Overview
ISO/TS 19387:2025 - Service excellence - Maturity model (SEMM) provides principles and guidance for assessing and improving service excellence maturity across any service-delivering organization. The Technical Specification defines a structured SEMM with five maturity levels, aligned to the four dimensions and nine elements of service excellence (per ISO 23592), and explains how to use a service excellence maturity assessment table to measure, benchmark and plan improvements. The specification supports evidence‑based assessments, internal and external audits, and continual improvement programs.
Key topics
- SEMM structure and levels: Five ordinal maturity levels that describe phased development of service excellence from initial to advanced (including customer delight).
- Assessment methodology: Guidance to develop and use a service excellence maturity assessment table, define criteria and evidence, and select relevant dimensions and elements.
- Principles for assessment: Emphasis on being objective, ensuring data management and analysis integrity, promoting transparency, enabling benchmarking, being dynamic, supporting continual improvement, and ensuring integrated assessment.
- Performing assessments: Step‑by‑step guidance for conducting assessments, performing gap analysis, and translating results into improvement actions and implementation plans.
- Governance and validation: Use of evidence‑based evaluation suitable for internal/external audits and stakeholder communication.
- Supporting material: Examples (informative annex) and references to related measurement and change-management guidance.
Applications
- Conduct a service maturity assessment to identify current capability against desired service excellence targets.
- Perform gap analysis and prioritize investments to close capability gaps.
- Use assessments for internal and external audits, performance reporting, or benchmarking across service units and organizations.
- Design and track continual improvement initiatives that move organizations up SEMM levels and increase customer satisfaction and delight.
- Support transformation programs and change management (e.g., coordinated with relevant ISO guidance) to reduce implementation failure risk.
Who should use it
- Service managers, CX and operations leaders, quality and audit teams
- Public service organizations, commercial enterprises, manufacturers with service activities, and not‑for‑profit service providers
- Consultants, trainers, and auditors implementing or evaluating service excellence initiatives
Related standards
- ISO 23592 - Service excellence: principles and model (primary reference for dimensions/elements)
- ISO/TS 23686 - Service excellence: measuring service excellence performance
- ISO/TS 19390 - Change management / transformation (recommended companion guidance)
Keywords: ISO/TS 19387, service excellence maturity model, SEMM, service maturity assessment, ISO 23592, continual improvement, service excellence audit.