Overview
ISO/TS 19390:2025 - Service excellence - Implementation approach for ISO 23592 provides practical guidance for organizations that want to implement service excellence based on ISO 23592. The Technical Specification translates the principles and model of ISO 23592 into a structured, actionable implementation approach divided into three phases: pre-implementation, implementation, and post-implementation (aligned with the unfreeze-change-freeze change framework). The document is intended to help organizations move from foundational customer orientation toward managed and excellent levels of service excellence.
Key topics and requirements
ISO/TS 19390:2025 focuses on organizational change practices and embeds ISO 23592 requirements into a stepwise implementation approach. Major technical topics include:
- Guiding processes for implementing service excellence, mapped to the ISO 23592 service excellence model and broken into three phases.
- Pre-implementation activities: current-state analysis, mindset change, creating urgency, building a change leadership team, and defining a service excellence vision and strategic initiatives.
- Implementation practices: managing comprehensive activities, empowering a network of service excellence supporters, delivering minimum viable changes (MVCs), and scaling momentum across the model.
- Post-implementation: anchoring culture, cultivating a service excellence and service innovation culture, and defining organizational service standards.
- Use of the Service Excellence Maturity Model (SEMM) (ISO/TS 19387) to assess maturity and determine targeted actions - the specification notes organizations should typically reach SEMM level 3 (managed) before progressing to levels 4–5.
- Integration with change, programme and portfolio management practices (references to ISO 21502, ISO 21503, ISO 21504).
Practical applications and users
ISO/TS 19390:2025 is practical for organizations that want to operationalize ISO 23592 and achieve measurable customer experience improvements. Typical users and use cases:
- CX and service leaders implementing a structured service excellence program.
- Executive sponsors and change leadership teams planning pre-implementation and culture change.
- Programme/project managers aligning service excellence initiatives with portfolio objectives.
- Quality, operations, HR and service-design teams embedding organizational service standards.
- Consultants and auditors who guide or assess implementation of ISO 23592-based initiatives.
- Public and private service organizations seeking to reduce transformation failure risk and deliver sustainable customer delight.
Related standards
Keywords: ISO/TS 19390:2025, implementation approach for ISO 23592, service excellence implementation, service excellence model, SEMM, customer orientation, minimum viable change.