ABSTRAK

Nama

: Fitria Irmalasari

Program Studi

: Ilmu Perpustakaan dan Informasi

Judul

: Strategi Arsip Nasional Republik Indonesia (ANRI) dalam

Meningkatkan Mutu Layanan: Studi Kasus Subdirektorat
Layanan Arsip

Penelitian ini membahas mengenai Strategi Arsip Nasional RI dalam

meningkatkan mutu layanan kearsipan. Strategi peningkatan mutu layanan dapat
menjadi modal bagi lembaga arsip untuk meningkatkan pemanfaatan khazanah
arsip dan menampilkan citra positif lembaga arsip demi mencapai outcomes
layanan arsip yang bermutu, yaitu kepuasan pengguna. Permasalahan pada
penelitian ini adalah apa saja faktor yang mempengaruhi mutu layanan dan
bagaimana strategi yang dilakukan oleh Subdirektorat Layanan Arsip Nasional RI
dalam meningkatkan mutu layanan. Penelitian ini bertujuan untuk
mendeskripsikan strategi layanan yang dilakukan oleh Arsip Nasional RI. Metode
penelitian ini adalah kualitatif deskriptif melalui pendekatan studi kasus. Hasil
penelitian ini menunjukkan bahwa faktor-faktor yang mempengaruhi peningkatan
mutu layanan adalah Sumber Daya Manusia, sarana & prasarana, serta
ketersediaan arsip. Strategi mutu layanan dilakukan melalui perumusan rencana
strategis 2015-2019 berdasarkan analisis SWOT. Adapun implementasi strategi
layanan di Subdirektorat Layanan Arsip, yaitu: Pengembangan SDM melalui
pendelegasian untuk mengikuti pendidikan dan pelatihan, sertifikasi ISO 9001:
2008 tentang Sistem Manajemen Mutu, penyelenggaraan inovasi layanan arsip
statis terintegrasi, pemanfaatan teknologi, sinergi antar lembaga, fasilitasi layanan
pemanfaatan arsip statis, dan efisiensi jangka waktu layanan arsip. Strategi
layanan di Subdirektorat Layanan Arsip memiliki suatu indikator, yaitu kepuasan
pengguna
Kata Kunci: Strategi, mutu layanan, layanan arsip, manajemen kearsipan, ANRI

ABSTRACT
Name

: Fitria Irmalasari

Study Program

: Library and Information Science

Title

: The Strategy of National Archives of The Republic of

Indonesia (ANRI) on Improvement of Quality Services: A
Case Study of Sub-Directorate of Archives Service

This study discuss about the strategy of National Archives on improving the
quality of archival services. The strategy of improving quality services can be a
capital for chancery institution to increase the usage of the valuable archives and
to show the positive image of chancery institution for gaining the outcomes of a
qualified archival services and that is the satisfaction of the user. The main
problems of this study are what the factors that can influence the quality services
are and how the strategy of Sub-Directorate of Archives Services on improving
the quality services is. This study aimed to describe the services strategy that is
undertook by National Archives of The Republic of Indonesia. This researchs
method is qualitative-descriptive through a case-study approach. The conclusion
of this research shows the factors that influence the improvement of quality
services are human resources, tools and infrastructures, and also the availability of
the archives. Strategy of quality services is undertook through 2015-2019s
strategic formulation plan based on SWOT analysis. Thus the implementation of
services strategy in Sub-Directorate of Archives Services are: the development of
human resources through the delegation to enroll some education and training,
ISO 9001:2008 certification about Management Qualitys System, implementation
of integrated static archives services innovation, usage of technology, synergy of
institutions, service of static archiving usage facilitated, and efficiency of archive
services times period. Services strategy in Sub-Directorate of Archives Strategy
has an indicator and it is the satisfaction of the user.
Keywords: Strategy, Quality Service, Archive Services, Archival Management,
National Archives of The Republic of Indonesia