C o m m u n i c at i o n with Employees Financial Stability Customer Satisfaction Management 135-523 432 www.idongbu.com Product Responsibility Fulfillment Increasing Brand Value Protection of Human Rights and Cooperation with the Labor and Management Improvements in Working Environment for Employees Win-Win Growth with Claims S e r v i c e P a r t n e r C o e x i s t e n c e with Sales Partners Financial Stability Protection of Human Rights and Cooperation with the Labor and Management Environment Protection Activities S o c i a l C o n t r i b u t i o n A c t i v i t i e s Management Innovation Sustainability Report 2013 CSV Financial Stability Coexistence with Sales Partners Employee Education and Training Developing Oversea Project and New Business
Contents CEO 02,..,,,,,., DMA(Disclosure on Management Approach). 06 10 13 16 18 20 -UNGC 22 -DJSI 23 24,. 2011~2012 (2011 4 1 2013 3 31 ).,. GRI(Global Reporting Initiative) G3.1 BEST, GRI (Financial Service Sector Supplement). (IPS) 3, GRI A+. 1. 31 2. 34 3. 36 39 4. 45 5. 47 6. 48 7. 50 51 8. 55 9. 56 10. 58 11. 59 12. 63 64,,.,.. 13. 69 14. 72 75 15. 79 16. 82 17. 87 18. 91 92 Dongbu Insurance 96 97 98 Appendix 3 100 GRI G3.1 Index 104 110 111 112
..,... CEO, 2013 CSR. 02 2013 CDP[Carbon Disclosure Project],.,., 2011 UN Global Compact[UNGC] UNGC 10.,., 2013 [DJSI] DJSI World Member.. 03,.. 2013. 10
. 31 45 55 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 06 16 24 69 79 87 -UNGC -DJSI 13. 14. 15. 16. 17. 18.
1. 1962 1983, 1995 10. [2013 3 ] 06 2013,, 3. 2012 9 6,925. 4,130 6.8%, 2012 15.4%. 14.2 7.6 6.4 14.0 A B CEO Network 135-523 432 1962 3 2 [] 58, 13 (OS ) [] 4 (,,, ) 4 (,,, ) 354 5,164 2 7,561 21 1,894 07 16.1 15.4 C D : E 26.3 2. [ ] [ ] 3 4 21 55. 8 58, 7. 13,. ( ) 1989.04.14 1,933 2,363 81.5% ( ) 1982.12.20 2,122 846 19.9% ( ) 1984.02.29 10 20 100.0% CAS ( )* 3 2011.03.17 3 6 100.0%,,, CAS, CSI, CNS, MnS 7. CEO CSI ( )** 3 2011.03.17 2 4 100.0% MnS*** 2013.02.22 100 200 100.0% CNS ( )**** 2011.03.17 2 4 100.0% * Claim Adjustment & Settlement ** Claim Survey & Investigation *** Marketing and Service **** Customer & Network Service
[ Network] :,,, :,,, : 4.,.,. [ ],,,,, 08 2013 3. 2013 3 31, 26.00% 3 5.00%, 10.60%, 37.13% 21.27%., 100, CI,,,, -,,, 09 [ ] [2013 3 ] [: ] [ ] 14.06% 9,951,520 7.87% 5,568,500 4.07% 2,879,640 5.00% 10.60% 7,501,660 3,539,070, 10%, - :,, - :, SOS 560, 37.13% 26,289,760 100.00% 70,800,000 21.27% 15,063,850 540 400 36,,,,,,,,
1. 2. [ ] 2013 6 *, 2 3,. 50%, 60%. * 2013 6 2013 6,,,, 5.. 1.,. [ ] [ ] [%] 94.9 14 100.0 31 28 10 100.0 12 28 [ ] (2013 6 *) * 2013 6 2013 6, 1. 2013. 3. 10 2013 [ / ] [ ] [] [] [/] [/],..,,,,,..,,.,,,, ( ),. 11,. [ ] [2011],,,,, 2011.04.28 44 ( ) 2 3/3 2011.05.20 44 2 3/3 2011.06.10 2 3/3 2011.06.30 3/3 2011.08.10 2 PF 3 3/3 2011.09.30 BW() 3 3/3 2011.11.05 : FY'11 2(), 3/3 2011.12.23 3 3/3 2012.03.09 3/3
[ ] [2012] 2012.04.30 45 ( ) 3/3 2012.05.24 45 2 3/3 2012.06.13 5 3/3 2012.07.09 1 3/3 1. 1).,,. 2),,,. [ ] 12 2013 2012.08.07 CP 3/3 2012.11.30 1 3/3 2012.12.26 1 3/3 2013.01.31 3/3 2013.02.06 3/3 2013.02.28 FY'13 ( ) 6 3/3 2013.03.27 3/3 4. 6. 2),.. 2013 [ RBC* ) RBC,,,. * RBC=Risk Based Capital ( RM ) ( RM ), 13 2010 9,.,,.,. 5.,.,..,.,,. 1. 2012 263, 22., RM* RM. * RM=Risk Management 2. 1) [ ],,,,,,,, (Contingency plan),, [,,,, ] (1),, 1,. (2). (3),,,,.
