2. What is unique about ISS service value? What does service
value mean to you? 3. Service Value Bring strategic thinking to
life Where our service concepts meet the customers needs And where
ISS employees deliver in accordance with the promises given So.. 4.
Service Value is.. THE MOMENT OF TRUTH 5. Service Value To achieve
service value we need to: Differentiate ISS Understand our
customers Utilise good process Employ and develop great people
Measure our performance Create a clear and agreed value proposition
6. Self Delivery The high degree of self delivery distinguishes ISS
from its competitors. To manage the complexity ISS needs to work
and think as one company - delivering high quality within and
across borders based on global best practise Working with common
processes and concepts enables ISS to align efficient service
offerings and minimise the dependency on individual skills and
experience of people This enables ISS to deliver a reliable and
attractive service that mitigates business risks for both customers
and for ISS High quality Team Leaders / Supervisors 7. Geographic
Reach and Agility ISS has the widest global footprint of any
similar service delivery organisation ISS is the best placed
service delivery organisation to self deliver across borders,
throughout all continents ISS has definitely achieved the accolade
of the Worlds Best Outsourcing Organisation ISS understands how to
deliver single service, bundled and integrated service offerings 8.
Which was Voted the Most Important? When creating service value,
where do you think our customers place the following in the order
of customer preference: 1. Price 2. Reputation 3. Delivery Quality
4. Trust 5. Self Delivery 1. Trust 2. Price 3. Delivery Quality 4.
Self Delivery 5. Reputation 9. Purpose and Pride 10. Creating
Customer Value Match or better Customer / Building User
Expectations, with: Well defined services A balanced commercial
model An understood the price no surprises ISS capability of
delivering the prescribed services ISS proactively maintaining the
service level Create Customer Value Deliver and manage quality
services Provide and communicate appropriate management information
Understand the service promise and the commercial model Verify
customer approval - and get paid 11. An Inconvenient Truth.? 12.
Perception versus Reality Only 10% is visible 13. Perception and
Visibility User Perception Individual users perceive service value
differently Build relationship to the users Share information on
the service delivery help the building users to understand their
responsibilities to support the service delivery Use opportunities
to provide positive experience Visibility Maximise face to face
contact with your customer Make it visible that services have been
delivered Be consistent and embellish / offer extra services when
needed 14. Keep Your Eye on the Ball 15. Always know your Customer!
16. Operation Process Framework 17. KPIs ISS User Customer Create
Good Governance KPIs Cost Saving Innovation Environmental Health
& Safety Correct Invoicing Training Fixed Budget Reputation
Staff Continuity Reputation CB Level Payment Debtor Days Growth
Employee Satisfaction User Satisfaction Client Satisfaction Quality
Competence Compliance Brand Protection Risk Mitigation User
Satisfaction Staff Attitude Responsiveness Complaints 18.
Management information In the IFM market there is an increasing
request for transparency of the service delivery especially from
international customers. Insight@ISS is the ISS global business
intelligence solution that provides customers and ISS with a
competitive edge: Providing customers with information on the
global facility service delivery Providing ISS stakeholders with
key benchmarks and KPIs for optimising the delivery performance The
goal is to add intelligence to the collected data, Transforming
data into information that via benchmarking and analysis is made
into valuable commercial knowledge 19. Service Value Input Service
Excellence Deliver our Promises Focus on our people and our
customer Output Satisfied and Loyal Customers Contract Retention
Profitability and Growth Happy Employees The Moment of Truth - is
Every Day!
