DIN Standards Committee Quality Management, Statistics and Certification
DIN SPEC 77224
Achieving Customer Delight Through Service Excellence
Erzielung von Kundenbegeisterung durch Service Excellence
Procedure
PAS
Overview
Specification DIN SPEC (PAS) 77224 deals with the extremely relevant and complex topic of establishment and expansion of Service Excellence. It defines properties and specifies requirements for a system for creation of Service Excellence and, as a result, for achieving customer delight. The proposed model with seven components provides assistance to service organizations and service units of industrial enterprises to establish Service Excellence in their companies. This DIN SPEC (PAS) is directed at enterprises and their customers interested in providing excellent services. It is especially directed at the following groups: -- enterprises wishing to stand out from the competition by providing excellent service; -- customers requiring a decision aid for the assessment of an excellent service; -- scientists wishing to deal with an application-oriented concept of Service Excellence, based on this DIN SPEC (PAS); -- certification bodies which are aware of the relevance of Service Excellence and which are missing a procedure model and a checklist. The Committee responsible for this standard is KDL 435-01 AK "Service Excellence" at DIN.
