ISO 23592:2021 PDF

Name: ISO 23592:2021 — Service excellence — Principles and model
SKU: ISO 23592:2021
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Service excellence — Principles and model

Название (английский):

ISO 23592:2021

Service excellence — Principles and model

Статус документа:: Действующий
Формат:: Электронный (PDF)
Количество страниц:: 22
Дата публикации:: 17 июня 2021 г.
Издание:: ISO IS 23592 edition 1 version 1
ICS:: 03.080.01

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Описание (английский):

This document specifies service excellence terminology, principles and model to achieve outstanding customer experience and sustainable customer delight. It does not focus on the provision of basic customer service but on the provision of excellent service. This document applies to all organizations delivering services, such as commercial organizations, public services and not-for-profit organizations.

Abstract

Похожие стандарты

Упомянутые в описании и другие стандарты ISO

Overview

ISO 23592:2021 - Service excellence: Principles and model provides a practical, organization‑wide framework for achieving outstanding customer experience and sustainable customer delight. The standard targets excellence (not basic service) and applies to all organizations delivering services - commercial, public sector and not‑for‑profit. It defines service excellence terminology, a set of guiding principles, and a four‑dimension service excellence model that supports delivery of individually excellent and surprisingly excellent services.

Key topics and requirements

Service excellence definition and intent: Capabilities to consistently deliver excellent services that create emotional connection and delight customers.

Service excellence pyramid: Levels 1–2 cover core service and feedback (customer satisfaction); Levels 3–4 focus on individual personalization and surprising experiences that produce customer delight.

Principles of service excellence include:

Managing the organization from an outside‑in, customer‑centric perspective
Deepening customer relationships through personalization and appropriate communication
People make the difference - broad employee and partner engagement
Balanced attention to customers, employees, subcontractors and stakeholders
Cross‑functional management of customer journeys
Leveraging appropriate technology
Creating sustainable value via co‑creation

Service excellence model (4 dimensions, 9 elements) - core elements described in the standard (detailed in clause 7):

Leadership and strategy: vision, mission, strategy, leadership and management
Culture and employee engagement: building a service excellence culture and motivating staff
Creating outstanding customer experiences: understanding needs, experience design, service innovation management
Operational service excellence: efficient, customer‑experience‑aligned processes, organizational structure and monitoring

Practical applications and users

ISO 23592:2021 is intended for organizations that want to move beyond satisfaction to create memorable, differentiating service experiences. Practical uses include:

Designing or updating a service excellence strategy and vision

Embedding customer‑centric processes across customer journeys

Structuring employee engagement and training programs to support delight

Guiding service design, innovation and co‑creation activities

Aligning technology, metrics and operations to deliver outstanding experiences

Typical users:

CX leaders, service designers and product managers

Quality, operations and HR leaders

Public service managers and nonprofit program leads

Consultants and auditors working on service excellence initiatives

Related standards

ISO/TS 24082 (service design activities for creating excellent services) - related to the “creating outstanding customer experiences” dimension

ISO/TS 23686 (metrics and methods to measure service excellence performance) - supports monitoring and measurement across the model

Keywords: ISO 23592:2021, service excellence, service excellence model, customer experience, customer delight, service excellence principles, service excellence pyramid, employee engagement, customer journey, service innovation.

ISO 23592:2021 PDF

Abstract

Похожие стандарты

Overview

Key topics and requirements

Practical applications and users

Related standards

Технические детали

ISO/TS 24082:2021

Service excellence — Designing excellent service to achieve outstanding customer experiences

PD ISO/TS 23686:2022

Service excellence. Measuring service excellence performance

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