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Abstrak :
Timor-Leste, bekas "Provincia Ultramarina Portuguesa" (selama kurang-lebih 4 abad) dan kemudian berstatus sebagai Provinsi Indonesia termuda (selama 24 tahun), telah merdeka dan berdaulat sebagai negara millennium Republica Democratica de Timor-Leste tanggal 20 Mei 2002. UNTAET (1999 - 2002) dan "Governt Centrtal", alias "1o.Governo Constitucional" (2002-2006) memegang kendali pemerintahan di negara itu. Namun hingga tahun 2006 ini, alias tahun terakhir masa bhakti Kabinet Konstitusional I (Pertama), rencana penetapan Sistem Pemerintahan Daerah sebagai "the basic elements of a National Government System" yang diamanatkan dalam Constituirao, Plano Nacional de Desenvolvimento (Rencana Pembangunan Nasional) dan Program Krida Kabinet Konstitusional I, belum terlaksana, meskipun berkali-kali didesak Presiden Xanana Gusmao. Akibatnya, penyelenggaraan Pemerintahan, Pembangunan dan Kemasyarakatan berjalan secara "over-centralized", dengan segala dampaknya, tanpa adanya pertimbangan "continuum" azas sentralisasi (centripetal) dan desentralisasi (centrifugal), sebagaimana Iazimnya dilaksanakan dalam praktek pemerintahan di setiap negara . Metode penelitian utama yang dipakai adalah metode penelitian deskriptif kualitatif karena berkaitan dengan "facts finding" pada fenomena sosial politik dan administratif. Variabel mandiri yang diteliti adalah Sistem Pemerintahan Daerah di Timor-Leste pasca Kemerdekaan, dengan indikator-indikatornya: komponen dan kegiatan model yang ada (the Existing Model) , dan model yang diharapkan (the Expected Model) . Sesuai landasan teori mengenai konsep model Sistem Pemerintahan Daerah ideal sebagai kerangka berpikir, menganalisis kesenjangan (gap) antara model yang ada dan yang diharapkan . Hasil temuan adalah bahwa Distrito (dulu : Concelho Municipal dan Kabupaten Daerah Tingkat 11) sebagai pusat ?Governo Local? (the Existing Model) tidak lebih dari sebuah "general governmental area" untuk mendukung pelaksanaan sentralisasi oleh Pemerintah Pusat, karena tidak memenuhi tools: urusan kewenangan, kelembagaan, personil, keuangan, perwakilan,pengawasan ataupun pelayanan publik. Sedangkan "the expected model (Municipio) telah dikaji sejak tahun 2002 hingga saat ini oleh GTTIM untuk mencari bentuk model ideal sesuai situasi dan kondisi di Timor-Leste. Rancangan Kebijakan "Reforma e Restructurizagao do Governo Local" diajukan kepada Pemerintah untuk memulai proses legislarao tahun 2006 ini. Analisis terhadap "The Expected Model" adalah Pemerintahan Municipio ?a single tier, and fused hierarchy model", dengan dimensi areal mencakup fusi 2 atau lebih wilayah sub-distrito, dengan elemen Pemerintah Municipal : Assembleia Municipal (Representasi dan Legislatif ) dan Administrador Municipal (Eksekutif) .Instansi-lnstansi Vertikal berperan Banda sebagai dinas-dinas operasional municipal dalam pelayanan publik (dual supervision), dan penyerahan kewenagan sesuai doktrin "ultra vires" dan pembiayaan pelaksanaan otonomi lebih bersandar pada subsidi Pusat, dengan kemungkinan pengembangan kemampuan financial municipios. Dari hasil analisis, ditemukan hal-hal yang diajukan sebagai kesimpulan dan saran agar model ini dapat diterapkan nanti dengan baik, antara lain : dimensi areal sebaiknya wilayah distrito actual dipilih sebagai wilayah bakal municipio; jumlah municipios yang akan dibentuk sebaiknya 13 (GTTIM mengusulkan 30-31), dengan kemungkinan "proliferaraon bila memenuhi syarat; pemilihan dan bukan penunjukan Administrador Municipal yang tak lebih dari seorang pegawai negeri Assembleia semata; keanggotaan Assembleia yang hanya merupakan representasi dewan desa yang bekerja secara part-timer ; pemilihan Kepala Desa mengulangi kekeliruan di masa lampau; peran Administrador sebagai Wakil Pemerintah (Integrated Prefectoral System), jangka waktu pembentukan municipios bertahap hingga tahun 2015 dipandang terlalu lama; dan "capacity building" perlu dipacu untuk mendukung program Reformasi.

