On 16 November, the Spanish Association for Standardization, UNE, and the Service Management Institute (SMI) held the event "Towards Service Excellence" to show the important role of standards for the service industry with a cross-sector approach.
The event provided information about the technical committees that operate within the standardisation system and that are developing highly valuable documents for companies, public administrations and all types of organisations.
There was also an introduction to the ISO 23592 International Standard, which is a model for providing an excellent service, as well as a discussion on the value of standards for companies that are aware of the importance of fulfilling their commitments to their customers and stakeholders. With the help of the Global Chair of the SMI, attendees reflected on the importance of progressing from management to service excellence.
Finally, all attendees were given the opportunity to take part in a discussion to gain a deeper understanding of this subject and find out to what extent the service industry is interested in actively engaging in standardisation.
This session was attended by Luis Morán (SMI), Matthias Gouthier (ISO), Javier Peris (SMI), Zaida Sampedro (Community of Madrid), Ana Mª Pont Pérez (City Council of Valencia), Víctor Osuna (City Council of Córdoba ) and Elena Ordozgoiti (UNE).
Programme
12:00 pm Welcome. Aim of the event
- Elena Ordozgoiti
Head of Service Industry Business at UNE
12:10 pm Support from the standardisation system for the service industry. Standards ISO-EN-UNE
- Elena Ordozgoiti
Head of Service Industry Business at UNE
12:20 pm Support from the Service Management Institute (SMI) for the UNE Technical Committee on Service Industry Standardisation
- Luis Morán
Chief Knowledge Officer of the SMI Service Management Institute
Secretary of the CTN-UNE 71/SC40 on IT Service Management and Governance
12:30 pm Standard ISO 23592: 2021 on Service excellence. Principles and model
- Matthias Gouthier
Chairman of the ISO/TC 312 on Service excellence (In English)
1:00 pm From Management to Service Excellence
- Javier Peris
Global Chairman of the SMI Service Management Institute
1:30 pm Experts roundtable discussion. Excellence in Public Administration Service
Will moderate:
- Javier Peris
Global Chairman of the SMI Service Management Institute
Participants:
- Zaida Sampedro
Deputy Director General of Transformation and Change Management for the Digital Administration of the Community of Madrid - Ana Mª Pont Pérez
Public Director Responsible for the European Projects Office at Valencia City Council - Víctor Osuna
Director General of Digital Modernisation at Córdoba City Council
2:00 pm Discussion with attendees
2:10 pm Conclusions. Next steps
- Elena Ordozgoiti
Head of Service Industry Business at UNE - Luis Morán
Chief Knowledge Officer of the SMI Service Management Institute
2:30 pm Event ends
