Prof. Matthias Gouthier's Linkedin post on Service Excellence - Principles and Model
Excellent service is not only desirable from the customer's point of view. It also helps companies to increase their sales and benefit from higher profit margins. How these objectives can be achieved through service excellence is in the focus of the international project ISO/AWI 23592 "Service Excellence - Principles and model for customer-centered organizations". This project is concerned with the development of principles and a model of service excellence that guides companies on how to design and deliver excellent services in order to create outstanding customer experiences and delighted customers. To this end, meetings of both the national mirror committee NA 159-01-22 AA "Service Excellence" at DIN and the working groups 1 and 2 of the international committee ISO/TC 312 "Excellence in service" took place in mid-February 2020 in Essen under the direction of Prof. Dr. Matthias Gouthier. As a result, a document was adopted which will soon be published as a committee draft for this project. The final publication as ISO standard is planned for spring 2021. More information about the work of the committee can be found on the ISO/TC 312 website: https://lnkd.in/dZwTGpD.
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