Abstrak :
Rumusan kawasan industri dalam Keputusan Presiden Nomor 41 Tahun 1996 tentang kawasan industri adalah sebagai tempat pemusatan kegiatan industri yang dilengkapi dengan prasarana dan sarana penunjang yang dikembangkan dan dikelola oleh perusahaan kawasan industri yang telah memiliki ijin usaha kawasan industri. Ditinjau dari segi penataan ruang, resiko lingkungan, kepastian tempat usaha, penyediaan prasarana dan sarana penunjang, prosedur dan waktu penyelesaian perijinan, keamanan, dan lain sebagainya, mendirikan industri di kawasan industri lebih menguntungkan daripada berlokasi industri di luar kawasan industri. Segala kemudahan yang disiapkan di kawasan industri diharapkan dapat mempermudah pembangunan dan pengendalian industri, pihak industri dapat memperkecil ongkos investasi maupun operasinya, serta dengan terkelompoknya industri di satu kawasan diharapkan dapat mempermudah upaya pengelolaannya dan pengendalian dampak pencemaran yang diakibatkan oleh aktifitas industri yang berlangsung. Mengingat tujuan kebijakan pengembangan kawasan industri adalah untuk memberikan kemudahan bagi kegiatan industri di kawasan industri dalam rangka mendorong kegiatan industri untuk berlokasi di kawasan industri, sementara pada perkembangannya terjadi penurunan tingkat pemanfaatan lahan di kawasan industri dan terjadi peningkatan pemanfaatan lahan di luar kawasan industri, seperti halnya yang terjadi di Kabupaten Bekasi, Propinsi Jawa Barat. Hal tersebut mencerminkan tidak berhasilnya implementasi kebijakan, yang ditunjukkan dengan adanya gap antara harapan dan kenyataan kebijakan pengembangan kawasan industri. Hasil analisis terhadap lima faktor yang mempengaruhi implementasi kebijakan pengembangan kawasan industri, yaitu jenis manfaat yang diterima oleh target groups, perubahan yang diinginkan dari kebijakan, sumber daya, komunikasi, serta kondisi sosial, politik dan ekonomi menunjukkan adanya hambatan-hambatan, baik yang berasal dari isi kebijakannya maupun pada implementasi kebijakannya. Mengingat kebijakan pengembangan kawasan industri ditujukan untuk menjadikan kawasan industri sebagai alat untuk penciptaan iklim usaha yang baik, pengaturan tata ruang, jaminan lingkungan hidup, pengembangan wilayah, serta sebagai investasi fasilitas umum (bukan profit making/real estate), maka perlu pengaturan yang jelas dan rinci mengenai instansi yang terkait, tugas dan tanggung jawabnya dalam pengembangan kawasan industri, pemberian kemudahan dan fasilitas khusus dalam pengembangan kawasan industri, dan sosialisasi mengenai arti penting investasi bagi pertumbuhan ekonomi negara untuk mendapat dukungan masyarakat menjaga keamanan dan ketertiban di kawasan industri.

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Industrial area formulation as stated in Presidential Decree Number 41 Year of 1996 regarding industrial area is a center of industrial activities equipped with infrastructure and facility that are developed and organized by the industrial area's company that has been obtained the business license of industrial area From the point of view of space arrangement facet, environment risk, business place certainty, provision of supporting infrastructure and facility, procedure and license of accomplishment time, security, and so on, establishing industry in industrial area is more advantageous than outside industrial area. All eases prepared in industrial area expected to ease the industrial development and controlling, industry party can reduce investment and operational fee, industrial grouping in a area is expected to ease the efforts of organization and controlling pollution impact that is caused by going on industrial activity. Considering the aim of industrial area development policy is to ease industrial activity in industrial area in order to support industrial activity to locate in an industrial area, meanwhile during development progress there is a decline in the extent of area utilization and conversely, and increase in area utilization outside industrial area, just like what happens at Bekasi Regency, West Java Province. That reflects unsuccessful policy implementation, as shown by the gap between expectation and reality in policy of industrial area development. The analysis outcome on five factors that influence policy implementation of industrial area development, is kinds of benefit accepted by the group target, desired changes from the policy, resources, condition of social, politic and economy, and communication show obstacles that come either from the policy content of policy implementation. Considering the policy of industrial area development aims to make industrial area as a medium for creation of good business climate, space arrangement, living environment guarantee, area expansion, and as investment facility for public (not for profit making/real estate), then clear and detailed regulations regarding related institutions is needed, its duties and responsibilities in developing industrial area, giving ease and special facility in developing industrial area and socialization regarding the essence of investment for the growth of country economy in order to get support from the society in maintaining security and orderliness in industrial area.

