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Standards Development
This document provides guidance for organizations on how to implement a service excellence specified on ISO 23592. This document can be used together with ISO/TS 24082 and ISO/TS 23686.
ISO 23592 defines the principles and provides a model for organizations to achieve outstanding customer experience and sustainable customer delight. Despite this international standard, organizations may struggle to identify the starting point wonder in order to achieve service excellence. This document provides approaches to ensure a successful and sustainable implementation of service excellence The approaches can be based on the following concepts in change management model(s).
- need for changes
- change direction
- change behaviour
- change sustainability
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