Establishing a robust process orientation is a key characteristic to ISS to ensure that actual delivery of services matches customer’s expectations.
Processes that give us greater focus on customers in our delivery of agreed services will also enable us to enhance our strengths in management situations. Having a process framework will provide more consistency in delivery, increased reliability and an ability to replicate our successes and learn from our mistakes regardless of service area or geographical location.
A process is a method of carrying out an operation or activity – from Health and Safety measures to a Quality Management programme – with optimal results from the resources employed.
In ISS we use processes that evolve from a broad base of experience generated in our companies around the world – and we use processes that have shown themselves to be the best practice for the activity in hand.
Following a process brings a number of benefits to the company, the staff and the customers. With local variations dictated by market conditions and customs, our companies and staff will carry out the same operations in the same way, ensuring reliable and consistent delivery – every time. Customers know that we will deliver as agreed – and how any rare complaints about non-delivery will be handled.
Backed by the processes for managing the contracts, this means that the ISS Account Managers can easily identify and deal with problems, see opportunities for additional or extended contracts and relate their actual performance to their personal targets.
The local ISS companies can benchmark their delivery management and identify gaps in areas where we do not meet requirements and which therefore need to be improved. Managers can be inspired about how their colleagues elsewhere in the organisation have implemented improvements or have developed processes that can give ISS a cutting edge in the fiercely competitive world of facilities management.
The ISS Process Framework has several levels. Taking a top-down approach, the framework firstly describes the context in which the operational management processes are to be executed and then moves downwards to describe processes specific to each process area.