The document discusses ISS, a facilities management company, and their approach to outsourcing services. It emphasizes that ISS aims to care for clients' businesses as if they were their own through improved service performance and greater employee empowerment. ISS focuses on understanding each client's business and aligning their services accordingly. They believe empowering employees through training programs is key to facilitating clients' purposes and exceeding expectations.

1. 3
To ISS, this means we care for your business as if it were our own. This is why we
continuously aim for improved service performance that facilitates your purpose
through greater people empowerment.
When we enter into a new relationship, we make a big effort to understand your
business and align with it – and then train and support our employees to make
a difference in your organisation, day in and day out. Because, in the end, we want our
people to take care of your people, your customers, and your facilities – so you can
focus on what you do best.
In this publication you will discover how we can support you with great outsourcing
services, and how it is not simply about the tools, techniques, and processes: first and
foremost, it is about how we are empowering people.
Service performance
that facilitates our
customers’ purpose
through people
empowerment
People
& Process
Management
Value-adding
service performance
Self-delivery
Integration
(Team)
Value focus
Supply-chain
Management
Sub-contractedSub-contracted
Separation
(Supplier)
& Cost focus
Low-price
service delivery
A fundamental
difference
The ISS model – adding value to your business
COMPETITORS/INDUSTRY ISS

2. 4
Our people are
the foundation
WE ARE A PEOPLE COMPANY
At ISS our most important resource is our
people – and our unique processes are
designed to manage this great pool of
skills and talents. Our vision and
commitment is to train and manage
world-class, professional service staff. We
believe the way to achieve this is through
sharing best practice and experience from
our locations all over the world and by
empowering our employees to use this
knowledge every day.
Harnessing the Power of
the Human Touch
To make this vision a reality, we have many
training programmes in place. The ISS
University, ISS Academies, local training
centres and talent management
programmes are all examples of how we
are constantly evolving to ensure we make
the most of our people. And when you
combine training and HR that empower
employees, our unique self-delivery model,
and our expertise and best-practice
processes, you give your staff a sense
of purpose and personal accountability.
At ISS, we call this the Power of the
Human Touch – and we believe this is
the key to facilitating your purpose and
exceeding your expectations.
Tailored to your needs
You don’t have to run a big company to
hire ISS. We serve all kinds of businesses,
local and global. Regardless of whether
you are looking for a single service or an
integrated solution, our efficient way of
working provides consistent, high-quality
results. And, thanks to our flexible
operational model, you can choose to
expand or limit the scope of services to
meet the needs of your business as it
evolves.
Experienced in facilitating
business
We have years of experience in helping
our customers focus on their core business,
by making their non-core jobs our specialty.
By keeping your employees, guests,
visitors and patients satisfied – through
the Power of the Human Touch – we
facilitate the efficiency and productivity
of your business.
Providing you with peace of
mind
Integrating service solutions from ISS
results in a more cost-effective service
setup. In addition, we bring peace of mind
to you and your business by ensuring
everything works through a single point
of contact. We also secure compliance
with all health, safety, and environmental
regulations. And we make sure our
services meet all local labour norms and
laws by a wide margin.
We do all this with a single aim in mind –
to facilitate your purpose, and add value
to your business.
533,544
ISS employees
makes us the world’s 4th largest private
employer in 2013. For every 13,417 people in
the world, there is one ISS employee.
EFFECTIVENESS
EASE
Facilitating
our customers’
purpose
EXPERIENCE
The ISS customer engagement model

