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ISO proposal for the creation of a new technical committee on "Excellence in service"

ISO proposal for the creation of a new technical committee on "Excellence in service"


ISO proposal for the creation of a new technical committee on “Excellence in service”


The national standards body of Germany (DIN) submits to ISO a proposal for the creation of a new Technical Committee on “Excellence in service”.


Scope: The Committee will develop standards and standardization documents, providing guidance for the creation of outstanding customer experiences through the provision of excellence services to achieve the maximum satisfaction of customer needs and requirements. The documents will be applicable to all types and sizes of organizations delivering services. They will not focus on providing basic customer service which organizations should already have in place but will provide terminology basis, principles and models to achieve the excellence in service.


The initial work programme of the new committee will include the development of international standards and standardization documents at four main levels:

  • Level I: The development of basic standards covering terminology, principles and a model to achieve the excellence in service.
  • Level II: Standard or a Technical specification for design of services and outstanding customer experiences.
  • Level III: The Committee will concentrate on identifying an appropriate set of objective and subjective (especially emotional indicators) internal and external metrics for measurement and evaluation of customer delight and the achievement of outstanding customer experiences.
  • Level IV: Guidance on the implementation of service orientation and transformation of the organization.


In case of national interest, BDS can approve the creation of ISO/TC on “Excellence in service”. If the establishment of ISO/TC is accepted by the national standards bodies – members of ISO, Bulgaria can obtain P- or O-membership in the work of the newly established committee.


The national stakeholders can provide their position on the proposal for this new field of ISO technical activity by 15 of July 2017 to expert Desislava Gulenova, e-mail:, tel: +359 2 81 74 581.


For more information about the proposal see: here

23 May 2017