Abstrak :
Corporate Leader Academy (APP) is a high level education that formed is academy and states owner by Indonesian Industrial Department. That institution is part of high level education bureaucrat that categorize by saves is a public goods. As we can say APP have a responsibility to take car good service quality and professional in the order that APP must available good service quality and professional, cause of it APP must do the good governance paradigm in daily operation on that environment. So, the APP implemented good government paradigm in that surround. APP can expected to participation of community force, to open they are mind or transparency to responsible all the policy actions to the community, and more effective and efficient in the management process and resources allocation. In the past, the researched about the relationship of good governance practice versus quality service for the student in the APP institution research, good governance is indifferent variable (X), with 4 (four) kind of indicators that is: efficiency, accountability participation and transparency. In the other hand, service-quality is formed in depend (Y), variable, with uses five indicators that is: Tangibles, reliability, responsibility, assurance and empathy. The result of this research get some points of quality o effectiveness 47,89%, accountability 44,97%, transparency 46,61%, and participants 36,52%. Best of the average that the quality of good governance practiced that involve APP according to the respondent. With some student of APP, only 43,94% from the analysis. Otherwise in the quality of the student service get the percentage 45,08% from the reliability indicator, 44,27% from responsibility indicator, 48,89% from the assurance indicators and 44,57% from the empathy indicator practicing. Based of the research result we can see it need the more service or the employ and lectures an APP. The quality of good governance it only 43,94% must be improved it. Efficiency must be built focused to procedure efficiency. APP has to short bureaucrat line toward to the student services. These this can be helped with the minimize procedure and involved student for finding the service or it can use exactly technology, Internet facility. Accountability can improve transparency. APP must open the opportunity of student to follow participate or giving the suggestion about how to built student service quality both individuality of organization. In another way student service quality sector in APP only 45,08% this things still under of the standard of the students min then APP has improve five indicators. From physics indicator or tangible consist of APP must improve the facilities for students. Responsibility indicator, reliability, assurance, and empathy can be improved it with the training that functions ability, competency, staff skills and APP lectures with the punish and reward systems for motivating staff and APP lectures to work be better with finally good quality of student service in APP. From the measurements about the relation of good governance practice and student service quality get are point 0,803. it means that between good governance practice and students service quality have positive and strong significant in means if good governance practice more improved it, it can improve student service quality APP.

Abstrak :
Pemberlakukan Undang-undang Nomor 22 Tahun 1999 tentang Pemerintahan Daerah membawa konsekuensi diserahkannya beberapa kewenangan pusat kepada daerah, termasuk juga kewenangan di bidang industri dan perdagangan. Seiring praktek otonomi daerah, muncul fenomena di daerah yaitu semangat pembuatan berbagai regulasi yang bertujuan untuk meningkatkan Pendapatan Asli Daerah (PAD) dengan menarik pajak daerah ataupun retribusi daerah. Surat Izin Usaha Perdagangan (SIUP) merupakan instrumen kebijakan perizinan di sektor perdagangan yang kini secara penuh diselenggarakan di pemerintahan daerah Kabupaten/Kota. Pengenaan retribusi dalam pengurusan SIUP di beberapa daerah telah memberatkan pelaku usaha (kondisi ekonomi biaya tinggi), karena disamping harus membayar retribusi, pelaku usaha juga kadangkala dihadapi dengan kegiatan pungutan liar yang berkedok dengan praktek "percaloan". Berbeda dengan kondisi yang terjadi di Kota Bekasi, pengenaan retribusi dalam pengurusan SIUP tidak menurunkan minat pelaku usaha untuk menjalankan usahanya di Kota Bekasi. Hal ini tercermin dari peningkatan jumlah permohonan SIUP dari tahun 2000 hingga tahun 2004. Penelitian ini dilakukan dalam rangka menganalisis pelaksanaan kebijakan izin usaha perdagangan di Kota Bekasi. Dasar teori yang dipergunakan dalam menganalisis pelaksanaan kebijakan tersebut adalah kombinasi antara teori yang dikemukakan oleh Mustopadijaja dan Edward III dengan beberapa penyesuaian. Variabel yang dianalisis antara lain: pada dimensi ketepatan kebijakan itu sendiri, konsistensi dan efektifitas pelaksanaannya, komunikasi, sumberdaya, serta struktur birokrasi. Berdasarkan hasil analisis dan observasi di lapangan, diketemukan bahwa kebijakan izin usaha perdagangan di Kota Bekasi cenderung berfungsi sebagai instrumen budgeter dibandingkan dengan fungsi regulasi. Peningkatan jumlah permohonan SIUP dari tahun ke tahun tidak dapat diindikasikan sebagai bentuk keberhasilan implementasi kebijakan. Peningkatan jumlah permohonan SIUP di Kota Bekasi lebih disebabkan adanya perubahan lingkungan sosial berupa mobilisasi penduduk dari daerah lain serta meningkatnya kesadaran masyarakat pelaku usaha dan perubahan Iingkungan ekonomi. Di samping itu posisi/letak strategis dan kelengkapan sarana dan prasarana seperti jalan, pasar, ruko dan lain sebagainya turut memberikan andil bagi perkembangan sektor perdagangan di Kota Bekasi. Walaupun demikian, terdapat hal yang lebih penting dari sekedar peningkatan jumlah permohonan SIUP yakni, pengembalian fungsi perizinan itu sendiri sebagai instrumen pembinaan, pengawasan dan pengendalian perlu dilakukan. Berkenaan dengan hal tersebut, maka disampaikan beberapa saran bagi perbaikan dan penyempurnaan penyelenggaraan kebijakan izin usaha perdagangan di Kota Bekasi antara lain peningkatan pelayanan perizinan yang berorientasi pada perlindungan kepentingan publik, penambahan secara kuantitas dan kualitas aparat pelaksana, pemanfaatan jaringan internet sebagai media komunikasi dan informasi kebijakan daerah serta pengawasan vertikal dari pejabat atasan aparat pelaksana guna meminimalisir terjadinya praktek percaloan yang merugikan pelaku usaha.