3. 10
Personal responsibility
– worldwide
At ISS we believe that our ability to deliver
all our offerings with our own team is
crucial for securing both quality and
efficiency. But it also means we have a much
greater responsibility to take care of our
staff, our customers and the world around
us. We want to contribute to creating a
more sustainable world by running our
business with concern for our employees
and their safety, our customers and their
business needs, and with respect for the
environment.
ISS IS A GLOBAL CITIZEN
Because we are one of the world’s largest
private-sector employers, we provide a
stable source of income, education and
career opportunities for more than half
a million people. We are also an engine
for diversity and global integration: our
Danish operating company alone comprises
employees from more than 130 countries.
Therefore, solutions to major global issues
are intertwined with ISS’ daily operations:
our reach goes far beyond our own
activities and employees. We have the
opportunity to help our customers and
society use resources more efficiently,
provide employment and training that
helps alleviate poverty, create healthy
environments for work, and improve
labour standards in terms of equal
treatment and fair wages. Overall, at ISS,
we strive to set an example for responsible
business practices.
PURPOSE, PRIDE AND
PROTECTION
Furthermore, we strongly believe that
Corporate Responsibility is an important
factor for our employees’ purpose and
pride – and a prerequisite in today’s critical
business environment. As a customer,
you want ISS to manage your risks. By
safeguarding your employees, your
facilities and paying attention to the
consumption of natural resources, we are
protecting your reputation – and therefore
your brand.
GLOBAL INSIGHT FOR
LOCAL ISSUES
However, having a local view is equally
as important as having a global insight.
That’s why we launched our
‘Whistleblower’ initiative in 2012, to make
it possible for employees, business
partners and stakeholders to report
sensitive or serious concerns. We have also
established a set of leadership principles,
identified by our CEO Jeff Gravenhorst as
one of our company’s ‘must-win battles’.
So, we’re making sure we care for our own
company just as much as we care for
yours.
Leadership
principles
1. We put the customer first
2. We have a passion for performance
3. We encourage innovation
4. We treat people with respect
5. We lead by example
6. We lead by empowerment
7. We develop ourselves and others
8. Teamwork is at the heart of our
performance
9. We are one company with shared
values, one brand and one strategy

4. 17
An Integrated Facility Service solution
generates workflow synergies that,
together with management optimisation,
create value.
The cornerstones of the ISS approach
to Facility Management are people and
processes. Motivated people and a
continuous focus on processes result in
cost-reductions in the form of synergies
and integration.
change management
When ISS delivers an IFS solution, the
employees of the client will experience a
change in their everyday lives. They will
meet transfered or new employees who
now provide services that were previously
performed by inhouse employees or by
another outsourcing supplier. Also they
will be exposed to new systems and
routines.
The ISS Change Management Process
deals with all aspects of getting the
employees and the organisation ready to
change, and supports them during the
process itself.
Integrated Facility
Services create value
A. IMPROVEMENTS IN EACH
SERVICE AREA
People, planning and an optimal
solution create efficiency and a
consistent high-quality service:
– ISS specialises in developing
processes and methods
– A large-scale operation reduces
costs and optimises
procurement
– By analysing the needs of our
clients, we arrive at an
appropriate Solution Design
and Service Level Agreement
– ISS follows best practices and
makes continual improvements
– ISS focuses on innovation and
international development
B. SYNERGIES BETWEEN
SERVICES
Cooperation, team spirit and
voluntary mobility across work
areas enhance flexibility and job
satisfaction:
– Multi-tasking employees have
higher job satisfaction
and retention rates and more
consistent quality
– It is simple to scale the
immediate service level up or
down
– ISS employees are committed
to the entire workplace and
the entire ISS team
– The working day is optimised:
instead of being on standby,
employees can carry out other
assignments
– This service delivery system has
high levels of utilisation
C. SYNERGIES BETWEEN
CLIENTS
Know-how and best practices
generate horizontal knowledge
transfer between industries.
Different clients can benefit from
the same operational set-up:
– Different companies can share
large-scale service solutions
and optimise facility usage, for
example by sharing catering
– Specialist functions are shared
between several client sites, for
example engineers and
technical staff
– Clients in the same
geographical area can take
advantage of the same
service solutions
D. SYNERGIES WITHIN
MANAGEMENT
A transparent and streamlined
value chain makes management
more efficient and eliminates
duplicated functions:
– A single point of contact
shortens and optimises lines of
communication
– Account Managers are
supported by off-site
competence centres
(with single-service experts)
and back-office functions
– Pricing risks are eliminated
through transparent, planned
processes and a fixed monthly
fee

5. 26
Welcome to a
world of service
■ ISS country organisation
ISS operates in six main service areas. We
are world leaders in all of them, and you
can of course choose to invest in a single
service solution that meets your needs in
all of these areas.
But the real advantage of ISS is when we
integrate several services into a tailored
solution for you.
Even on global accounts, we offer you
the advantage of a single point of contact
and a coherent way of thinking and
acting.
All so you can make your operation more
effective and adapt your service setup to
your organisations’ ever-changing needs.
Welcome to our world of service.