Lombok, LAMSAMA – The Independent Accreditation Institute for Natural and Formal Sciences (LAMSAMA) held a Staff Upgrading Workshop themed Service Excellence as part of efforts to strengthen service capacity and improve service quality based on Service 4.0 principles. The workshop took place on December 7–8, 2022, at the Sheraton Senggigi Beach Resort, West Lombok, West Nusa Tenggara, featuring Dr. Dra. Agnes Tuti Rumiati, M.Sc., from Sepuluh Nopember Institute of Technology (ITS) as the main speaker.

The workshop is part of LAMSAMA’s commitment to continuously improve the quality of accreditation services through the development of human resource competencies, particularly in providing excellent, responsive, and professional services oriented toward stakeholder satisfaction. The staff upgrading activity was led by LAMSAMA Deputy Director of Finance, Dr. Dra. Melania Suweni Muntini, M.T., and attended by all LAMSAMA staff.

Dr. Dra. Agnes Tuti Rumiati, M.Sc., Presenting the Material

In her presentation, Dr. Agnes Tuti Rumiati emphasized that excellent service is not only directed toward external parties but must also be strongly established within the internal environment of the institution. According to her, understanding customers is the primary foundation for building high-quality and sustainable services.

“Service excellence begins with the ability to recognize who we are serving. LAMSAMA’s customers are not only external parties, such as study programs, UPPS, BAN-PT, ministries, and associations, but also internal members of the institution. Good internal service will have a direct impact on the quality of external services,” explained Agnes.

She further elaborated that excellent service encompasses various aspects, from service quality, reliability, care, and friendliness in communication, to consistent support. In the context of LAMSAMA, this is reflected in the accreditation process for study programs, from creating SALAM accounts, verifying administrative documents, issuing invoices, to assigning assessors in a standardized and measurable manner. Agnes also highlighted the importance of attitude, ability, attention, action, and accountability as the main pillars of excellent service.

Additionally, workshop participants were guided to understand indicators of excellent service, such as customer satisfaction and retention, response speed, complaint levels, and staff engagement. These indicators serve as the basis for developing continuous improvement strategies, as well as action plans and risk mitigation at every stage of the accreditation process.

Workshop Atmosphere at LAMSAMA Staff Upgrading Event

Meanwhile, LAMSAMA Deputy Director of Finance, Dr. Dra. Melania Suweni Muntini, M.T., stated that the staff upgrading activity is expected to foster shared awareness that the service process is not an individual responsibility but an institutional function carried out collectively and in a coordinated manner.

“Through this workshop, we hope that all staff gain a common understanding of LAMSAMA’s service standards, from responsiveness to responsibility. Consistent, well-documented, and policy-compliant services will become LAMSAMA’s main strength in maintaining public trust,” said Melania.

She added that the results of the workshop will be followed up with the preparation of a staff main tasks and functions matrix, mapping service risks, and refining the accreditation process flow in the form of a flow of process as a standard for LAMSAMA services. This step is expected to improve work effectiveness, process transparency, and service quality for study programs and UPPS across Indonesia.

With the implementation of the Service Excellence Staff Upgrading Workshop, LAMSAMA reaffirms its commitment to continuously adapt to the dynamics of accreditation services and strengthen its role as a professional, accountable, and service-oriented institution.

Group Photo of Participants and Speakers of the Staff Upgrading Workshop