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Implementation of Law Number 22 Year 1999 concerned with Local Governance brings consequence delivering of some central authority to Local Government, including also authority in industry and commerce. The practice of regional autonomy emerges phenomenon in the local region, which is spirit of making various regulations with aim to increase regional income (PAD) by collecting regional tax. License of Commerce (SIUP) is an instrument of licensing policy in commercial sector, which nowadays is fully carried out by Local Government (sub-province/municipality). Imposition of retribution in arrangement of SIUP in some area has weighed against business perpetrator (high cost economy), because besides having to pay for retribution, they also facing with illegal charge practice (profiteering). In Bekasi Municipality, imposition of retribution in arrangement of SIUP does not decrease enthusiasm of business perpetrator. This is reflected from the increasing amount of application of SIUP from year 2000 to 2004. The research conducted in order to analyze the implementation of licensing policy in commercial sector in Bekasi Municipality. The basic theory used in analyzing the implementation of the policy is a combination between theory told by Mustopadijaja and Edward III with a few adjustment. The variables analyzed are: at dimension: accuracy of policy itself, consistency and effectiveness of the implementation, communication, resource, and bureaucracy structure. Based on analysis and observation in location, it is concluded that the policy in license of commerce in Bekasi Municipality tends to function more as instrument of budgeter rather as regulation function. The increasing amount of application of SIUP from year to year could not regard as indication of effective implementation policy. It is more caused by social environmental changes (in form of resident mobilization from other area and the increasing of awareness of business perpetrator society) and economic environmental change. Beside that, strategic position and sufficient facilities (such as road, market, etc) have significant role to the growth of commercial sector in Bekasi Municipality. Even though, there are more important matters from simply the increasing of the amount of application of S1UP, which is reversion of licensing function itself as instrument of restoration, monitoring, and controlling. With reference to the mentioned, there are some suggestions to enhance the implementation of license of commerce policy in Bekasi Municipality. They are service enhancing in licensing with orientation to the protection of public interest, increasing government official quantitative and qualitatively, utilization of Internet connection network for communicating and informing the regional policy, and also vertical supervising of high functionary to minimize the profiteering practice which harming business perpetrator.

Abstrak :
General Agreement on Trade in Services (GATS) has made significant impact on telecommunication industry in Indonesia. It ended the monopoly of telecommunication services provided for decades by two of State Owned Enterprises (SOE), PT Telkom and PT Indosat. After the GATS agreement, anyone can be a telecommunication services provider in Indonesia. Furthermore, the GATS agreement also describe that the protection toward domestic provider must be ended and gradual liberation must be accomplish in certain reasonable period reflected to the schedule of commitments in WTO. Due to this condition, Indosat must anticipate by re-planning, repositioning and reform its core business and organization in order to survive and gain some advantage from this new telecommunication platform policy that strongly support free competition. And so, the purposes of this paper are to examine and describe the anticipation of Indosat toward the new telecommunication platform and the Indosat participation toward the obligation to provide universal services. By using the description method with qualitative approach and back up fundamentally by service trade theories and GATS General principles along with obligation in telecommunication industry sets by WTO, this research is to find out how far that Indosat used its potentiality such as human resources, infrastructures, financial power, and its clusters to deaf with the trade liberation drive by GATS and to gain some advantage from the four Mode of Supply. The anticipation of Indosat toward the impact of GATS is done by focusing in wireless telecommunication business and by convergent the telecommunication sector with multimedia sector particularly in the advanced of Internet technology. Furthermore, Indosat is also gain some fundamental benefit from Mode of Supply and from lndosat cooperation along with other subsidiary of STT Telemedia Group. While in the obligation to provide universal services, Indosat have a quite limited participation by providing telecommunication infrastructures in several Java regions and rely heavily on government initiative. Indosat also less satisfactory to community due to the case that it only heavily provide personal services through its wireless technology rather than providing services for community or group. The Indosat's wireless technology on communal based is not affordable because it's costly. Actually Indosat can and should participated more than what it has been done by developed a co-partnership with people to provide a win-win solution in expanding the universal service obligation and by built affordable services for community (communal based). A thorough and integrated understanding of telecommunication industry and services in Indonesia is very important due to benefit that society will gain from it. The telecommunication industry will open many new opportunities and create information society, which is a pra-requirement for advanced, and knowledge based society.

