ABOUT US – SERVICE EXCELLENCE EXPERTS

oneservice is a global service provider offering complete managed service solutions, consulting and learning for the Life Science, Diagnostics and Medical Device Industries.

oneservice is addressing the emerging trends and needs of service outsourcing and e-learning solutions around service excellence. We are an independent global service provider solving the fundamental business challenges our clients face.

oneservice is the first company to offer a complete learning solution on “achieving customer delight through service excellence” based on ISO 23592 – with an online academy, blended eLearning and consulting solutions.

We help clients to find the right laboratory equipment, accessories, spare parts and consumables that fit their needs.

The oneservice leadership team is comprised of industry experts who have led and supported global enterprises, regional and local companies and government agencies with consulting, learning solutions, business process- and outsourcing services for more than 25 years.

One partner, one team, with one excellent quality standard. Be delighted.

Headquartered in Switzerland, with subsidiaries in Germany and USA.

MEET THE TEAM

Matthias RaquetChief Executive Officer & Vice Chairman

Executive with 20+ years of experience delivering extraordinary growth and service improvements in the life sciences, diagnostic and managed services industry. Entrepreneurial leader with passion and deep expertise for service excellence and customer journey/experience management. Member of the German project committee to develop the first worldwide standard for “Achieving Customer Delight Through Service Excellence” and member of the European Project Committee “Service Excellence Systems” in the CEN European Committee for Standardization (CEN/TC 420). Ability to guide organizations through acquisition, change, improvement and restructuring projects.

Stephen L. ElliottPresident oneservice North America

15 years CEO and President of Diagnostic Veterinary Services clinical diagnostic lab (1mil in sales) 14 years Vice-President of Western Operations; VCA-Antech Diagnostics (58 million in sales) 8 years Excalibur Lab Specialist (QIAGEN) Sales and Business Development

Prof. Dr. Matthias GouthierAcademic Director

Professor for Marketing & Electronic Services. Director of the Center for Service Excellence (CSE) at the University of Koblenz-Landau, Germany. For many years he has been dedicated to incorporating Service Excellence, Customer- and Employee Delight in his fields of research, teaching and consultant activities. He developed with the DIN SPEC 77224 the first official standard worldwide for “Achieving Customer Delight Through Service Excellence” and initiated and led as chairman the European Project Committee “Service Excellence Systems” in the CEN European Committee for Standardization (CEN/TC 420). Today he chairs the ISO technical committee ISO/TC 312 “Excellence in service”, which published ISO 23592:2021. Besides, Professor Gouthier and his team are constantly working on projects and studies concerning Service Excellence and Customer Delight and Employee Delight in order to actively support business companies to implement these objectives. He works together with leading companies like Audi, Porsche, The Ritz-Carlton and many more.

OUR PARTNERS

We aim for long-term partnerships with many of the world’s leading organizations to deliver powerful, comprehensive solutions that support and drive our clients essential business processes.

The fields of life science and diagnostics contribute significantly to the welfare of people by developing new therapies, recognizing health problems and to advance medical procedures. Based on latest scientific findings, developments in digital transforms and e-health, HSE designs devices, systems and bring them to market maturity fast and Cost efficiently.

The Center of Service Excellence is the world-leading scientific institution in the fields of Service Excellence, customer and employee delight as well as Customer Experience Management

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