14,,,,,,. 2013 4 RM RM. (4),. [ ].. [2013 3, : ] [] / 100 1,806 0 [] / 100-1,806 0 [ ] 100bp -49,135-409,789 [ ] 100bp 50,100 417,838 []10% 2,838 183,667 []10% -2,838-183,667 4.,.. RBC (Risk Appetite) (RBC, Risk-based capital) (Var/exposure/Loss/Loss cut/concentration ) ALM (, ) 6.,,,,,,,,,,,,,, [BCP: Business Continuity Plan]. [ ] [BCM: Business Continuity Management] Framework 15 2013 3. 1) 2009 RBC., 2013 3 RBC 254.6%. RBC 100%,. [2013 3, : ] RBC 254.6% 2,972,632 1,167,590 - * 478,467. 656,831. 204,218. 635,294. 49,189. 100,525 * [ + + + + ] - 2) IMF 2008, [2013 3 ] RBC 150%. 3),,,,,,,. 4) RBC [,,, ],... 5) [ERM] [Governance] [,, ] RDW*,. * RDW=Risk Data Warehouse 5.,.,,,,,,,,. [IMF, 9.11, 2008 ],.,, [,, ],, [Contingency Plan], 3[ ]. (Emergency Response Plan) (Business Resumption Plan) (Disaster Recovery Plan)
1. 16 2013 1),.,. 2013 3 31. 10 3, 10 23 *, 8. * 2012 62 9,380 12.9%. 15.7%, 17.5%, 1.5%. [ ] 2),,., RBC.,.,,. 3) 14. 4),,...,,.,,., 2013 4 CSR,.,. [ ] CSR : CEO :, (8 ) : 2 CSR 2, 3 17 1 2 3 4 5 6 7 8 9 10 11 12 13 14, KPI,,,, MBO. [: ] RM CS CRM [: ] [: ]
1.,,,,,.,. 2...,. 18 2013 15. 16. 17. 18. [KCSI, NCSI, KS-SQI] [DCSI] VOC IR[Investment Relations] 1. 2. 3.,,.,.. [ ] [ ] 1 p.31 1 p.56 2 p.79 2 p.31 3 p.02 3 p.45 19 [FSI] CEO ( TV) (ESI) 4. 5. 6. 7. [ ] [ ] 1 p.31 1 p.69 2 p.02 2 p.24 3 p.47 3 p.47 13. 14. 8. 9. 10. 11. 12.
1. 6.,,,,,. [6 ] 3.., 64 40, 21. (11 ) (8 ). [ ] 19. p.16 20 2013 TEST 1 TEST 2 TEST 3, 2. [ ] TEST 4 TEST 5 TEST 6 * 2006 12 6 15. p.79 16. p.82 1. p.31 2. p.34 3. p.36 20. p.18 21. p.24 5. p.47 6. p.48 7. p.50 4. p.45 11. p.59 12. p.63 10. p.58 9. p.56 8. p.55 21 [6 ] 17. p.87 18. p.91 14. p.72 13. p.69 [TEST1] [TEST2] [TEST3] [TEST4] [TEST5] [TEST6],,, [MEDIUM (11)],,,, [LOW (8)],,
- UNGC - DJSI 10 1. UNGC P.63 2.,, P.13, 24 P.34, 63 2013 [Dow Jones Sustainability Indices, DJSI] World. DJSI Asia-Pacific 2. DJSI 1999 Dow Jones RobecoSAM, 15 [SRI]. 3. CEO, 4. P.63 5. P.63 P.56 P.63 - DJSI World DJSI World : 2013 DJSI World - 15 [ ] 115 15 DJSI World 22 2013 6., 7.,, (CDP) 8.,,, 9.,, P.55 P.63 P.88, 89 P.91 P.89, 90, 92 P.89, 92 World - 2 DJSI Asia-Pacific DJSI Korea 5 - [SRI] [JP, UBS 60 17 DJSI ] DJSI Korea 2009.10 5.52% [2013.9.5 ] 23 10.,,, P.25 P.27 - DJSI World DJSI Asia-Pacific DJSI Korea 115 15 16 6 9 4 2013, Aegon, Allianz, Aviva, AXA, Legal & General, Mapfre, Muenchener Rueckversicherungs, (NKSJ), Standard Life, Storebrand, Swiss Re, Tokio Marine, Zurich Insurance Group,, Insurance Australia Group, (NKSJ), Tokio Marine,,,,,
1. [ ] [: ] 1) (1) [Compliance] 2010 710 114 38 862 24 2013, [,, ].,,,,. [ ] [: ] 88.4 91.3 89.6 : 100, 2011 903 220 27 1,150 2012 874 232 74 1,180 (3) 2001 11,.,,,,. 2012 1,492. 2),,,. [ ] 01 25,.,.,.. (2) [Legal Risk],,,,. [ ] () ( ), (1), [KBEI] [Help-Line].,. 2010 26, 2011 33, 2012 16,.,. [KBEI] [Help-Line],. 02 03 04,,,,.
26 2013 (2),. 2006 2 2012 11,391,564, 8,375,584. (3).,. 3) (1). [ ] [: ] 77 77 77 1,271 1,243 1,295 (2),,,,., [,, ],. [ ] [: ] 87 82 91 - - - [DART] 4) (1).,. 2012 789,.. (2),,.. [ ]..,,. [].. 1 2 3 1 1. 2. 3. 4. 2 1.,, 2. 27 3. 77 1,117 [ ].. [ ] (3),,.,. [ ] [: ] 4,636 4,598 5,037 [%] 90.5 99.0 96.0 [ ] 4. 4 1. 2. 3. 4. 5. 5 1. 2. (STR) (2010.7 ) 1 5 1 (CTR) ( ) (2010.7 ) 2 1,.. 3. 6 1. 2. 3. 4. 2 ( 1 ) (CDD : Customer Due Diligence) ( ) 2.,.
