BSI PD ISO/TR 7179:2023

$189.07

Service excellence. Practices for achieving service excellence

Published By	Publication Date	Number of Pages
BSI	2023	46

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Categories: 03.080.01 - Services in general, BSI

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PDF Catalog

PDF Pages	PDF Title
2	National foreword
7	Foreword
8	Introduction
9	1 Scope 2 Normative references 3 Terms and definitions 4 Methodology and overview of selected organizations 4.1 Methodology
12	4.2 Overview of selected organizations
16	5 Practices of service excellence leadership and strategy 5.1 General 5.2 Service excellence vision, mission and strategy 5.2.1 Customer centricity aspect in vision and mission
17	5.2.2 Humanistic care and strategy for service ecosystem
18	5.3 Service excellence leadership and management requirement 5.3.1 Management responsibility
19	5.3.2 Manager’s processes and roles
20	6 Practices of service excellence culture and employee engagement 6.1 General 6.2 Service excellence culture 6.2.1 Cultural values and learning journey
21	6.2.2 Cultural values by co-creation and sharing best practices among employees
22	6.2.3 Framework of deeply understanding BtoB service
23	6.2.4 Leadership in implementing service excellence culture
24	6.3 Employee engagement 6.3.1 Blended learning and service excellence academy
25	6.3.2 Recognition and enhancement of customer centricity
26	6.3.3 Mechanisms of increasing employee engagement 7 Practices of creating outstanding customer experiences 7.1 General
27	7.2 Understanding customer needs, expectations and desires 7.2.1 Use of customer experience management platform 7.2.2 Revealing latent customer needs
28	7.2.3 Touchpoint management and understanding customers
29	7.2.4 Capturing and monitoring customer feedback to understand customers
30	7.3 Designing and renewing outstanding customer experiences 7.3.1 Service promise, standard, and recovery excellence
31	7.3.2 Co-design of the customer experience starting with clarifying service promise
32	7.3.3 Customer care training and integrated management system
33	7.4 Service innovation management 7.4.1 Dedicated time slots for new employees and online user community
34	7.4.2 Horizontal deployment of service excellence culture through successful case
35	7.4.3 Appreciating ideas from front-line employees and professional employees
36	7.4.4 Pursuing personalizing services through the service innovation management
37	8 Practices of operational service excellence 8.1 General 8.2 Managing customer-experience-related efficient and effective processes and organizational structure 8.2.1 Partnership and customer-experience-related technologies
38	8.2.2 Compatibility of operational excellence and excellent service
39	8.3 Monitoring service excellence activities and results 8.3.1 Use of key performance indicators
40	8.3.2 Use of various measurement tools
41	8.3.3 Causal relationship relevant to service excellence effect chain
45	Annex A (informative) Template of practices for the best possible implementation of service excellence