<![CDATA[Abstract. Secretary is a profession that has duties in the field of office administration and is related to jobs that contain secrets, both state secrets and company secrets. Secretary is a job engaged in the service sector, therefore a secretary must be able to provide the best service to its customers so that these customers feel satisfied and get everything they need. This study aims to determine the analysis of the implementation of excellent service by the secretary of the Sales Operation Division, PT United Tractors. The research uses a descriptive qualitative approach through observation and interview research methodologies. The results showed that the implementation of excellent service by the secretary of the Sales Operation Division, PT United Tractors was in accordance with the concept of excellent service, namely ability, attitude, appearance, attention, action and accountability. Keywords: Secretary, service excellent, competency Abstrak. Sekretaris merupakan profesi yang memiliki tugas dibidang administrasi perkantoran dan berhubungan dengan pekerjaan yang memiliki rahasia, baik rahasia negara maupun rahasia perusahaan. Sekretaris merupakan pekerjaan yang bergerak dibidang pelayanan, maka dari itu seorang sekretaris harus dapat memberikan layanan terbaik kepada para pelanggannya agar pelanggan tersebut merasa puas dan mendapatkan segala sesuatu yang mereka butuhkan. Penelitian ini bertujuan mengetahui analisis implementasi pelayanan prima oleh sekretaris Sales Operation Division, PT United Tractors. Penelitian menggunakan pendekatan kualitatif deskriptif melalui metodologi penelitian observasi dan wawancara. Hasil penelitian menunjukkan bahwa implementasi pelayanan prima yang dilakukan oleh sekretaris Sales Operation Division, PT United Tractors telah sesuai dengan konsep pelayanan prima yaitu ability, attitude, appearance, attention, action, dan accountability. Kata Kunci: Sekretaris, pelayanan prima, kompetensi]]>
