Today's increasingly fierce business competition demands the company to be more effective and efficient to provide better value to its customers through improved service quality. The ERP (Enterprise Resources Planning) system is an information technology designed to automate business processes and integrate all the necessary resources, information and activities. The failure in ERP implementation is also quite high because the organization is not ready to confront the cultural change as a result of the ERP implementation. Here leadership roles are enormous, as leaders can shape organizational culture and lead cultural change, as well as directly affect the success of ERP implementation itself. The purpose this termpaper is to examine the role of organizational culture and leadership model in the implementation of ERP system, and the role of ERP system to service quality in PT XYZ. The study was conducted based on the interviews with Internal / System Consultant at PT XYZ and literature review using descriptive analysis method and qualitative approach. The literature approach is based on the theory of Organizational culture and Leadership as well as Service Gap Models. The results of the study indicate that organizational culture and leadership models in PT XYZ have not fully supported the ERP implementation process. ERP system has not also shown a positive role to service quality and there is a knowledge gap between management and customers. / Persaingan bisnis saat ini semakin ketat menuntut perusahaan agar lebih efektif dan efisien sehingga dapat memberikan value yang lebih kepada pelanggannya melalui peningkatan service quality. Sistem ERP (Enterpraise Resources Planning) adalah sebuah teknologi informasi yang dirancang untuk mengotomatisasi proses bisnis dan mengintegrasikan semua sumber daya, informasi dan aktivitas yang diperlukan. Tingkat kegagalan implementasi ERP juga cukup tinggi karena organisasi tidak siap dalam menghadapai perubahan budaya sebagai akibat dari penggunaan sistem ERP tersebut. Di sini peran kepemimpinan sangat besar, karena pemimpin dapat membentuk budaya organisasi dan memimpin terjadinya perubahan budaya, sekaligus berpengaruh langsung terhadap keberhasilan implementasi ERP itu sendiri. Tujuan penulisan termpapers ini adalah untuk mengkaji peran kultur organisasi dan model kepemimpinan terhadap implementasi sistem ERP, dan peran sistem ERP terhadap service quality di PT XYZ. Kajian dilakukan berdasarkan hasil wawancara dengan Internal/ System Consultant di PT XYZ dan tinjauan literatur dengan menggunakan metode analisis deskriptif dan pendekatan kualitatif. Pendekatan literatur didasarkan pada teori Organizational culture dan Leadership serta Service Gap Model. Hasil kajian menunjukkan bahwa kultur organisasi dan model kepemimpinan di PT XYZ belum sepenuhnya mendukung proses implementasi ERP. Sistem ERP juga belum menujukkan peran positif terhadap service quality dan terjadi knowledge gap antara managemen dan pelanggan.