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We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

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Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
About iss

 

Whitepapers

Title xx


Description

xx Year xx
Defining Service Excellence in Facility Management

This whitepaper concludes two main themes emerging in driving service excellence in FM. Firstly, that excellence is underpinned by consistency, and secondly, an absolute confidence in delivering to an agreed set of standards. But research also shows that this consistency is not enough in itself to guarantee service excellence.
2014
Service Management 2.0 – the next generation of service Leadership and culture play a greater role in effective service organisations today than ever before. Value-based leadership is an effective way to make the values and vision of the organisation become meaningful and relevant, when communicated and supported by first-line management and frontline employees. 2013
Effective training of front-line service employees Service quality is the primary driver behind customer satisfaction. Because training is the single most important driver behind higher service quality, it is one of the most important internal processes for a company to get right. 2012

 

How ‘New Ways of Working’ affect our use of facilities How we work has changed dramatically over the last 50 years. This has impacted our use of facilities, as they support how we work. 2012

 

The value of Strategic HR processes Service Management is about continuously creating value in the eyes of the customers. Hence, the service company must excel at serving the front-line workers, who are the most important link between the company and the customers. 2011
Creating a Security Request for Proposal What is a Request for Proposal (RFP), how can it enhance the competitive bid process and how does a security Services company identify the types of information needed to write an effective RFP? 2011
Working with Change Management in Service Outsourcing Service outsourcing creates many changes. For the employees who will be outsourced the changes are significant but also for the rest of the organisation service outsourcing will lead to many changes. 2011

Service innovation in the Facility Management industry Innovation is today one of the top challenges for the Facility Management industry. Despite having improved over the past 10 years, FM companies can do significantly more to create innovation. 2011

Indirect cost savings when outsourcing Organisations are increasingly using outsourcing as a strategy to increase profitability, refocus on their core business and improve productivity and competitiveness. 2010

Diversity in Outsourcing

The global workforce is experiencing significant demographic changes, and all organisations must develop and implement a diversity management strategy.

2010

HR issues to be considered when outsourcing services Although HR issues are crucial determinants of the success of service outsourcing processes, they are too often paid inadequate attention. 2010

Multiskilling and job satisfaction in outsourcing Multiskilling is an effective way of organising jobs to boost productivity, flexibility and quality of service. 2010

Successful transition in outsourcing A job transition is a big and very personal event for the employees involved, and the process must be managed effectively, professionally and, above all, with deep respect for the individuals involved. 2010

Trends and Developments within Facility Management This paper deals with further trends and developments within Facility Management. 2010

Securing Your Facility During Special Events Presents measures which can be used by people and organizations responsible for the security and management of commercial enterprise properties to secure their facilities and organisations during “special events”. 2009


Read our two white books New Ways of Working - the workplace of the future here and ISS 2020 Vision here.

Contact ISS head office

Contact ISS HQ

Head office<BR>ISS World Services A/S<BR>Buddingevej 197<BR>DK-2860 Søborg<BR>Denmark‎<BR>Tel: +45 38 17 00 00

See also our list of offices worldwide

Watch our corporate movie

Watch ISS' corporate movie
Watch our corporate movie about ISS' vision, strategy, business model and developments over the past years.