| Abstrakt: |
Purpose: This paper seeks to develop a framework of multistakeholder value transformation into a business process improvement plan in Higher Education Institutions. Design/methodology/approach: In this paper, data collection and analysis uses Questionnaires and fuzzy methods to obtain multistakeholder value and its importance weight. Transformation of multistakeholder value into priority business process improvement using an expert panel, adopting Quality Function Development and House of Risk. Findings: This research has developed a framework consisting of two parts: the framework to transform the multistakeholder value into a Higher Education Institution's business process and the framework to determine the priority of improvements. A private university successfully applied the framework to find and prioritize business process improvement. Research limitations/implications: The stakeholders used in this framework are students, lecturers, and employers. The results of this study are the order of priority for improving business processes. The future research opportunity is to develop a model to select business process improvement considering the probability of success, preferences, and costs. Another possibility of research is involving other stakeholders and using weighted averages to calculate the average fuzzy numbers. Originality/value: Previous research on identifying the stakeholder value of Higher Education Institutions just involved one of the stakeholders. In addition, most objectives were to assess stakeholders' level of importance and satisfaction. This research develops a framework to identify multistakeholder values (students, lecturers, and employers) and transform them into a business process improvement plan for teaching, research and community service, student affairs, and supporting activities. [ABSTRACT FROM AUTHOR] |
