Identifying and Ranking Performance Evaluation Indicators for Insurance Agencies: A Network-Based Conceptual Model Approach

Abstract

One of the most essential steps in evaluating organizational performance is identifying suitable performance indicators and designing a conceptual model aligned with the actual functions of the evaluated units. In this study, a conceptual model was developed to assess the performance of insurance agencies. First, an extensive review of existing literature was conducted to identify potential indicators. Then, through several stages and expert consultations, the most important indicators were selected, and a network-based conceptual model was designed accordingly. This model was later refined using data from a selected insurance company and the operational performance of its agencies. The identified indicators were subsequently scored and ranked using a Criterion-Based Method (BCM). The primary contribution of this research is the comprehensive identification of evaluation indicators and the development of a conceptual model that incorporates the supply chain perspective of the insurance industry.