,. / 1. 81.4 [2011 ] 0.6 2. 82.0 [2012 ] 95.4% 95.1% 96.4% CS, CRM,,, CS,, 3. VOC [2012 ] 31,684
[ ],.,.,,,. 1 6.. 2010 48 Dynamic Dongbu, 6 36. [6 ] 31 CUSTOMERS [ 36],.. 2013 KS-SQI[ ] 1 ( )...... 1 2.. 4...... 4..., VOC.. 1. 24....,,.. 10 5.,..,. 36 6 3 5 4........,. 10.... 36, 18
1) (, ),.,,. [ ] 2011 2012 3). CS CS MBO SC :, 3 ( :, ) : DCSI, FSI,,,,, VOD : DCSI,,, VOD : DCSI,,, VOD :, VOC : DCSI,, 2011 2012 0.6 81.4 82.0 1.9 79.1 81.0 (DCSI) CSI (ICSI) 2011 2012 61.5 88.2 4.0 2.1 65.5 90.4 PA (FSI) PA (, ) (8 ), SC(3 ), (1 ) :,,,, VOC :,, VOD SC:, CS SC : DCSI,,, VOC : e,,, :, SC :,, e CS 12 : (4), (3), (2),(2), SC(1) CS (CS 10, 14 ) CS (16 ) CS (CS, CS, CS ) +,,,, CS, CS ( ) CS ( ) 32 2013 94.1 92.6 3.2 2.1 2) 97.3 (,, ) 94.7 1.3% 95.1 96.4 PA 4,. (DCSI: Dongbu Customer Satisfaction Index), 2012 82.0 0.6.,., 2012 KCSI 69.7 ( 3 ), NCSI 72.0 (2 ), KS-SQI 71.4 ( 2 ).,, 2012 KS-SQI( ) 1. 1.2 91.6 92.8 1.9 96.8 98.7 1 88.0 89.0 VOC VOC [: ] 80.0 81.4 82.0 [: ] NCSI* 71.0 71.0 72.0 KS-SQI** 69.6 71.9 71.4 KCSI*** 63.0 66.6 69.7 * National Customer Satisfaction Index, ** Korean Standard - Service Quality Index, *** Korean Customer Satisfaction Index, CS,, ( 1 ) ( :,, VOC) 4) CS,. CS CS CS (Catchphrase) CS [Basic] [Practical] [Advanced] Goal,. CS CS PK CS Compliance ( Ship,, M-Risk) PA (, ) 5). e-claim,.,. CS,,,. Recovery CS,. CS - CS CS MMS VOC, Re- Touch. 33
[ ] [ ] [ ] [%] 2 75.9 60.3 177.1 58.4 [] 6 15 155.2 159.3 2) 3 117.8 96.0 103.3 [] 34 2013 4 [,, ],., 2012 96.4% 2011. [ ] [: %] 95.4 95.1 96.4 4, 2012 446. 2013 1,. 1) 1.,. 1,.. 2012 3. [ ] 2 2 3 2014 50%, 1), 2), 3), 4). 2013 2,. 3) 1., 2012 177., 2010 2012 65%. 4) [Company-wide harmonized customer Data base]., [One-Stop]. 2010.,,.. [] [] SC [ ] 2 [ 1, 1 ] 1 CEO 35
2 [, ] 3, [CEO],, [24 ] [: %] 36 2013 1) [VOC, Voice of Customer] VOC,,,,. 1 24 VOC. [VOC] 3,,, [], [],,, 4,. 123. [VOC ] 5 30 123 [VOC ] [: ] 51.7 51.3 43.6 [ ] [: %] 80.5 78.6 74.5, 2013 10 VOC, VOC. 2) CEO,.,,. CEO 3) SNS,. SNS. SNS [: ] 2011 2012 * - 134,513 2,238 10,429 472 4,341 * 2011. 4),,. (1),,,,, 24 365.,. 15%,.,. 37 16,457 25,556 31,684 () 11 ARS. 7%,.
, KSQI 5, KS-CQI 2013 1.,,,,,. [ -, ] [: ], 1 1.. 38 2013 817,301 730,171 906,853 [ - KSQI] [: ] 95 93 94 e- [: ] e- 417,250 478,812 623,564 1), 1.,,,,,. 2) (1) SIU [Special Investigation Unit],.. 39 [ ] (2) e- () ( ) () e-. 2011 4,,,,. ( ) 2012 62 e-, e-., e-.,,,, IT () IT,
. [ ] [: ] 3 6 9 3, 6, 9 - e-, 678 734 759 IFDS [Insurance Fraud Detection System],. 3 DM, SMS (,, ), (,, ) -,, - 36,,,,, 40 [ ],,,. SOS 11,,,, VIP,,,,,,, 41 2013 (2) [ ],. [ ] 1) [ ]. SNS,. 3,. 2),,,.
