ISO/TR 7179:2023
(Main)Service excellence — Practices for achieving service excellence
Service excellence — Practices for achieving service excellence
This document provides practices for achieving service excellence. This document can be used when applying ISO 23592 and ISO/TS 24082.
Excellence de service — Actions permettant d'atteindre l'excellence de service
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TECHNICAL ISO/TR
REPORT 7179
First edition
2023-10
Service excellence — Practices for
achieving service excellence
Excellence de service — Actions permettant d'atteindre l'excellence de
service
Reference number
ISO/TR 7179:2023(E)
© ISO 2023
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ISO/TR 7179:2023(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2023
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on
the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below
or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii
© ISO 2023 – All rights reserved
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ISO/TR 7179:2023(E)
Contents Page
Foreword .v
Introduction . vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Methodology and overview of selected organizations . 1
4.1 Methodology . 1
4.2 Overview of selected organizations . 4
5 Practices of service excellence leadership and strategy . 8
5.1 General . 8
5.2 Service excellence vision, mission and strategy . 8
5.2.1 Customer centricity aspect in vision and mission . 8
5.2.2 Humanistic care and strategy for service ecosystem . 9
5.3 Service excellence leadership and management requirement. 10
5.3.1 Management responsibility . 10
5.3.2 Manager’s processes and roles . 11
6 Practices of service excellence culture and employee engagement .12
6.1 General .12
6.2 Service excellence culture .12
6.2.1 Cultural values and learning journey .12
6.2.2 Cultural values by co-creation and sharing best practices among employees .13
6.2.3 Framework of deeply understanding BtoB service . 14
6.2.4 Leadership in implementing service excellence culture
...
FINAL
TECHNICAL ISO/DTR
DRAFT
REPORT 7179
ISO/TC 312
Service excellence — Practices for
Secretariat: DIN
achieving service excellence
Voting begins on:
2023-07-21
Excellence de service — Actions permettant d'atteindre l'excellence de
service
Voting terminates on:
2023-09-15
RECIPIENTS OF THIS DRAFT ARE INVITED TO
SUBMIT, WITH THEIR COMMENTS, NOTIFICATION
OF ANY RELEVANT PATENT RIGHTS OF WHICH
THEY ARE AWARE AND TO PROVIDE SUPPOR TING
DOCUMENTATION.
IN ADDITION TO THEIR EVALUATION AS
Reference number
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO-
ISO/DTR 7179:2023(E)
LOGICAL, COMMERCIAL AND USER PURPOSES,
DRAFT INTERNATIONAL STANDARDS MAY ON
OCCASION HAVE TO BE CONSIDERED IN THE
LIGHT OF THEIR POTENTIAL TO BECOME STAN-
DARDS TO WHICH REFERENCE MAY BE MADE IN
NATIONAL REGULATIONS. © ISO 2023
---------------------- Page: 1 ----------------------
ISO/DTR 7179:2023(E)
FINAL
TECHNICAL ISO/DTR
DRAFT
REPORT 7179
ISO/TC 312
Service excellence — Practices for
Secretariat: DIN
achieving service excellence
Voting begins on:
Excellence de service — Actions permettant d'atteindre l'excellence de
service
Voting terminates on:
COPYRIGHT PROTECTED DOCUMENT
© ISO 2023
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on
the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below
or ISO’s member body in the country of the requester.
RECIPIENTS OF THIS DRAFT ARE INVITED TO
ISO copyright office
SUBMIT, WITH THEIR COMMENTS, NOTIFICATION
OF ANY RELEVANT PATENT RIGHTS OF WHICH
CP 401 • Ch. de Blandonnet 8
THEY ARE AWARE AND TO PROVIDE SUPPOR TING
CH-1214 Vernier, Geneva
DOCUMENTATION.
Phone: +41 22 749 01 11
IN ADDITION TO THEIR EVALUATION AS
Reference number
Email: copyright@iso.org
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO
ISO/DTR 7179:2023(E)
Website: www.iso.org
LOGICAL, COMMERCIAL AND USER PURPOSES,
DRAFT INTERNATIONAL STANDARDS MAY ON
Published in Switzerland
OCCASION HAVE TO BE CONSIDERED IN THE
LIGHT OF THEIR POTENTIAL TO BECOME STAN
DARDS TO WHICH REFERENCE MAY BE MADE IN
ii
© ISO 2023 – All rights reserved
NATIONAL REGULATIONS. © ISO 2023
---------------------- Page: 2 ----------------------
ISO/DTR 7179:2023(E)
Contents Page
Foreword .v
Introduction . vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Methodology and overview of selected organizations . 1
4.1 Methodology . 1
4.2 Overview of selected organizations . 4
5 Practices of service excellence leadership and strategy . 8
5.1 General . 8
5.2 Service excellence vision, mission and strategy . 8
5.2.1 Customer centricity aspect in vision and mission . 8
5.2.2 Humanistic care and strategy for service ecosystem . 9
5.3 Service excellence leadership and management requirement.
...
ISO/DTR TR 7179:####(E)
ISO /TC 312/WG 2
Secretariat: DIN
Date: 2022-12-262023-07-07
Service excellence — Practices for achieving service excellence
DTRExcellence de service — Actions permettant d'atteindre l'excellence de service
FDIS stage
Warning for WDs and CDs
This document is not an ISO International Standard. It is distributed for review and comment. It is subject to
change without notice and may not be referred to as an International Standard.
Recipients of this draft are invited to submit, with their comments, notification of any relevant patent rights of
which they are aware and to provide supporting documentation.
A model manuscript of a draft International Standard (known as “The Rice Model”) is available at
https://www.iso.org/iso/model_document-rice_model.pdf
© ISO #### – All rights reserved
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ISO #####-#:####(X)
© ISO 20XX
2 © ISO #### – All rights reserved
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ISO/AWI TRDTR 7179:####(X:(E)
© ISO 2023
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this
publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical,
including photocopying, or posting on the internet or an intranet, without prior written permission. Permission can
be requested from either ISO at the address below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: + 41 22 749 01 11
EmailE-mail: copyright@iso.org
Website: www.iso.orgwww.iso.org
Published in Switzerland
© ISO #### 2023 – All rights reserved iii
---------------------- Page: 3 ----------------------
ISO/AWI TR DTR 7179:####(X:(E)
Contents
Foreword . vii
Introduction. viii
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Methodology and overview of selected organizations . 1
4.1 Methodology . 1
4.2 Overview of selected organizations . 4
5 Practices of service excellence leadership and strategy . 8
5.1 General . 8
5.2 Service excellence vision, mission and strategy . 8
5.2.1 Customer centricity aspect in vision and mission . 8
5.2.2 Humanistic care and strategy for service ecosystem . 9
5.3 Service excellence leadership and management requirement . 10
5.3.1 Management responsibility . 10
5.3.2 Manager’s processes and roles . 11
6 Practices of service excellence culture and employee engagement . 12
6.1 General . 12
6.2 Service excellence culture . 12
6.2.1 Cultural values and learning journey . 12
6.2.2 Cultural values by co-creation and sharing best practices among employees .
...
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