Universitas Terbuka (UT) is a university with the largest management of student services which spread throughout Indonesia as well as Indonesian citizens living abroad with a total number of 320,700 students during 2019.1 registration period. Student service satisfaction is largely determined by the accuracy of the policy and the effectiveness of its implementation as set out in UT's strategic plan. The implementation of this policy is realized in the operationalization of the annual work program. There is a strategic power to operationalize the UT work program in the field, namely the role and presence of 40 regional offices (ROs) as UT's leading service sectors that must be supported by the leadership effectiveness capabilities and accuracy of operational decision making. The existence of UT ROs institutionally has been standardized in accordance with UT policy, but operationally every leadership of UT ROs will certainly face challenges, even problems related to the diversity of characteristics of its management area which are much influenced by social aspects (homogeneous and heterogeneous), culture (constructive and destructive), economy (income), geography (easy and difficult services), internal resources (governance and human resources), and national policies (implementation). The ability of a leader in applying decision-making techniques determines the success or failure in managing UT ROs
