The ISS Value Chain
Each country operates on local initiative and control, developing the local business according to market demand instead of a “one size fits all” approach. ISS has implemented a lean corporate structure, deliberately keeping overheads low and focusing solely on essentials.
The ISS Value Chain management tool drives the implementation of The ISS Way strategy. The links of the Value Chain are best illustrated by starting at the end – Business Growth. The shared purpose of our existence at ISS is to create shareholder value. This emerges from profitable growth, which in turn is driven by satisfied customers who expand their business with ISS and renew their contracts.
The ISS Value Chain turns strategic priorities into concrete actions. This approach helps us stay in a continuous process of business optimisation by asking questions and finding answers: If we make a strategic choice to pursue opportunity x – then what are the necessary actions?
By pinpointing the practical consequences of any strategic decision, the ISS Value Chain becomes a natural launch pad for the annual strategy planning process. In the same way, the ISS Value Chain represents an important day-to-day tool that requires us to consider all aspect of our business while planning new initiatives.
The links of the ISS Value Chain are interdependent. And, as in real life, it only takes one weak link to break the chain. By providing a broader context for all actions, the ISS Value Chain helps each employee understand how they can perform their jobs in a way that supports all links, and thereby the entire process of creating value.
Strong and attractive service concepts are the result of informed decisions made regarding the business platform, which determines the customer segments we serve and services we choose to deliver to these segments. Acquisitions are a useful tool in the continued development of ISS, and will be used selectively to improve ISS’ competitiveness, build critical mass, and increase service capabilities and capacity where and when appropriate.
Customer satisfaction is founded on capable employees who are engaged in their jobs and motivated by being part of a strong team. All employees are trained in the delivery of clearly defined and operational service concepts.