Abstrak :
Dalam menghadapi era globalisasi, peran lembaga riset seperti Balai Besar Kimia dan Kemasan (BBKK) sebagai salah satu institusi yang juga bergerak dalam bidang pelayanan jasa teknis (PTT) akan menjadi semakin penting, disebabkan berbagai produk yang dihasilkan oleh industri dituntut untuk dapat memenuhi berbagai persyaratan baik itu secara nasional maupun internasional. Tuntutan itu bukan saja berasal dari suatu negara, tetapi disebabkan oleh semakin tingginya kesadaran dari masyarakat dan tersedianya berbagai pilihan dari suatu produk, sehingga masyarakat dapat menentukan pilihan yang baik dan juga ekonomis. Dalam menghadapi era globalisasi ini, maka Balai Besar Kimia dan Kemasan dituntut dapat terus meningkatkan kemampuan pelayanan jasa teknisnya melalui proses pembelajaran, agar dapat mengantisipasi tuntutan dari industri-industri sebagai pengguna pelayanan jasa teknis. Tujuan penelitian ini adalah untuk menjelaskan persepsi pelanggan terhadap kemampuan pelayanan jasa teknis (PJT) Balai Besar Kimia dan Kemasan, menggambarkan harapan pelanggan terhadap kemampuan pelayanan jasa teknis (PJT} yang diberikan Balai Besar Kimia dan Kemasan, mengetahui persepsi karyawan terhadap proses pembelajaran yang selama ini dilakukan untuk menjamin kepuasan pelanggan, serta menjelaskan pembelajaran yang sesuai dalam menentukan strategi peningkatan kemampuan pelayanan jasa teknis untuk menjamin kepuasan pelanggan di Balai Besar Kimia dan Kemasan. Kemampuan pelayanan jasa teknis (PJT) Balai Besar Kimia dan Kemasan diukur dengan menggunakan perspektif pelanggan berdasarkan persepsi dan harapan pelanggan dengan melihat tingkat aspek kepuasan pelanggan, yaitu: tangiblity, reliability, responsiveness, assurance, don empathy. Data diolah dengan menggunakan analisa deskriptif, dengan menggunakan skala Likert. Sedangkan untuk proses pembelajaran di BBKK, adalah dengan melihat style (model) dan faktor pendorong yang memudahkan atau mempersulit terjadinya proses pembelajaran, dengan menggunakan analisa faktor dan bantuan software SPSS versi 12. Dari hasil analisa terhadap strategi peningkatan kemampuan pelayanan jasa teknis untuk menjamin kepuasan pelanggan melalui proses pembelajaran di BBKK, yang diukur dengan menggunakan persepsi dan harapan pelanggan diperoleh persepsi terendah yang terdapat pada BBKK sangat tanggap dan mampu memberikan pelayanan yang Saudara butuhkan (terdapat pada dimensi responsiveness), sedangkan harapan pelanggan yang tertinggi adalah penjelasan dari karyawan BBKK tentang informasi pelayanan jasa teknis apa saja yang bisa dilayani dan besarnya biaya layanan yang dikenakan (terdapat pada dimensi emphaty). Untuk lima (5) dimensi aspek kepuasan pelanggan maka , skor persepsi rata-rata tertinggi adalah terletak pada dimensi tangibility. Sedangkan faktor yang berpengaruh terhadap terbentuknya style pembelajaran di BBKK menurut persepsi karyawan BBKK yaitu faktor Knowledge Acquisition merupakan faktor yang memberikan pengaruh tertinggi, kemudian diikuti oleh faktor Knowledge Sharing, dan yang terendah adalah Knowledge Utilization. Sedangkan faktor pendorong yang dapat memudahkan terjadinya pembelajaran di BBKK, dipengaruhi oleh System Perspective, Continuous Education, Scanning Imperative, Involved Leadership. Proses pembelajaran yang digunakan sebagai strategi peningkatan kemampuan pelayanan jasa teknis untuk menjamin kepuasan pelanggan dalam mengatasi kesenjangan yang terjadi antara persepsi dan harapan dan para pelanggan di BBKK adalah dengan jalan terus mengembangkan model pembelajaran yang terdapat pada faktor Knowledge Acquisition, jugs dengan lebih memfokuskan dan mengembangkan model pembelajaran yang ada pada faktor Knowledge Utilization dengan memperhatikan indikator value-chain focus dan skill development yaitu dengan menjaga keseimbangan terhadap penggunaan dan pemanfaatan ilmu pengetahuan yang berhubungan dengan aktifitas pelayanan maupun penjualan (value-chain focus) begitu juga terhadap pengembangan keterampilan individu maupun keterampilan kelompok (skill development) dan juga terhadap faktor Knowledge Sharing. Sementara untuk empat faktor pendorong seperti system perspective, continous education, scanning imperative, dan involved leadership agar terus dipertahankan dan dikembangkan. Namun faktor pendorong seperti performance gap dan concern for measurement perlu untuk ditingkatkan, agar kemajuan organisasi selalu dapat dipantau.

