As a service partner we strive to design and deliver exactly the right solution for each customer as a unique entity.
In the dialogue and procurement phases we engage with customers and listen closely to their needs, issues and ambitions. We use these as drivers to develop solutions, collaborating with customers in the process of design and implementation. Throughout the relationship we remain flexible, using customer feedback to adjust our services. Our aim is to ensure that solutions are optimised in their effectiveness and agile in the way they are developed and improved.
We focus on supporting your production process, optimising efficiency and cost-effectiveness. We promote a joint management team approach to service planning, an account development plan and updating of service level agreements. We align to our customers’ change programmes and adapt our facilities solution to fit each customer.
Our self-delivery model is agile and scalable, and can make rapid adjustment to changes in customers’ needs. We quickly adjust service intensities and can add or remove facilities service lines at short notice. Our teams are adaptable and can add value by delivering specialist technical tasks to support product finishes.
Our combination of skills training, site inductions and communication of customer priorities means our staff are coached in understanding your site needs. We drive multi-skilling, so that our people can multitask to enhance flexibility and efficiency. We empower our people to own the facility management (FM) tasks, and we use performance management to achieve high delivery standards.
Health, safety and environmental compliance
We roll out proven HSE management systems and align them with customers’ own processes to provide a strong site regime. We support the systems’ effectiveness through continuous communication, standardised procedures, training, supervision, record keeping and audits.
Our savings guarantees provide certainty in cost reduction. We maintain the savings drive through site improvement teams, Lean Six Sigma and leveraging innovations from across ISS. We provide customers with cost transparency through our Insight@ISS business intelligence system.
We support customer strategies for attracting and retaining the best people. We engage with your people as service users to understand their support priorities and align our service solutions. We deliver excellent work environments through better space layouts and optimisation of building management systems. Step change improvements to the quality of catering are focused on high user satisfaction levels.
The objectives we agree on with customers are translated into targets for ISS staff and teams. We use KPIs to manage performance levels and high productivity. We keep a focus on customer satisfaction scores, using them to drive continuous improvement. Best practice levels are set as the standard for all sites, monitored by benchmarking and quality audits. We measure outcomes to track value creation.
Innovation and added value
Continuous improvement is enabled by joint innovation panels, our centres of excellence, ISS subject matter experts and our investment in research and development. We track the impact of innovations on service quality and cost reduction. ISS offers a partnership approach to long-term value creation for customers.