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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.

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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
Our delivery
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Operational processes

The ISS Operational Process Framework is aimed at all personnel involved in the operational management of large and complex contracts. The Account Management team is responsible for complying with the overall processes, developing supporting local procedures and tools to ensure that the customers’ requirements are fulfilled.

The operations framework comprises three processes: Planning, Core Delivery, and Support.

  • Planning-related processes are activities involved in winning, retaining, extending, documenting and managing contracts. Planning and reviewing contracts is a continual process to ensure that contracts mirror the development of the customers’ business operations.

  • The core delivery processes cover a number of inter-linked sub-processes involving many people in the ISS delivery team. Through commercial and customer demand management processes, they are aimed at ensuring that ISS meets customers’ every demand.

    As they imply a very direct interface with customers and end-users, they involve managing the relationship with the customer and keeping the customer satisfied by delivering according to (or above) agreed service levels and key performance indicators.

    Because carrying out these operations and meeting customer needs is the core of ISS’ work, this area is vital. These are the front-line operations and everyone in the customer’s organisation can see and judge our performance of them every day.

  • The support processes only have an indirect interface with customers. These processes are back office activities that manage personnel, sub-suppliers, projects and finances. In addition, these activities ensure compliance with the processes - that the ISS Contract teams execute the customer contracts as promised, reliably and consistently.

Customers will benefit from the Operational Processes in several ways. As well as providing guidelines based on the best practices found in the ISS group, including contract, financial and personnel management, the framework enables customers to monitor the performance of the contracts they are involved in. Also working with the Operational Process framework creates transparency and a level of documentation which is unrivalled in the industry.

Whitebook Vision 2020

Whitebook Vision 2020

Read our white book ISS 2020 Vision about scenarios for the future of the global facility management industry here.

Discover the benefits

Discover the benefits of partnering with ISS

ISS leverages knowledge and experience between countries to the benefit of our customers.

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