BSI PD ISO/TS 23686:2022
$142.49
Service excellence. Measuring service excellence performance
| Published By | Publication Date | Number of Pages |
| BSI | 2022 | 28 |
PDF Catalog
| PDF Pages | PDF Title |
|---|---|
| 2 | undefined |
| 6 | Foreword |
| 7 | Introduction |
| 11 | 1 Scope 2 Normative references 3 Terms and definitions |
| 12 | 4 Guiding principles 4.1 General 4.2 Organizational commitment 4.3 Research and organizational ethics |
| 13 | 4.4 Data management and analysis integrity 4.5 Transparency 4.6 Alignment 4.7 Self-organizing teams 4.8 Continuous reflection, evaluation and improvement 5 Measurement system for service excellence performance 5.1 General 5.2 Framework for measuring service excellence performance |
| 16 | 5.3 Benefits and varieties of metrics for measuring service excellence performance |
| 17 | 5.4 Selection of appropriate measurement methods and tools 5.5 Analyses for measuring service excellence performance 5.6 Use of measured results |
| 18 | 6 Measuring service excellence leadership and strategy 6.1 General |
| 19 | 6.2 Framework for measuring service excellence leadership and strategy 6.3 Metrics for measuring service excellence leadership and strategy 7 Measuring service excellence culture and employee engagement 7.1 General |
| 20 | 7.2 Metrics for measuring service excellence culture and employee engagement 8 Measuring outstanding customer experiences 8.1 General 8.2 Framework for measuring outstanding customer experiences |
| 22 | 8.3 Metrics for measuring outstanding customer experiences |
| 23 | 8.4 Methods for collecting outstanding customer experiences metrics 8.5 Analyses for measuring outstanding customer experiences |
| 24 | 9 Measuring operational service excellence performance 9.1 General 9.2 Framework for measuring operational service excellence performance |
| 25 | 9.3 Metrics for measuring operational service excellence performance |
| 27 | Bibliography |
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