TRUST AND EXCELLENCE FOR SERVICES
This notion of services covers numerous realities, with new service forms made possible due to the development of digital technology: the functional economy, the collaborative economy and the sharing economy, services around the industry of the future, the circular economy, e-commerce, logistics, price comparators, etc. These new forms of services can destabilize existing players and lead to a redistribution of roles. Being present in standardization work during this period of change and growth in the services sector is therefore essential for players.
Trust is central to the development of the services economy and use of standards is identified as a major tool to generate trust. Standardization makes it possible to structure each of the service markets, ensure interoperability, clarify and secure the “service innovation” ecosystems, disseminate best practices and protect consumers, particularly the most vulnerable, as part of an inclusive approach, etc. This is the case for the tourism sector, with major challenges for France as a leading tourist destination in the world: quality of welcome, safety of sites and visitors and support for digitization.
Standardization also leads to the development of cross-functional tools applicable to all services: excellence management, measurement of customer experience, innovation management, etc. This explains why over several years there has been intensive international standard-setting activity in services.
Objectives
LEAD
- Take the initiative on standardization at national and European level on services as part of the sharing economy and the collaborative economy where thinking is reaching maturity.
- Guide the work of the new ISO technical committee on e-commerce, for which France provides the secretariat together with China, to strengthen confidence in online commercial transactions and bolster the positioning of French players in the sector.
- At European level promote work on trust and loyalty based on online reviews.
INFLUENCE
- Play an active role internationally as regards services as part of the sharing economy and the collaborative economy where discussions are being organized and the first initiatives are being set up.
- Participate in the ISO task force on management system standards (MSS) including contributing to the study supporting the Canadian proposal for an MSS on innovation management and the study supporting the French proposal for an MSS on the circular economy.
- Participate in the CEN committee on horizontal standards for provision of services (CEN/TC 447 with British secretariat) and the ISO committee on service excellence (ISO/TC 312).
MONITOR
- Monitor the ISO committee on chains of responsibility for logistics players (ISO/PC 308).