DIN SPEC 77224
The DIN SPEC 77224 (originally DIN SPEC 1224) is an after PAS process created DIN specification , the characteristics and requirements for a system to achieve service excellence and thus on customer delight rather than customer satisfaction sets.
Development of DIN SPEC 77224
The working group KDL 435-01 AK “Service Excellence” met five times: in Berlin, in Essen, in Bonn, in Landshut and again in Berlin. The first edition of this DIN SPEC (PAS) took place with the edition date July 2011.
content
The specification DIN SPEC 77224 deals with the description of a management system that service excellence is called. It is intended to support companies in systematically producing excellent services, so that enthusiasm is triggered instead of satisfaction among customers.
The model according to this specification consists of a total of seven components:
- Management responsibility for excellence
- Excellence orientation of resources
- Avoidance of mistakes and waste
- Capture relevant customer experiences
- Customer enthusiasm through service innovations
- Measurement of enthusiasm and its effects
- Profitability analysis
DIN SPEC 7724 requires the management requirements ISO 9001 (quality management) and ISO 10002 (proactive complaint management ) and is based on them.
literature
- Matthias HJ Gouthier, Christian Coenen, Henning S. Schulze, Christoph Wegmann (eds.): Service Excellence as a driving force: Strategies - Management - Innovations - Sectors , Gabler Verlag, 2007.
- Gerald Winz: Quality management for industrial engineers. Carl Hanser Verlag, Munich 2016, ISBN 978-3-446-44639-7
Web links
- Table of contents of DIN SPEC 77224: 2011-07 at Beuth-Verlag
- Service excellence according to DIN SPEC 77224: 2011-07 as a primarily significant attribute of a transparent and fascinating service culture