As part of an ongoing effort to bolster human resource capacity—specifically in areas such as effective communication techniques, service ethics, emotional management, and professional complaint handling—Udayana University’s Integrated Service Unit (Unit Layanan Terpadu) hosted a “Service Excellence” workshop. The event took place at the Library Theater Room on the Udayana University Jimbaran campus on Friday, October 23, 2026.
The workshop was officially opened on behalf of the Rector of Udayana University by the Vice Rector for Resources, Prof. Agoes Ganesha Rahyuda, S.E., M.T., Ph.D. Also in attendance were the University Secretary, Prof. Dr. dr. I Putu Gede Adiatmika, M.Kes.; the Head of the Integrated Service Unit, Dr. Ni Luh Putu Krisnawati, S.S., M.Hum.; and various staff members from across the university. The workshop featured Dr. I Gusti Ayu Putu Wita Indrayani, S.St.Par., M.M., CHE, as the guest speaker, with Novita Mulyana, S.S., M.Hum., serving as the moderator.
In her report, the Head of the Integrated Service Unit, Dr. Ni Luh Putu Krisnawati, stated that this initiative marks a highly strategic first step for the unit. It serves as a vital foundation for the long-term process of preparing for certification in 2027, with the ultimate goal of establishing a standard of “service excellence” that is high-quality, responsive, and focused on the satisfaction of service users. Given the critical nature of this moment, I urge all participants to engage in this entire series of activities with earnestness and full commitment—listening closely, delving deep, and absorbing every piece of knowledge and insight shared by the speakers. I encourage you to implement and apply what you have learned to your daily tasks, ensuring that the positive impact can be tangibly felt by both the institution and the public. Let us use this event as a space to learn, grow, and strengthen our shared commitment to elevating the Integrated Service Unit (ULT) to a higher level.
Meanwhile, Prof. Agoes Ganesha Rahyuda, Vice Rector for Resources at Udayana University, noted in his remarks that Udayana University’s mandate extends beyond education, research, and community service; it also encompasses the obligation to provide the best possible service to students, staff, partners, and the broader community. The university’s image is not defined solely by grand buildings or modern systems, but rather by the simple, everyday interactions that take place at service counters, over the phone, or when handling complaints.
Good service is not merely about completing a task; it is about building trust. As Udayana University undergoes its transformation into a State University with Legal Entity status (PTN-BH), professional governance must go hand in hand with a humanistic service culture.
It is important to remember that excellent service does not always mean saying “yes.” Being firm regarding regulations does not mean being rigid in communication. Professionalism in our work does not preclude us from being friendly and empathetic, or from providing clear solutions or alternatives when a specific request cannot be met.
I hope that today’s workshop serves as an opportunity for reflection, discussion, and the sharing of real-world challenges. A service culture does not grow from slogans, but from daily habits. Small changes—such as listening with greater patience, explaining procedures more clearly, and responding more promptly to complaints—will, when practiced collectively, have a significant impact on the progress of Udayana University. Hopefully, this activity will proceed smoothly and provide tangible benefits toward realizing a Udayana University that is increasingly professional, responsive, and trustworthy.