.,,, 1. [2013 6 ] 2. [2012 ] 254.6% 1,984 [RBC],,, TFT 3. [, ] 1 [ / ] 4. A-/Stable [S&P Rating] A[Excellent] [A.M. Best Rating]
[ ]...,. 4,,, ESG. 1) [K-GAAP] [: ] 2), 2008 2010. 71,137 90,694 96,925 [993] [228] [1,335] 4,871 5,847 6,995 3, [ROA] [ROE]. 45 2,844 4,031 4,130 134,974 175,314 211,894 108,755 143,002 174,391 115,986 153,303 184,333, RBC. 18,988 22,011 27,561 [: %] SHAREHOLDERS AND INVESTORS [%] 100.9 100.3 101.5 [%] 79.7 83.4 83.8 [%] 21.2 16.9 17.7 3 * 3 * 3 * 18.9 18.5 27.5 18.8 6.9** 11.7 S&P A-(Stable) 2013 S&P Rating. SRI () 70,,. DJSI World 2013 (DJSI) WORLD.,, 2, 2012 6.9% 9 6,925, 2.5% 4,133.. [EV: Embedded Value]. 1,. 2012 4 9,170( 19.4% ),. 5.1 4.3 4.8 4.6 4.5 4.2 ROA 2.4 1.4 2.7 2.1 2.1 1.5 ROE 19.2 11.2 20.0 19.4 16.7 12.6 * 2012 3 [, ]. M/S FY 11 FY 12 0.2%, 3-0.4%. 3), [RBC].
RBC 2011 261.8%, 2012 254.6% 4,. 2010, 2011 RBC *. * RBC: [: %] RBC 245.5 261.8 254.6 4 ()* 253.8 260.1 251.4 * 5 46 2013 [ ] [: ] 75,439 ( ) 69,790 51,626 14,107 12,360 9,642 ( ) 3,339 3,271 1),. 1 4 CEO CEO,. CEO,,. [ 5 ] Right Support Right Roadmap Right Project Right People (coaching) Right Valuation, PI[Process Innovation] 6,. [something New], [something different]., 1,., 2 [Best Practice],. 47 (,, ) 2,570 (, ) 2,410 2,661 2,274 760 2,690 791 Top Down Bottom Down PI 6 (Biz Model) Process ( level up) ( ) ( ) () [ ] 686 668 570 [ +] 69,092 89,528 97,034 PJT GB 1 PI 57 (2004~2005) : 1,000 : 740 BB: 114, GB: 626 (2005~2011) 9,482 (2004~2011) 8 15% 1 4,000 3,000
48 2013 2). 1.. FEA[Financial Effect Analyst].. 1., 2012 353 1,984. [: ] [ ] 186 238 353 * 1,630 1,660 1,984 * 1 6 1984, 2006, 2009, 2011. 2006, 2011,, 2012,. [2012 ] [: ] 0 0 0 0 0 2 0 0 0 0 0 1 1 1 1 2 1 1 1 1 1, 1,. Guam Hawaii California New York 1984 (1973) 2006 2009 2011 [ ] [ ] [ ] 5 (2) 18 (13) 15 (8) 12 (6) 84% 96% 84% 85%, 2. 2011 2,. 2011.,. 2),,,,. 3~5 1. [ ] []. 3),, IT. 49 [: ] [ 30 ] 30,. 73.6 119.9 186.6 * 0.64 0.79 1 1.4 1.1 1.4. [GPS] 15. [ ] 20 KPI[Key Performance Indicator]. *..,,,. 1) 2002 3 16% 2. [ 45 10 ] [23 7 ].
7 (2) A.M. Best Rating A.M.Best 2013 A[Excellent]. 2008 A- A 6 A[Excellent],. 2011 2012 2013 A[Excellent] A[Excellent] A[Excellent] 50 2013 1) [Promy]. [Promise],. [Promy] [PromyCar] [PromyLife]. 2). BPI[Brand Performance Index],. [: ] 22,031 38,449 42,482,, SBS CNBC, BMSI[Brand Mind-Share Index]* 2013 3, BMSI 50.5 2012 12 4 1. *, SBS CNBC, BMSI(Brand Mind-Share Index): 10,, (/), (SUNY KOREA) 2012 11. 3 2 2 3 2 2 1 2 1 1 2 1 1 1 1, SBS CNBC, BMSI[Brand Mind-Share Index][: ] 1). 2012 1,250 30% 180%, 0.4% 19.2%. [: ] 1 [ ] 900 1,200 1,250 2,844 4,031 4,130 570 760 791 [%]* 20.0 18.8 19.2 * A A++[Superior] A++[Superior] A++[Superior] B A-[Excellent] A[Excellent] A[Excellent] C A-[Excellent] A-[Excellent] A-[Excellent] 3).,,,,. IR, NDR[Non-Deal Roadshow], [http:// www.idongbu.com/] [http://dart.fss.or.kr/]. 51 3). [BI] [VI].,. 2012 2 1. 55 50 45 40 35 A B 49.4 50.7 50.0 50.5 48.8 49.5 47.4 46.6 41.1 41.4 40.3 38.5 2012. 12 2013. 1 2013. 2 2013. 3 2) (1) S&P Rating 3 S&P 2012, 2013 A-/Stable. S&P 2013,. 2011 2012 2013 BBB+/Stable BBB+/Positive A-/Stable A A+/ Stable A+/ Positive AA-/Stable B BBB+/Stable BBB+/Positive A-/Stable C BBB+/Stable BBB+/Stable -
. GWP,,,, HRD 1. [2013 6 ] 2. (, ) [2012 ] 80.1 3,360 3. [2011-2013 ] 1,053, 100%
