BUSINESS PROCESS AND QUALITY MANAGEMENT IN HIGHER EDUCATION INSTITUTIONS

Abstract

ASEAN countries will be integrate in The ASEAN Economic Community (AEC) by 2015. One of the AEC key characteristics is a single market and production base. This condition will be happening in higher education services sector. Higher Education Institutions (HEI) in ASEAN countries come at highly competition era. In order to success dealing with ASEAN integration, HEI must focus on quality, efficiency, effectively and productivity as a competitive advantage to survive in the market. For to be or remain competitive, HEI should manage their business process similar to Enterprises and SMEs. The advanced management concepts for manage business process is Business Process Management (BPM) that was evolved from Quality Management approach. BPM is a set of structured methods and technologies for managing business process. The purpose of this research was to develop business process management framework in HEI. The methodology that was used in this paper consists of literature review, descriptive methods and case studies. The significant contribution of this paper is a development of business process and quality management framework in HEI. The framework based on Deming cycle : Plan, Do, Check and Action, and Business Process Management Common Body of Knowledge (BPMCBOK). We proposed using IWA 2 Guidelines for self assessment purpose. We also suggested the opportunity for further research and additional works for shaping this framework.