“Service excellence has been introduced not only in Germany but also in many organizations around the world (ISO/TC 312 Chair Interview)”
ISO/TC 312 is an expert committee of the International Organization for Standardization (ISO) working on the international standardization of service excellence. Service excellence is an effort to improve "an organization's ability to consistently provide excellent service*1," and since its establishment in 2017, this committee has been working on developing international standards for service excellence. This time, we spoke to German Professor Matthias Gotsche, who serves as the chair of ISO/TC 312, about examples in Germany and the future direction of international standardization.