ANSI - American National Standards Institute
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ANSI Seeks Comments on New ISO Field of Activity on Excellence in Service

Stakeholder Comments Due by Friday, June 23


The International Organization for Standardization (ISO) has circulated a proposal for a new field of activity on excellence in service. As the U.S. member body to ISO, the American National Standards Institute (ANSI) invites all relevant and interested stakeholders to submit comments on the proposal by the end of the business day on Friday, June 23.

The proposal, submitted by DIN, involves developing documents on the guidance for the creation of outstanding customer experiences through the provision of excellent services to achieve customer satisfaction. It would not focus on providing basic customer service which organizations should already have in place. These documents apply to all organizations delivering services, such as commercial organizations, public services, and not-for-profit organizations.

While there is no current technical committee or project committee (TC or PC) working on related topics like customer experiences, excellent services in ISO, the proposed technical committee would be responsible for standardization of mindsets and procedures how to achieve outstanding customer experiences through the provision of excellent services including terminology, principles, elements, metrics, implementation, amongst others.

All interested stakeholders are invited to review the proposal, which includes a listing of relevant existing documents at the international, regional, and national levels, and stakeholder categories.

Please submit comments to Steve Cornish, ANSI senior director of international policy ( by close of business on Friday, June 23. Based on the input received, the AIC will then be asked to approve an ANSI position and comments to be submitted to ISO before its August 4, 2017 deadline for voting on this proposal.

ANSI has published an explanatory information document outlining the process used to develop U.S. positions on issues and activities under consideration by ISO and IEC.


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