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In facing the globalization era the roles of research center like the center of chemical and packaging (or known as BBKK) as one of the institutions that also played in technical service provision. BBKK would become increasingly important due to various products produced by the industry demanded to be able to meet various requirements either at national and international level. The demands did not only come from a country, but also caused by the increase in society awareness and the availability of various alternatives of certain products. Therefore the society was able to make wise choices and also economical. In facing the globalization, BBKK was continuously demanded to improve the technical services through the Learning process in order to be able to anticipate the demands of the industries as the users of the technical services provision. The purpose of the research was to elaborate the customer perception towards the ability of the technical service provision (1) BBKK portrayed the customers expectations towards the ability of technical service provision that were provided by BBKK, (2) knowing the staff perceptions towards the Learning process that had been done all this time to ensure the customers satisfaction, (3) elaborating appropriate teaming in determining the improvement strategy of the technical service provision capacity to ensure the customer satisfaction in BBKK. The capacity of technical service provision, BBKK was measured using the customers' perspectives based on the customer perceptions and expectations through looking at the following customers satisfaction: tangibility, reliability, and responsiveness, assurance, and empathy. Data were processed using descriptive analysis with Likerts scales. As for the learning process in BBKK it was done by looking at the styles or model and supporting factors that simplified or complicated the occurrence of learning process using factor analysis and SPSS version 12 software. From the results of the analysis towards the strategy of capacity improvement of providing technical services to ensure the customers satisfaction through learning process in BBKK, that was measured with the customers perceptions and expectations, obtained the lowest perceptions in BBKK i.e., very responsive and was able to provide services needed (in the responsiveness dimension), as for the highest customers expectation was the elaboration from the staff of BBKK on the information of technical service provision such as what services were provided and how much money should they pay for such service (in the empathy dimension). For five dimensions of customers? satisfaction aspects an average high score of perception was laid on the tangibility dimension. As for the factors influencing the form of the styles of learning in BBKK according to the staff perceptions i.e., knowledge acquisition factor had the highest influence, then it was followed by knowledge sharing factor, and the lowest one was knowledge utilization. As for the supporting factors that could simplify the occurrence of learning in BBKK were influenced by the perception system, continuous education, scanning imperative, involved leadership. The learning process used as the improvement strategy of technical service provision to ensure the customer satisfaction in handling the gap between the customers perceptions and expectations in BBKK, it was done by continuously developing learning models that were existed in the knowledge acquisition factor, and also by more focused and developing learning model that existed in the knowledge utilization factor by considering the value-chains indicators and skills development, i.e., by maintaining the balance towards the use and the exploitation of knowledge that was related with the services activities as well as the sale (value-chain focus) that also applied towards the development of individual or group skills (skills development) and also towards knowledge sharing factor. As for the 4 supporting factors such as perspective system, continuous education, scanning imperative and involved leadership needed to be maintained and developed. However, the supporting factors such as performance gap and concern for measurement needed to be improved so that the organizational progress could always be monitored.

Abstrak :
ABSTRAK
Dengan menggunakan hasil evaluasi kinerja organisasi Lapan Tahun 2010 dapat disimpulkan bahwa dari 8 (delapan) aspek yang diukur, terdapat 6 (enam) aspek yang hasilnya masih dibawah rata-rata, yaitu manajemen SDM, kepemimpinan, manajemen proses, pencapaian hasil, pengukuran, analisis dan manajemen informasi kinerja, dan Penganggaran. Dengan menggunakan konsep 7‟S McKinsey, peneliti ingin melihat bagaimana kinerja organisasi Lapan dan permasalahan apa yang dihadapi dalam rangka meningkatkan manajemen kinerja di Lapan. Penelitian ini menggunakan pendekatan Post-Positivism dan proses pengumpulan datanya dilakukan secara kualitatif. Hasil penelitian menyimpulkan bahwa ada tahapan yang tidak dilakukan dalam proses penyusunan strategi jangka menengah, masih terdapat tumpang tindih tugas dan fungsi antar Satuan Kerja, sistem yang ada belum seluruhnya diimplementasikan dengan baik, penempatan SDM banyak yang tidak tepat, diperlukan komitmen pimpinan dalam peningkatan skills, dan Style pimpinan tertinggi di Lapan adalah demokratis dimana merupakan modal utama buat meningkatkan kualitas kinerja organisasi.

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ABSTRACT
By using the results of the performance evaluation organizations Lapan in 2010 can be concluded that of 8 (eight) aspects measured, there are 6 (six) aspects of the results are still below average, ie human resources management, leadership, process management, achievement of results, measurement, analysis and performance of information management, and budgeting. By using the concept of 7'S McKinsey, researchers wanted to see how the performance of the organization Lapan and what the problems faced in order to improve performance management in Lapan. This study uses the approach of Post-Positivism and the process of data collection is qualitative. The study concluded that there are stages that are not carried in the process of preparing a medium-term strategy, there are overlapping tasks and functions between the Unit, the existing system has not been fully implemented properly, many human resources placement is incorrect necessary leadership commitment in improving skills, and Style highest leadership in Lapan is a democratic where the main capital for improving the quality of organizational performance.

