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Standards Development
This document provides the principles and guidance for a service excellence maturity model (SEMM). This document helps organizations to determine their own maturity level with regard to service excellence as defined in ISO 23592 and gives guidance for future improvements.
ISO/TC 312 has published its basic standard ISO 23592 - Service excellence — Principles and model in 2021. This general standard can be applied to all service organizations but does not provide specific guidance on implementing and continuously improving service excellence. Around 70 to 75 percent of all transformation programs in companies fail. Specifically, in the context of service excellence, various hurdles (e.g., lack of mindset) stand in the way of a successful implementation. Accordingly, a change management or transformation concept must accompany it. An essential supporting component is the valid mapping of the organization’s performance concerning the dimensions and elements of the service excellence model. For organizations to implement service excellence efficiently and effectively, it is helpful to have a tool to gauge the current level of maturity of service excellence relative to desired future improvements. This is where the maturity model comes into play. A maturity model describes the practices and processes needed at each level to reliably and sustainably achieve a corresponding level of desired performance. A service excellence maturity model (SEMM) aims to make service excellence measurable, assign the organization's current situation to a specific maturity level, and help organizations not only to fulfill the service expectations, but also to exceed them. Therefore, this document describes a service excellence maturity model (SEMM). The value of this document would be in giving guidance in assessing maturity levels to improve the service excellence concept of an organization. To promote continual improvements, it is important to make decisions based on a systematic overall picture of service excellence. Therefore, this document provides a systematic framework for assessment, the SEMM, which includes the five reference levels of maturity in each dimension and element of service excellence. In addition, the assessment of the maturity levels can be used as a starting point for implementing service excellence. Additionally, this new standard will make the necessary links with the following standards developed or in the process of developing such as: - ISO 23592:2021 - Service excellence — Principles and model - ISO/TS 23686:2022 - Service excellence — Measuring service excellence performance - ISO/TS 24082:2021 Service excellence — Designing excellent service to achieve outstanding customer experiences - ISO AWI - Service excellence — Implementation approach for ISO 23592
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