Market Leader Through Service Excellence
World-Class Approaches to Managing Excellent Services
Matthias Gouthier [Ed.]
Excellent service does not just happen by itself. Best-in-class companies worldwide use concepts that have established themselves under the label “service excellence.” The edited volume “Market Leader Through Service Excellence – World-Class Approaches to Managing Excellent Services” is dedicated to the essential question of how service excellence is implemented and lived by and in successful companies. The structure of the book is based on the model of service excellence as it is anchored in the ISO 23592:2021. To this end, proven experts from various industries present best practices demonstrating successful ways to implement service excellence.
With contributions from Ferri Abolhassan, Björn Becker, Sabine Börnsen, Philippe Clarinval, Svenja Daniel, Matthias Gouthier, Enrico Jensch, Juliane Köninger, Michael Moritz, Christian Polenz, Matthias Raquet, Christopher Rastin, Carsten K. Rath and Kristina Rodig.
Virtual Keynote Speech at the 1st Service Excellence Forum
This recorded video speech was presented at the 1st Chinese Service Excellence Forum on September 23, 2022. It describes essential insights about service excellence as a crucial business success factor. For this purpose, the presentation is divided into the following four parts:
2) Service excellence is value-creating
3) Service excellence has to be implemented systematically
4) Summary and outlook
Video presentation at the China Forum on Standardization of Trade in Services (CFSTS)
Prof. Tsuru, the convenor of ISO/TC 312/WG 2 (Design of excellent services) presented ISO/TS 24082 at the China Forum on Standardization of Trade in Services (CFSTS) in September 5th,2021. ISO/TS 24082 offers guidance on designing excellent service to achieve outstanding customer experiences. She spoke about the key contents of ISO/TS 24082, benefits of excellent service in this video.
Video presentation 4th CQC
This concise video presentation was recorded for the 4th China Quality Conference (CQC). It offers significant insights into the topic of Service Excellence. To do so, the presentation is divided into the following three parts:
1.) Initial Point: Relevance of Service Excellence
2.) Status quo: ISO 23592:2021 Service Excellence
3.) Outlook: New Work Items of ISO/TC 312