Abstrak :
ABSTRAK
Tesis ini membahas tentang praktik collaborative governance serta faktor yang mempengaruhinya dalam Program Planet Kakao.Planet Kakao adalah program yang diinisiasi oleh Pemerintah Provinsi Jawa Timur melalui Dinas Perkebunan guna mengelola perkebunan kakao dari hulu ke hilir melalui perkebunan rakyat. Program ini tidak hanya menggandeng petani, namun juga pihak swasta, Bidang Perkebunan di pemerintah daerah kabupaten, Pusat Penelitian Kopi dan Kakao serta Asosiasi Petani Kakao Indonesia. Penelitian dibatasi di dua daerah, yakni Blitar dan Mojokerto.Penelitian menggunakan pendekatan post-positivism dengan wawancara dan studi literatur sebagai metode pengumpulan data. Model collaborative governance yang digunakan dalam penelitian adalah model Ansell dan Gash. Berdasarkan hasil analisis data, ditemukan adanya proses kolaboratif dalam pelaksanaan program. Meskipun dilaksanakan dalam lingkup satu provinsi, nyatanya terdapat perbedaan antara kedua daerah.Salah satunya adalah adanya indikasi distrust di salah satu daerah. Selain itu, faktor kepemimpinan menjadi faktor yang paling mendeterminasi program sejak awal di kedua daerah, namun informal leader di satu daerah lebih kuat sehingga memberikan pengaruh lebih dalam forum kolaborasi.

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ABSTRACT
This thesis discusses the practice of collaborative governance and the factors that influence it in the Planet Kakao Program. Planet Kakao is a program initiated by the East Java Provincial Government through the Plantation Office to manage cocoa plantations from upstream to downstream through smallholder plantations. This program not only collaborates with farmers, but also the private sector, Plantation in the district government, the Coffee and Cocoa Research Center and the Indonesian Cocoa Farmers Association. Research is limited to two regions, namely Blitar and Mojokerto. The study used a post-positivist approach with interviews and literature studies as a method of data collection. The collaborative governance model used in the study is the Ansell and Gash models. Based on the results of data analysis, a collaborative process was found in the implementation of the program. Although carried out within the scope of one province, in fact there are differences between the two regions. One of them is the indication of distrust in one area. In addition, leadership factor have been the most determinant factor in the program since the beginning in both regions, but informal leaders in one region are stronger so that they have more influence in the collaboration forum.

Abstrak :
ABSTRAK
Hasil kajian yang dilakukan oleh Japan International Cooperation Agency (JICA) pada tahun 2004 dalam studi berkaitan dengan Trade and Related System and Procedure di Indonesia, disebutkan bahwa pelaku bisnis yang terlibat dengan perdagangan internasional membutuhkan administrasi kepabeanan yang memberikan ?pelayanan prima? (excellent service with swift, transparent, and immediate response) dan pelayanan cepat dan murah (faster, cheaper, and better). Direktorat Jenderal Bea dan Cukai (DJBC) sebagai salah satu lembaga pemerintah yang berkaitan langsung dengan dengan perdagangan internasional dituntut untuk dapat senantiasa memperbaharui diri (self-reinventing) sesuai dengan aspirasi masyarakat dan perkembangan mutakhir teknologi keuangan serta administrasi publik. Dari hasil pembahasan terhadap penelitian yang dilakukan ditarik kesimpulan bahwa meskipun tatalaksana impor yang berlaku telah mengalami berbagai penyempurnaan akan tetapi penerapan di lapangan masih menemui beberapa hambatan. Hambatan yang masih terjadi terutama berkaitan dengan jangka waktu pelayanan atas PIB yang melalui Jalur Merah yaitu pada proses pemeriksaan fisik dan proses pemeriksaan dokumen. Selain itu, sistem pertukaran data elektronik yang telah berjalan masih belum menggabungkan semua entitas yang terkait dengan proses importasi barang dalam komunitas jaringan pertukaran data elektronik (PDE) sehingga pertukaran informasi berkaitan dengan penanganan dokumen pabean dan pengeluaran barang menjadi belum optimal. Untuk itu maka saran yang diberikan adalah mendesak integrasi Sistem National Single Window (NSW) dengan Sistem Aplikasi Pelayanan Impor mengingat dengan Sistem NSW maka semua entitas yang terkait dengan lalulintas ekspor dan impor khususnya dengan penanganan dokumen kepabeanan dan pengeluaran barang dapat saling bertukar informasi sehingga akan meminimalisasi waktu dan biaya yang timbul dalam penanganan dokumen kepabeanan dan pengeluaran barang, penyempurnaan sistem aplikasi pelayanan impor, perlunya peningkatan kemampuan dan pengetahuan dari pejabat/petugas yang terkait dengan proses pelayanan impor, perlunya pertemuan rutin dengan pengguna jasa di wilayah pengawasan KPPBC Tipe Madya Pabean Soekarno Hatta untuk menjalin komunikasi antara pihak pabean dengan pengguna jasa, serta melakukan rekayasa ulang terhadap proses pelayanan kepabeanan yang berorientasi kepada proses sehingga dapat tercapai peningkatan signifikan dalam waktu yang diperlukan untuk pengeluaran barang impor tanpa mengorbankan fungsi pengawasan penerimaan negara itu sendiri.

