ISO/TC 312 - Excellence in service

This document establishes principles for and gives guidance on using a service excellence maturity model (SEMM). This document is applicable to all organizations delivering services, such as commercial organizations, manufacturing companies, public services and not-for-profit organizations. In accordance with ISO 23592, it can help organizations to determine their own maturity level with regard to service excellence. It also offers guidance for future improvements and can be used for internal and external audits. An organization can decide for itself whether the whole service excellence model with its four dimensions and nine elements or only selected dimensions and elements are assessed and improved.

This document gives guidance to organizations on how to implement service excellence based on ISO 23592. This document can be used in conjunction with ISO/TS 24082 and ISO/TS 23686.

This document establishes the principles of public service excellence and gives guidance on a public service excellence model. This document is applicable to public service organizations that deliver services and aim to provide an outstanding experience to their key stakeholders, such as the society (the citizens) they serve, and other partner organizations for the purpose of delivering excellent service.

This document provides practices for achieving service excellence. This document can be used when applying ISO 23592 and ISO/TS 24082.

This document specifies metrics and methods of measuring service excellence performance.

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.

This document specifies principles and activities for designing excellent service that achieve outstanding customer experience. It applies to all organizations delivering services, such as commercial organizations, public services and not-for-profit organizations.

This document specifies the guidelines to apply ISO 23592, including principles, models, and specific application methods to achieve service excellence by using digital approaches. This document applies to organizations having or planning to have digital service management systems.