Education is one of service industries which require good reputation and perception in order to attract quality students. Poor service quality may cause negative perception towards any educational institution and resulting in loss of better students. The educational board of Universiti Sumatera Utara aimed to continuously improve their service quality by adopting a Standard Educational Service procedure that can meet students’ requirements. Kano model is used to categorize the requirement attributes of students by the Department of Industrial Engineering to develope an appropriate Educational Service procedure. Data collections were mainly done through observation, interviews and questionnaires. Statistical methods were used to analyze the data. Based on Kano model mapping of students’ perceptions, several service attributes were found needing to be improved. The main problematic attributes in the “must be category” were in the ability to motivate students and the conditions of lecture facilities. The main problems attributes in the “one-dimensional category” were the quality of lecture materials and methods of delivery. Quality Function Deployment (QFD) was used to produce characteristics significance level priority service as initial plan to improve the quality of services according to the needs and desires of students. TRIZ were used to improve the technical response contradiction and also help to propose solutions.