Chinese Edition Launched: Market Leader Through Service Excellence
Click here to download the PDF file: Chinese Edition Market Leader Through Service Excellence
By the end of 2024, the book Market Leader Through Service Excellence: World-Class Approaches to Managing Excellent Services, edited by Matthias Gouthier, Chairperson of ISO/TC 312, was published by Economic Science Press (ESP) in China. ESP, a Class-A publisher and one of China's "Top 100 Publishing Houses," ranks first among economics publishers and second in management, according to the inaugural " Chinese Book Citation Index"
This book explores the compelling question of how service excellence is both implemented and embodied by successful companies. Grounded in the framework of the new ISO standard 23592:2021, it provides a comprehensive guide to achieving world-class service management. The publication of this work offers significant value to Chinese enterprises, equipping them with the knowledge and strategies needed to enhance their service excellence and drive improvements in service quality.
Service Excellence podcast by Kelly St Hill
The 8th episode of The QUALITY Link, features the Barbados National Standards Institution (BNSI), and a discussion on Customer Service and Standards. In this discussion, the Barbados national standards bureau engages three guests on the topic of what customer service is and how standards have aided in the improvement of relations with customers.
The interviews feature officers of the BNSI, but also incorporated a private sector businessperson who could speak to the value of customer service and what customers have come to expect from the business, especially in relation to addressing their issues and concerns
The speaker is Ms Kelly St Hill – Chair, Customer Service and Satisfaction Development Committee, BNSI – Member of TC312 – Service excellence
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:
1) Introduction
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