[ CRM ]...,,. 8 1) (1),,,. [ ()] [: ] 2007 2013 3 306 [2011 251 22% ]., - [Win-Win],. 55 45 54 53 1) EMPLOYEES [BSC: Balanced Score Card].. 2013. CEO CEO CEO. 3 (2). 212. 2011 97 133.,... 2012 34, 14..,.. [ ] 37 32 34 [ ] 14 14 14 [%] 37.8 43.8 41.2
56 2013 2),,.,. [ ] [: ] 64,702 2010 27,851 84,763 2011 36,041 72,746 2012 33,280 2011 PI 300%, 2012 IT. : 1) CEO 9 CEO 2010 7 1 Call CEO YES.. 38, 1,800. CEO. e- GWP [ ] GWP,, [ ] 1 2010~2012 271 2010~2012 41,916 2010 190,958 2011 306,166 2012 260,352 2011 2011~12 1,2 Do&Don t : : 2010~11 1,2 CEO 4) :, 3, 3 2013 1) Day 2) Do&Don t 2 3) 4) 5)! 1) Times 2) Do&Don t PoP 3) 1),.,,,, 6. 5). 2013 3 19 [569 ],,,,. 57 3) 2010, CEO 1 2. 2),,., 2011.,, Do&Don t.,. VOICE UP
10, 1 [ESI: Employee Satisfaction Index]. 2012 80.1 3. 11 [ ] [: ] GWP 75.6 79.4 80.1 58 [Great Work Place]., 2009 GWP 2012, GWP.. [ ] -,,,. 59 2013.. 2009.. (,, )..., DLP DVP SD* [ ] 1 SD & 4, 700 4 off 6 [ ] 6 5 10 10......,... 2009,,... 5 [ ] 15 13 15 [ ] 2,079 1,471 1,588 * SD: Self Development,,,, IT,, [, ] [ ] [ ], [ A, ], [ ] Core SHAPE AIC DNA UWer 3 Global Voyager Club OJT ()
60 2013 1) 2004.., [GAP]. (Gap)? Yes No [ ] 3,806 3,113 3,360 [ ] 539 428 496 *.., [ ] 497 542 602 [%] 19.1 20.1 20.7 * CPCU, ARe,,. 3 [: ] 441,592 436,973 456,057 * 105.6 95.3 93.8 4,942 5,130 5,681 1.09 1.11 1.17 * [ +],.,.,, 1..,.,.,,.,. B+ A B+ A B+ A B+ A 2) : DVP[Dongbu Value Program]),.. 3).,, 1~2, 9. 4) 10 DTS[Dongbu Talent Session],.,,. : 10% 5) 2009 GVC[Global Voyage Club]. 53, 25. GVC,, BIZ,,. 6), 1. 2007, 40.,,.,,. CPCU, AICPA, CFA, AIC. 7) 3. (1) 4 2007. 2011 [6 ],. [ ] [: ] 28 89 61 136 47 183 2007 2008 2009 47 209 26 233 2012 [:, %] 1 87 71 81.6 32 2 69 62 89.9 39 3 45 37 82.2 26 4 39 24 61.5 24 240 194 80.1 121 24 61
(2) 2004, MA[Marketing Academy]. 2013 3 MA 17, 473.,,, CDP. CDP. CDP,. 2012 3 CDP 502. 12 [] 62 2013 (8 ) 3/4~4/5 (5 ) MA1 4/8~6/7(10 ) MA2 () 6/10~9/6(13 ) MA3 9/9~9/27(3 ) [: ] 38 52 73 473 (3), 2008. [ 2 ], ASA..,,, U/W,.. 2012 30,. CDP 1) 1994. [ 12 0.02%[ 0.06%], 11 0.03%[ 0.07%], 10 0.02% [ 0.15%] 2013 96.3%. [ ] [: %] 0.02 0.06 0.03 0.07 0.02 0.15 3,,,.,. 2) 1,,,. (1),,.,.,, 4,,. (2). 2012 10. (Hot Line], ( ),, 63 8) [CDP*],,,. * CDP: Career Development Program 1) [ILO],.
64 2013 [: ] 18 17 10, 2),,,.,,,,,,.. 2013 3 904 20% 3%. [: ] 70 38 945 1,053 [%]* 100 100 100 100 * 2,. 2013 3 5,201 37, 5,164. 59.9%. 3 933, 2013 3 904.. [1~2 ]. 2012 4.6% 3. [: ] 37 5,164 5,201 3 * [: ] 131[7.3%] 137[7.3%] 94[4.8%] 55[6.5%] 27[3.0%] 40[4.2%] 186[7.0%] 164[5.9%] 134[4.6%] * / X 100 1) [Defined Benefits],,,,,,, 1 1. 2). 3 2012 449 1,110. [ ] [: ], [Work & Life Balance]. 50. 1,. 3 [: ] 96 60 81 137 90 9 7 123 [%] 93.8 85.0 91.4 89.8,. 65 [: ] 484 458 818 328 2,088 3 35 1,327 1,748 3,113 487 493 2,145 2,076 5,201 306 355 449,, [ 10 5 ] [20 ] 2009 7 3 100. 3, [ ] 3 [: ] 2010 129 31 141 301 2011 139 31 149 319 2012 166 27 120 313 434 89 410 933 3) [ ], 2009 7 [],. 3 [: ] 25 20 19 301 23 37 20 319 48 57 39 933 2013 3, [Refresh] [2012 1 ]
. PA, (GA, GTMS, PRM, ),,,,, PA,, 1. PA 89 / 207,056 [ 3 ] 2. IT 3. 6,300 [2013 3 ] 485 [2012 ] 22% [ ]
[ ] [ -] [ ] [ -] 1,. No.1... 13,.. 3.,.,. 1). 2012 32,120 10., PA[Prime Agent], GA [General Agency]. PA,. 2) (1),.,, 2013... (2) 69 2011 PARTNERS [ ] [: ] 32,149 32,660 32,120 14,219 15,633 15,778. 3 88 20. 3 [: ] 10,654 10,081 9,785 5,395 5,134 4,856 [ ] 42 53 49 [ ] 64,397 61,905 80,754.. 1,701 1,812 1,881 2,732 3,067 3,100 2013 DCC[Dongbu Communication Class], DLC[Dongbu Long-run Class] 5 [].
