Prioritize Business Process Improvement Plan using House of Quality and Modified House of Risk: A Case Study of Higher Education Institution (HEI) from Indonesia

Higher Education Institutions (HEIs) must be able to operate effectively, efficiently and focus on customers and make continuous improvements. In conducting an improvement plan, an analysis of potential risk events and risk agents are required. In addition, the improvement plan must also be oriented towards performance indicators. This article discusses business process planning at HEIs and prioritizing improvement plans. The House of Quality (HoQ) is used to calculate the relation value between business processes and key performance indicators of HEI. while the modified House of Risk (HoR) is used in prioritizing improvement plan alternative. Aggregate Risk Potential (ARP) score is a parameter to prioritize improvement. The result show that ARP score are range from 180 – 13,824. In this case, most of the risk agent improvement priorities are related to research activities: lack of research ability, lack number of research and community services proposals, research group does not establish or inactive, and low research culture.