The Barbados National Standards Institution (BNSI) proudly hosted the 12th Meeting of the International Organization for Standardization (ISO) Technical Committee 312 (ISO/TC 312) on Service Excellence from 10 to 13 February 2025. This significant event convened international experts committed to advancing the development of global standards for service excellence.
ISO/TC 312 is a cross-sectoral international committee comprising delegations from over 34 national standardization bodies, including 17 observing members. Since its establishment in 2018, the committee has formed three working groups and two task groups to support its mission of improving service delivery worldwide.
BNSI Workshop: Building Awareness and Capacity
As part of the meeting’s programme, BNSI hosted a hybrid Engagement Workshop on Tuesday, 11 February 2025. The workshop welcomed participants from various sectors across Barbados, aiming to foster dialogue and build capacity around service excellence standards.
Key objectives of the session included:
- Raising awareness of service excellence standards currently under development;
- Promoting public understanding of the ISO/TC 312 service excellence model;
- Introducing tools to enhance service delivery;
- Encouraging the adoption and use of existing service excellence standards.
A Meaningful Experience for Participants
Participants left the workshop feeling empowered and inspired, having gained a clearer understanding of how service excellence can be practically applied in their respective fields. The opportunity to engage directly with international experts created a strong sense of collaboration and global connection. Attendees expressed appreciation for the practical tools and frameworks provided, which they felt would help elevate service quality in both public and private sectors, especially in an increasingly digital environment.
Key Standards Discussed
Participants explored a range of key ISO standards related to service excellence, including:
- ISO 23592 – Service Excellence – Principles and Model
- ISO FDIS 11 – Principles and Model for Public Service Organisations
- ISO/TS 24082:2021 – Designing Excellent Service to Achieve Outstanding Customer Experiences
- ISO/WD TS 19384 – Guidelines for Digital Approaches to Achieve Service Excellence
The interactive session fostered a renewed commitment to improving service standards across Barbados, with many attendees expressing a sense of optimism and readiness to implement what they learned in their own organizations.
