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CNIS attends the 7th plenary meeting of ISO/TC 312
Date: 2021-09-17    Source:CNIS   

The 7th plenary meeting of ISO/TC 312 on excellence in service was held virtually from September 6 to 9, 2021. Two experts, Cao Lili and Zheng Juan'er from the Sub-Institute of Service Standardization of CNIS, attended the meeting, along with representatives from countries such as Germany, UK and France and representatives on behalf of ISO/IEC JTC 1/SC 40 and other related organizations.

With the aim of developing superior international standards for service excellence in specific industries, attendants thoroughly discussed two standards under development, ISO/WD TS 23686.4, Measuring service excellence, and ISO/AWI TR 7179, Service excellence-Use case for realizing of service excellence. Those standards serve as supporting standards for ISO 23592, evaluating and gathering typical international service excellence practices throughout the world.

The cases of practices will focus on the four aspects, including service excellence leadership and strategy, service excellence culture and employee involvement, costumer experience excellence design and innovation, as well as service excellence implementation and supervision. Selected cases will be recommended internationally after rounds of prudent discussion.

CNIS introduced Chinese enterprises' practices of service excellence administration to international representatives, playing an active role during the meeting. As the domestic counterpart of ISO/TC 312, CNIS will evaluate and recommend advanced service excellence cases of China. Also, it will initiate drafting proposals on relevant international standards as soon as possible.

 
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