(3) PA [ PK ] [: ] (6) * [DBRT] [ GA ] [: / ] PA 2004 12 2011 4,. 2012. 11,783 16,858 21,923 PA, PA, PA DBRT[Dongbu Round Table]. * : (,, ) 2,778 2,901 3.794 [: ] 70 2013,,. (4) PA PK 2006 PK[PA Knowledge].,, CS,, 5 2012 PK PA 21,923 2013, 2 7.. (5) IT PA [ ] Any-Time, Any- Where,. PA, [PA],,,.,,,, DM, E-Contact PA Automation IT. 2012 8.,. 2013 3, PA 6,300 [40%],., 22%. [DBRT] 2010 403 190 23 2 188 2011 480 221 35 2 222 2012 485 233 29 2 221 2) (1) [GA], - [Win-Win] 2012. GA GA, GA DHC[Dongbu Honors Club]. (2),, [GA]., GA GA. GA [2013 3 ] [: ] 216 32 GA 2008 17, 2010 27, 2012 37. (3) 2008 8,,.,. [ ],, CI,,,, One-Stop, (4) PA + = PA PA, SIU.,,.. 71
14.. 2012 31.9% 3. [ ] [One-stop]. [ ] * 619 [2006 4 ] 2010 750 2011 696 2012 623,,, 4 [ ] 72 2013 1),.,.. [: ] 2012 13,071 5,385 469 512 2) (1)..,., [ ],. [ ] [: ] 55 67 86 2012 [50%], [30%], [20%], 2010 26.2% 2011 31.1% 2012 31.9% * 2011, DPS*[Dynamic Partner Supporter]. * DPS: [] ARS,. 73 18 34 [: ] 10,274 11,367 13,071 3,619 4,772 5,385 584 473 469 532 488 509 18 18 18 33 34 34 2011, [ 2 ] 104,,,,,,, 65,,,, [] [DPS] (2),,.. 3) (1),,,, SIU[Special Investigation Unit, ]., []., SIU.
74 2012 2013 [] 182 185,,,, (2) [IFDS*].,,,.,. * IFDS: Insurance Fraud Detection System (3),. [ ] 1) (1) 2004 1 PA [FSI: Family Satisfaction Index], PA,,, 9. 2012 65.5,. 2),,..,, - 2 - Run Together [ 180 ] - - 1 - - 75 2013 IFDS [Insurance Fraud Detection System] [ ] [: ] 63.9 63.1 67.0 69.6 69.2 71.8 86 58.1 55 67 58.6 62.0 2013 5 1. 2.,, 3. Data On-Line 62.0 61.5 55 67 65.5 86 5. Risk UI 4. Point (2) PA PA,..
.,,,, 1. 2012 50 ' ' CSR,,,, 2. 2012 6.7 [ 9.6 ]
[ SRC ],..,,.,,. 15 []., 2012 50,. 1).,,,. 2)!,. 79 LOCAL COMMUNITIES [] Vision 1.,!! 2. 3. () 2005... [ ] KPGA 2006~2012 7 2003 FIFA U-17 World Cup Korea 2007 2009 2014 4.
80 3) (1) 50,. - 30 [TBN, YTN, KBS ] 1,000 [,, ], - 130, 3,000 2003 KBS119 2013 3 24 (4),,. e- e- More.., [ 15,000 ] 2006 [ 3,000 ] 2006 11, 12 [ 1,400 ] [ 1,2 ] [ ] [: ] 120,000 250,426 (3) 276,514. : [ ] [4 ] 81 2013, - 2010: 707-2011: 477-2012: 286-2013: 1,430 (2). 2010 22, 2011 12, 2012 2011 [ 15 ],,, 2011 5 MOU,,,,. : (4),.,,,. (3).. 4) (1) 2006, CEO 7. 2013 7 29. (2)., [Matching Grant],. 2010 2013 3 2,931. 2012 9.6 6.7..
