Monthly Roundup: Service Excellence and Organizational Management Standards from September 2025

Looking back at September 2025, the field of Service Excellence and Organizational Management (ICS Code 03) saw an important development with the publication of a new technical specification focused on maturity assessment for service delivery. During this period, only one standard—ISO/TS 19387:2025, Service excellence – Maturity model—was issued, but its impact resonates across organizations pursuing systematic service improvement. For professionals aiming to keep their quality, management, and compliance practices up to date, this overview offers a critical synthesis of the month's sole, yet pivotal, standards activity.

Monthly Overview: September 2025

September 2025 was characterized by highly targeted standardization activity within the Service Excellence and Organizational Management sector. While the volume of publications was limited, the depth and breadth of guidance provided by ISO/TS 19387:2025 reflects a maturing industry focus on measurable, sustainable improvement in service delivery. The publication complements foundational principles set out in ISO 23592 and continues the trend toward frameworks that emphasize self-assessment, continual improvement, and customer-centric outcomes.

Notably, this period underscored a shift: rather than releasing multiple incremental standards, the International Organization for Standardization (ISO) delivered a robust tool for comprehensive organizational assessment and transformation. Designed for all organizations providing services—from large multinationals to non-profits—the maturity model lays groundwork for benchmarking, gap analysis, and action-driven improvement.

Industry stakeholders should note that the standard not only integrates proven methodologies but also echoes a growing demand for dynamic, data-driven approaches to service excellence. Its broad applicability and adaptability signal ISO's response to an increasingly complex and competitive service environment.

Standards Published This Month

ISO/TS 19387:2025 – Service Excellence – Maturity Model

Full Standard Title: Service excellence – Maturity model

Scope and Application: ISO/TS 19387:2025 establishes the principles and offers detailed guidance for assessing and improving service excellence within any organization delivering services. Leveraging the foundational concepts of ISO 23592, this technical specification introduces a structured Service Excellence Maturity Model (SEMM) encompassing four core dimensions and nine elements, applicable industry-wide—from commercial enterprises and manufacturing to public administration and not-for-profit sectors.

Organizations can employ the SEMM either holistically or selectively by focusing on specific dimensions or elements most relevant to their operational priorities. The standard is equally suitable for internal benchmarking, external audits, or as a roadmap to guide future improvements in service delivery.

Key Requirements and Specifications:

• Outlines a five-level maturity model permitting organizations to determine their current state in delivering service excellence, from initial (reactive) to advanced (proactive and innovative) maturity.
• Emphasizes principles such as transparency, objective assessment, data integrity, benchmarking, and continual improvement.
• Provides methodologies for establishing an assessment table, defining criteria, and gathering evidence for each maturity level.
• Offers guidance for implementing improvement plans based on gap analysis and facilitates ongoing performance management and evaluation.
• Directly references ISO 23592 (service excellence principles and model) and ISO/TS 23686 (measuring service excellence performance) for terminology and foundational requirements.

Intended Users:

• Any organization involved in service delivery—regardless of sector or size.
• Quality managers, organizational leaders, compliance officers, and consultants seeking a systematic approach to raising service standards.
• Teams responsible for internal or external audits and those charting strategic service improvement initiatives.

Integration in the Regulatory and Management Landscape:

• Serves as a companion to prior ISO service excellence publications, enhancing organizations’ ability to demonstrate alignment with international best practices.
• Supports regulatory and voluntary improvement programs by introducing a transparent, repeatable, and evidence-based evaluation system.
• Encourages comparability across service units/organizations through standardized criteria and levels.

Notable Features:

• The SEMM comprises four dimensions and nine elements, allowing granular as well as holistic assessment.
• Five well-defined maturity levels, facilitating clear progression tracking and target setting.
• Detailed annex with an example completed assessment table for practical guidance.
• Structured approach to both initial assessment and continual improvement, with specific provisions for ongoing evaluation, benchmarking, and stakeholder involvement.

Key highlights:

• Comprehensive five-level model for benchmarking and improvement
• Deepens alignment with ISO 23592’s service excellence principles
• Adaptable for any type or size of organization

Access the full standard:View ISO/TS 19387:2025 on iTeh Standards

Common Themes and Industry Trends

September’s publication of ISO/TS 19387:2025 is emblematic of a broader theme: the increasing integration of maturity models and structured self-assessment within service management paradigms. This reflects a maturing landscape where organizations are expected not just to provide competent services, but to systematically analyze, benchmark, and elevate their service delivery capabilities.

Emerging Focus Areas:

• Customer Delight & Stakeholder Value: The maturity model prioritizes movement from mere compliance and customer satisfaction to exceeding expectations fostering loyalty and advocacy.
• Process Orientation: With detailed criteria spanning organizational culture, process management, and continual improvement, the standard echoes global quality trends emphasizing end-to-end process enhancement.
• Comparability & Benchmarking: Increased emphasis on standardized assessment fosters intra- and inter-organizational learning by enabling meaningful performance comparisons.

Alignment with Industry Challenges: As industries face greater volatility, increased stakeholder demands, and technological disruption, having a structured yet adaptable framework for service improvement is critical. The SEMM’s approach—using measurable evidence, defined criteria, and clear improvement steps—directly addresses the need for agility and data-driven management in a competitive service environment.

Compliance and Implementation Considerations

For organizations looking to align with ISO/TS 19387:2025, a strategic approach is recommended:

• Understand the Scope: Review the full SEMM and determine whether to apply all four dimensions and nine elements or focus on high-priority areas.
• Baseline Assessment: Perform an initial maturity assessment to identify current strengths, weaknesses, and critical gaps.
• Action Planning: Use gap analysis results to develop targeted improvement initiatives with clearly defined objectives, responsibilities, and timelines.
• Integration: Ensure the SEMM is integrated with existing quality, compliance, and operational management systems, including any use of ISO 23592 or related frameworks.
• Stakeholder Engagement: Involve cross-functional teams and, where relevant, external stakeholders to validate findings and support implementation.
• Documentation and Evidence Management: Meticulously document assessment evidence and progression for internal review and potential external audit.

Timeline Considerations:

• Initial assessment can proceed as soon as leadership commitment is secured; improvement timelines will vary based on organization size, resources, and priority areas.
• Continued monitoring is vital: the standard’s principles underscore the importance of ongoing evaluation and periodic reassessment.

Resources for Getting Started:

• Full text of ISO/TS 19387:2025 (accessible via iTeh Standards)
• Related standards: ISO 23592 (service excellence principles), ISO/TS 23686 (performance measurement)
• Training and consultancy on maturity model application and continuous improvement methodologies

Conclusion: Key Takeaways from September 2025

In summary, while September 2025 saw the release of a single new standard for the Service Excellence and Organizational Management community, its influence is substantial. ISO/TS 19387:2025 equips organizations across all sectors with a robust and versatile maturity model for benchmarking and elevating service delivery, grounded in the principles of continual improvement and customer value.

Recommended Actions:

• Quality managers and compliance professionals should familiarize themselves with the SEMM structure and consider a baseline assessment.
• Organizations undergoing transformation or seeking to differentiate via service excellence can draw directly on the model’s holistic and detailed guidance.
• Staying up to date with structured service management standards ensures ongoing relevance, improved stakeholder outcomes, and competitive differentiation.

For those committed to operational excellence and sustainable improvement in service delivery, exploring the full capabilities of ISO/TS 19387:2025 is an essential next step.

Access the standard and discover further guidance:View ISO/TS 19387:2025 on iTeh Standards