Proceedings of the 8th Mechanical and Industrial Engineering Symposium (MIE 2025)

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Integrating Importance Performance Analysis and House of Risk for Service Improvement and Risk Mitigation in Procurement

Authors
Makmur Makmur1, Irwansyah2, *, Edy Fradinata3, Syahrizal Fonna2, Arhami2
1Industrial Engineering Postgraduate Student, Universitas Syiah Kuala, Banda Aceh, Indonesia
2Mechanical Engineering, Universitas Syiah Kuala, Banda Aceh, Indonesia
3Industrial Engineering, Universitas Syiah Kuala, Banda Aceh, Indonesia
*Corresponding author. Email: irwansyah@unsyiah.ac.id
Corresponding Author
Irwansyah
Available Online 24 May 2026.
DOI
10.2991/978-94-6239-687-6_19How to use a DOI?
Keywords
Aggregate Risk Potential; House of Risk; Importance Performance Analysis; Risk
Abstract

This study aims to evaluate the quality of procurement services and identify supply chain risks in the procurement process at PT XYZ through the integration of the Importance Performance Analysis (IPA) and House of Risk (HOR) methods. The IPA method is used to assess the gap between user expectations and perceptions of service quality, while the HOR method identifies and prioritizes risk agents based on the Aggregate Risk Potential (ARP) for proactive risk mitigation. Data were collected from 100 respondents within the Directorate of Operations and Production at PT XYZ. The results of the IPA show that the attributes with the largest gaps are RE1 (timeliness of delivery) and RES1 (administrative service time), both requiring urgent improvement. Sixteen risk events and risk agents were identified, with the highest ARP value attributed to A02 (human resource inadequacy in contract award processes). The proposed improvement strategies were evaluated for effectiveness and implementation difficulty to determine priority actions. The findings demonstrate that the integration of IPA and HOR effectively identifies performance issues and risk factors, and supports strategic decision-making in supply chain risk mitigation and service quality improvement for procurement processes.

Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 8th Mechanical and Industrial Engineering Symposium (MIE 2025)
Series
Atlantis Highlights in Engineering
Publication Date
24 May 2026
ISBN
978-94-6239-687-6
ISSN
2589-4943
DOI
10.2991/978-94-6239-687-6_19How to use a DOI?
Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Makmur Makmur
AU  - Irwansyah
AU  - Edy Fradinata
AU  - Syahrizal Fonna
AU  - Arhami
PY  - 2026
DA  - 2026/05/24
TI  - Integrating Importance Performance Analysis and House of Risk for Service Improvement and Risk Mitigation in Procurement
BT  - Proceedings of the 8th Mechanical and Industrial Engineering Symposium (MIE 2025)
PB  - Atlantis Press
SP  - 257
EP  - 270
SN  - 2589-4943
UR  - https://doi.org/10.2991/978-94-6239-687-6_19
DO  - 10.2991/978-94-6239-687-6_19
ID  - Makmur2026
ER  -