100 :, 8% [2011 4 ] 16 (2) 2005 KPGA,.. 5. 2012 1140 5700. 1) (1) 82 2013 [: ] 130 177 255 100 8,694 7,843 6,987 131 119 173 * 35 0.2 - * 2011.,,. (2).,,, 2012 10.5. (3) 50 2012. 4,000 105,,. 2). (1) 2005 10.,., [ ]. 2011,.,. 2012 83 [ ]
.,,,, 2020 Leading Company 2015 10% 1. [2012 ] 318,699 159,515 [ ] [ ] 2. [2012 ] 1.7% [211,672kwh/1,000m²]
[ ] 2013 DJSI...,.,,. 17 1).,, 3 2020. MOU ENVIRONMENT UN 4. 5. 6. 7. 8. 9. 10. 1. 2., 3. 2020 Leading Company 2015 10% 87 2011 11 UN,,,, 10 MOU. ( ) (CDP) 2),.,... ( ) 7 ( ) R&R 1 2 3 4 5 6 7 6,
3) 2) 2009-2010 2009 (ISO) (ISO 14001).,,,,,. 2011-2012 2013 2011 ISO 14001 (Environment Management System Auditor).. 2013 'KSI 7001/7002'.. (1) (, ) (2) (5) 88 2013 (3), (6) LED 186 3,674Kwh (4) [Paperless Company) (EDMS : Electronic Document Management System),, NET FAX CO (7) 10% 89 1),.,.,,,. 3) [Green Start] 2010 MOU. (1), 2011 1, 2012 2,,,.. (2), [E-] *. RM (Green Start):,,
90 2013 4) 2011,. 2012 [ ]. SNS, 2013.,. 5) 2012,,,.,. Energy Star[ (EPA) (DOE)], [ ] [,, ], BMT[Bench Marking Test] [Energy Star]. 2012 [: ] [ ] 3,437 874 1,061 2,132,315 878,273 559,939 18 Carbon Disclosure Project [CDP] 2009 [CDP]. CDP 2013 4,000 [722 ], CDP. 2015 2012 10%,,.,,,.. 1),,,,,,,,,,,. 91 2).,.,
92 2013 3),,,,,,,. 4),,,,. 5),. 6), e,.. 1 4.7%~13.2%.,. [: ] [ ] 305,929 358,222 318,699 [ ]* - 50,193 159,515 81 110 106 * 2011..,,. 2008,,. [ ] kwh/1000 211,732 215,347 211,672 /1,000 7,366 7,440 7,432 /1,000 965 918 908 /1,000 1,447 1,604 721 [] [, ] /1,000 94 103 100 /1,000 19 19 19 /1,000 113 122 119 167,976 167,976 167,976 :, IPCC. IPCC. 2008 2010, 2011. 2010. [ ]. 2011 1,127, 2012 1,130, 2011 887, 2012 888., BOD(Biochemical Oxygen Demand) 7~10PPM. [ ] 5,405 (20 ) (12 ~13 ) (27 C ) (18 ) LED (2009 ) (20 C ) (18 ) 5 8,503 8,801 [: m³] [ ] [: ] 1,004 1,127 1,130 [ ] [: ] 810 887 888 2011 2010 651 586,. 2010,..,. [: km] 1,161 1,808 1,386 [ ] 121 188 2,999 2012 [ ] [ ] [ ]. 93 7) [100], [61].
,. 96
96,,.. [CSR: Corporate Social Responsibility] [CSV: Creating Shared Value]. 6..,.,. 30,,. 97 2013 [ ] 1 2 3 4 5 6 Output,, IT (,, NGO ) (CSV), NGO, NPO*,, *NPO (None Profit Organization): 1 30 20 10 25.1 10.8 [ 80%, ], 3, CI, CI,, RISK, 27.2 28 28.9 11.1 11.8 [ 80%,, ],, CI, CI,, RISK [30 ] [: %] 30.8 14.1 14.5,,, CI, CI,, RISK [CSR vs CSV] CORPORATE SOCIAL 1., 2. CREATING SHARED 1. 2. 0 9.7 10 10 10.1 10.5 2007 2008 2009 2010 2011 :, 2011 RESPONSIBILITY 3. CSR VALUE 3.
.. High 98 ( ) 2 (CSV) 2013 Low 1 1 Low High 2014 2015 2016 (CSV ) CSV 1 CSV CSV (12 ) (CSV) CSV CSV B.P TF, Appendix 100 3 GRI G3.1 Index
3 2013 ( ) 3 2013 ( ). 1),,, 2), 3) GRI G3.1, 4) BEST. - -,,,.,,. - - (Raw), -,, - 100 -, 101 2013.. 1) AA1000 Assurance Standard(2008) 2) GRI G3.1 3) BEST - - -,... 2013 AA1000AS(2008) 3 (,, ) GRI / BEST [ -Inclusivity]? Type (Moderate level)... AA1000AS(2008) 3 IPS Assurance Manual IPS Performance Indicators Assurance Criteria GRI G3.1 - SNS -,,.
3 [ -Materiality],,?. 6..,. 2009 2011 2013 2 3 4 3 4 4-95.6% 93.9% 94.1% -,, 5,,. 102 2013 [ -Responsiveness]?.,. -, CEO, - 2013 1), 2) (DMA), 3).. - - - - 103,,,. ( ) 3, 1993 2002,,.,, [GRI ] GRI G3.1 A+.. [BEST ] BEST, BEST 5 4 94.1%. 2013 11 22 ( )
