 06 Oct 2021
Published online: 19 Dec 2022 *

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