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ABSTRACT
(JICA) in 2004 in a study related to the Trade and Related System and Procedure in Indonesia, mentioned that the business involved with international trade need the customs administration that give a "prime services" (excellent service with swift, transparent, and immediate response) and give services that fast and reasonable (faster, cheaper, and better). Directorate General of Customs and Excise (DGCE) as one of the government relating directly with the international trade are required to be constantly updating themselves (self-reinventing) in accordance with the aspirations of the community and the development of sophisticated technology of finance and public administration. As the results of research conducted, a conclusion is drawn that although the applicable import procedure have experienced various improvement but still encountered some obstacles of implementation in the field. Obstacles that still occur especially in relation to the time period of customs declaration on the Red Channel through the process on the physical examination and document examination. In addition, current electronic data exchange system still has not integrating all entities associated with the process of goods importation within electronic data interchange (EDI) network community so that the exchange of information related to the handling of customs documents and the releasing of the goods not be optimal. To the suggestion that it is urgent given to the integration of National Single Window (NSW) with the current imports application system to take an advantages of NSW system where all entities associated with the import and export activities especially with the handling of customs documents and releasing goods can exchange information so that it will minimize time and costs incurred, improvement of the import applications system, the need to increase the skills and knowledge of the officers/officials associated with the import process, the need for regular meetings with the market forces in the area of supervision of Soekarno Hatta Customs Service Office to establish communication between the customs officer and the market forces, and perform re-engineering that process oriented of the customs procedure so that significant decrease in time required for import of goods can be achieved without compromising the function of supervision of the customs revenue itself.

Abstrak :
Tesis ini membahas mengenai analisis kondisi knowledge management di Sekretariat Jenderal Mahkamah Konstitusi. Penelitian ini bertujuan untuk mengetahui kondisi organisasi Setjen Mahkamah Konstitusi menurut pendekatan 5 enabler Nonaka, kondisi yang seharusnya dimiliki organisasi yang memenuhi persyaratan penerapan knowledge management dan untuk mengetahui strategi organisasi Setjen Mahkamah Konstitusi dalam mewujudkan kondisi organisasi yang mendukung penerapan knowledge management. Penerapan knowledge management di dalam organisasi merupakan suatu proses mengumpulkan, memproses, menyimpan dan menyediakan pengetahuan bagi organisasi. Dengan demikian organisasi diharapkan dapat meningkatkan pelayanannya kepada masyarakat. Penelitian ini adalah penelitian kualitatif dengan desain deskriptif. Penelitian ini dilakukan dengan pendekatan kualitatif, karena berusaha mengungkapkan dan menjelaskan adanya gejala, fakta dan kejadian secara deskriptif. Hasil penelitian menunjukkan bahwa kondisi Setjen Mahkamah Konstitusi memenuhi persyaratan diterapkannya Knowledge Management, yaitu intention, autonomy, fluctuation and creative chaos, redundancy dan requisite variety. Motivasi organisasi Setjen Mahkamah Konstitusi untuk menerapkan manajemen pengetahuan, yaitu: knowledge centric driver, personal driver, structure based organization driver, dan techonology driver. Faktor-faktor yang menentukan keberhasilan penerapan knowledge management adalah budaya sharing knowledge, organisasi/infrastruktur IT yang mendukung, proses pengelolaan pengetahuan yang efektif dan efisien, serta adanya pengukuran keberhasilan yang jelas. Sedangkan organisasi Setjen Mahkamah Konstitusi sendiri memiliki hirarki rendah, intensitas administrasi cukup serta formalisasi, kompleksitas dan sentralitas organisasi yang tinggi. Untuk itu strategi yang dapat digunakan oleh organisasi Setjen Mahkamah Konstitusi dalam menerapkan knowledge management adalah strategi pembelajaran organisasi dengan pendekatan spiral SECI dari Nonaka.

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The research based-paper discuses about the analysis of knowledge management at Secretariat General of the Constitutional Court of Indonesia. It is aimed to find out the condition of the organization through the 5 enabler Ba Nonaka, a set of condition the organization should have to implement the knowledge management. Knowledge management is a set of processes, practices, and management philosophies that exist to collect, process, store, and make available the organizational knowledge that enables government agencies to be more proficient and competitive in the delivery of public services. The research is qualitative with descriptive design. The qualitative design is to explore and explained the reality descriptively. The result shows that the secretariat general of the Constitutional Court has fulfilled the prerequisites to implement knowledge management, namely intention, autonomy, fluctuation, and creative chaos, redundancy, and requisite variety. The motivations of the organization in implementing knowledge management are knowledge centric driver, personal driver, structure based organization driver, and technology driver. The success defining factors of the implementation are sharing knowledge custom, the infrastructure of information technology, the effective and efficient process of knowledge management, and exact measurement of success. The organization is said to have low hierarchy, medium administration intensity, and high in complexity, formalization, and centralization of the organization. Therefore, the strategy to be applied for the organization in order to implement the knowledge management is the spiral SECI and Nonaka approach.