GRI G3.1 Index BEST BEST 1.1, 2 A_1 1.2 13, 15~16 A_2 2.1 7 A_3 2.2,, 7, 9 A_4 4.14 18 C_1, C_2 4.15 18 C_1 4.16, 18~19 C_2 4.17 18~19, 21 C_3 2.3,,, 6~7 A_5 EC Disclosure on Management Approach 42~43-104 2013 2.4 6 A_7 2.5 7~8 A_7 2.6 6~7 A_8 2.7 7 A_9 2.8 (,,, ) 6~8 A_10 2.9,, 6~8 B_8 2.10 111 CO8 3.1 B_3 3.2 B_8 3.3 B_6 3.4 B_9 3.5 20~21 B_4 3.6 B-1 3.7 B-2 3.8,,,,, 6~8 3.9, 60, 64, 92-3.10, - 3.11,, 20~21 B_5 3.12 GRI 104~108 B_10 3.13 100~103 B_7 A_6 EC1 (,,,,,, ) 46 EC1 EC2 88~89, 91~92 EC2 EC3 65 EC3 EC4 9 EC5 EC5 56 EM4 EC6,, 49, 65, 90 EC4 EC7 49, 64 EC4 EC8 80~81 EC6 EC9 81, 91~92 EC7 EN Disclosure on Management Approach 84~85 EN1 92 EV10 EN2 93 EV11 EN3 1 92 EV7 EN4 1 92 EV8 EN5 92~93 EV5 EN6, 91~93 EV5 EN7 92~93 EV5 EV25 105 4.1 10 GR1 EN8 92~93 EV9 4.2 CEO 10 GR1 GR3 EN9 EV20 4.3 10 GR2 EN10, 93 EV18 4.4, 11, 56 GR12 EN11,, EV22 4.5 CEO,, 12 GR7 4.6 11~12 GR13 4.7,, 11~12 GR4 4.8,,,,, 12, 27-4.9,, 11~12 GR5 EN12,, EN13 EV27 EN14,, EN15 EV28 EV22 EV26 EV6 EV26 4.10,,, 12 GR6 4.11, 13~15 GR11 4.12,,, 12, 22~23 GR10 4.13,, 112 A_11
GRI G3.1 Index BEST BEST,, EN16, 92 EV12 EN17 92 EV13 EN18 89~93 EV4 EN19 EV14 EN20 NOx, SOx EV15 EN21 93 EV17 EN22, 93 EV16 EN23 EV21 EN24,, EV29 EN25,, EV19 HR5 HR6 63~64 EM8 63 EM9 HR7 63 EM10 HR8 63 EM31 HR9 CO2 HR10 63~64 - HR11 64-106 2013 EN26 88~89, 91~92 EV23 EN27 EV24 EN28,, EV31 EN29,, 93 EV30 EN30 90 EV1 LA Disclosure on Management Approach 52~53 LA1, 64 EM1 LA2,, 64 EM5 LA3 (, ) 65 EM20 LA4 63 EM12 LA5 63 EM13 LA6 63 EM14 SO Disclosure on Management Approach 76~77 SO1, 39~40, 79~80 CO2 SO2 39~40, 71 CO5 SO3 27 CO5 SO4 25 CO5 SO5, 26 CO6 SO6, 26 CO7 SO7 24 CS3 SO8 24 CO9 SO9 - SO10 34, 39~40-107 LA7,,,, 59, 63 EM19 LA8,,,, 59 EM18 LA9 59 EM15 LA10, 60~62 EM27 LA11 59~62 EM28 LA12 55~56 EM29 LA13,, 10, 64 EM2 LA14 ( ) 55~56 EM3 LA15 65 - HR Disclosure on Management Approach 66~67 PR Disclosure on Management Approach 28~29 PR1 34, 39~40 CS4 PR2 26, 39 CS11 PR3, 34, 37~38 CS5 PR4 26, 34 CS12 PR5 31~33 CS9 PR6,,,, 34, 39~40 CS13 PR7,, 34, 39~40 CS14 PR8 36~38 CS15 PR9 36 CS12 HR1 34, 39~40 PN2 HR2,, 71 PN3 HR3 63 EM30 HR4 64 EM7
GRI G3.1 Index FS1 39~40, 87~88 FS2 13~15, 88~89 FS3 34, 39~40, 88~89 FS4 25~27, 33 FS5 39~40, 82, 91~92 FS6, ( ), 6~9 FS7 81 FS8 91~92 FS9 39~40, 87~89 FS10 81, 91~92 FS11 Positive, Negative 72~74, 87~89 108 FS12 16~17 FS13 (access points) 81 109 2013 FS14 81 FS15 34~35 FS16 () 37~40, 59~61
1962-1995 2010-2011 2011 2012 110 2013 1962. 03 1968. 11 1976. 05 1983. 05 1984. 02 1984. 10 1995. 10 2001-2006 2001. 10 A.M.Best A- (Excellent) 2002. 09 (PROMY) 2004. 02 SOS 2004. 05 Change &Challenge No.1 2004. 07 () 2005. 01 TV 2005. 10 2006. 04 2006. 05 2006. 07 2007-2009 2007. 01 2007. 12 BM(Business Method) 2008. 01 ISO 9001 2008. 01 2007 (CCMS) 2008. 08 2008. 09 ISO 14001 2008. 12 A.M.Best A(Excellent) 2009. 01, 2009. 02 ISO 27001( ) 2009. 04 5 1 2009. 04 ISO 9001 2009. 08, OHSAS 18001( ) 2009. 09 SRI () 70 2009. 10 DJSI Korea ( ) 1 2009. 12 LA 2009. 12 S&P 5 BBB+ 2010. 01 2010. 01 2010 (CCMS) 2010. 02 RBC (Risk Based Capital, ) 2010. 10 Dynamic Dongbu 2010. 10 (DJSI KOREA) 2 1 2010. 12 A.M Best 3 [A, Exellent] 2011. 05 2011. 09 2011. 10 (Forbes), 2011 50 2011. 10 2011. 11 UN (Global Compact) 2012-2013 2012. 01 (CCM) 2012. 02 SAM Bronze Class ( ) 2012. 09 2012. 10 20 2012. 10 2012. 10 4 1. Asia-Pacific 2013. 01 SAM Bronze Class (2 ) 2013. 03 KSI 7001/7002 ( ) 2013. 04 200 2013. 06 S&P A- 2013. 07 (WA) 2013. 09 World 1 3 5 7 IT Service Management Furum, itsmf Korea Award 9 11 2 4 6 2011 2 8 2011 4 1 10 12 1, 2012 3 5 7 9 11 2012, U; 2 4 6 8 2012, 5 1 10 (DJSI Korea) 4 1 2012 1 12 111
112 2013 CFO() CFO, CFO,, SM. (CSR ) (F1042241@dbins.net, 82-2-3011-3148) (F1062429@dbins.net, 82-2-3011-3157) Fax: 82-0505-181-0016 135-523 432 12 www.idongbu.com World *FSC(Forest Stewardship Council/ ).