In addition to overlying structure ISS is working with the Value Chain as a common framework for how an ISS country should operate.
The ISS Value Chain is the central operating model for all countries. It has its point of origin in the Service Profit Chain developed by Harvard Business School and illustrates how one objective can influence the next in an eternal chain of improvements.
The ISS Value Chain starts with the business platform, describing our overlying strategy process and how the organisation must continually prove its robustness through size, structure, entrepreneurship, customer orientation and track record.
The Service Concept marks the broad ISS value proposition, offering single services, multi-services and Integrated Facility Services. A continuous focus on adding value to the services delivered ensures that customers experience a continuous improvement in the relationship with any ISS business unit regardless of where it may operate.
The value of the service delivered by ISS is highly dependable of the person performing that particular service. It is therefore vitally important to keep capable and well-motivated staff to support a low employee turnover and deliver good customer interaction and quality service. Satisfied and well-managed employees have a direct influence on the service value, which in turn drives customer satisfaction.
The perceived value experienced by the customer must live up to both objective and subjective quality measures by using clear concepts, work plans, service level agreements and innovative working methods.
At ISS, we understand that our continued success is based on our ability to continuously satisfy our customers. Our ability to channel this understanding into maintaining a strong customer relationship will secure the successful growth of the company.
Acquisitions will continue to be a part of the operating model of ISS. New acquisitions will secure the continued development of our existing service mix. Also acquisitions will challenge and improve our competitiveness, build critical mass and increase our service capabilities and capacity in a local environment.
No one ever comes full circle in the ISS Value Chain. Since living up to the objectives requires constant improvement, the chain keeps starting over. The ISS Value Chain is the foundation of the country strategy templates and the basis for both annual strategy reviews and business reviews. Country organisations are asked to document that they are developing their business model in line with the guidelines and minimum standards required in the ISS Value Chain.