Case Study SAI Global and ISS Integrated Management System

ISS experiences efficiency and satisfaction improvements across all business functions from its Integrated Management System ISS Integrated Services provide services such as facility management, cleaning, security, pest control, hygiene and wash room services, grounds maintenance, 24/7 facility service centre, catering, resource sector township management and maintenance to around 2000 customers through 40 offices in Australia, employing 22,300 people.

Globally, ISS employs over 500,000 people in 52 countries for over 200,000 customers.

Key national contracts with customers such as State and Federal Government, as well as financial, hospitality, resources, aged care and health sectors, have resulted in an unparalleled service infrastructure across the nation.

ISS has enjoyed an excellent relationship with SAI Global

Compliance Manager at ISS Integrated Services, Mr Paul Harding said they have been using SAI Global as their third party certification body for their sites around Australia ever since first obtaining ISO 9001 certification in 1996. “As our preferred provider in this field, it was a natural progression to continue to work with SAI Global in gaining our tri-certification.”

“Whilst the process was long,” explains Paul, “the team delivered immense improvements to the system through ongoing review meetings between our management staff, site facility managers, compliance and project managers and our dedicated improvement team.”

ISS Facility Services decision to undertake certification for the Integrated Management System for ISO 9001, Quality Management; AS/NZS 4801, Occupational Health and Safety; and ISO 14001 Environmental Management, was made in order to maintain a reputation of being a highly respected provider of Facility Management within the market place.

Paul Harding believes that certification is imperative to maintaining market share

“Leading up to the time of our decision to build the integrated management system, the main driver was market demand. Although at the time ISS had ISO 9001 certification, we did not have Occupational Health & Safety or Environmental certification. This required us to build and implement a streamlined, integrated and flexible system that could be suitably adapted across our diverse business.”

The system was implemented in a staged approach starting with their Facility Management business unit. The full implementation and certification took approximately two and a half years. This included a period of approximately twelve months to rectify and test shortfalls of the system as an outcome of the pre audit certification and to further integrate the system.

In setting up the Integrated Management System, ISS used the existing ISO 9001 Quality System as the basis for integration. The ISS management team conducted planning workshops to plan the system setup and the integration of the three standards.

ISS Case Study Jan 2010

Case Study SAI Global and ISS Integrated Management System

Implementing these systems has been instrumental in the creation of a zero harm safety culture for ISS Services within their resource sector.

Paul lists some of the many benefits of implementing the systems as:

a dramatic increased level of compliance across the business

an increased focus on the environment with an integrated risk management approach

an increase in client satisfaction and confidence, with an 82% satisfaction result in their last survey

an increase in employee satisfaction with an 83.6% satisfaction result in the last survey

reduction in workers compensation claims and premiums for ISS.

Paul Harding proclaims that ISS is happy with what’s been achieved by implementing their systems. “The SAI Global pre certification audit was challenging. The audit tested our knowledge and application of the system and revealed numerous areas where it required remedial work or further implementation.

But, this process assisted us to further understand the requirements of each element of the three standards and resulted in a certification audit report indicating nil non conformances and a small number of areas of concern and opportunity for improvement therefore resulting with the recommendation of the systems certification.”

ISS has an excellent working relationship with SAI Global. This is achieved though the effective planning with the SAI Global Client Service Manager and working with auditors who understand our business and who drive continuous improvement for the business. SAI Global helps you understand and maintain business systems and processes, and comply with the requirements that shape your business world. Our people come from diverse backgrounds and offer a wide range of skills. Wherever you are, there is an SAI Global expert close by, ready to focus on your business improvement with proven strategies for success. For more information, visit www.saiglobal.com ISS Integrated Services Paul Harding Compliance Manager ISS Integrated Services Unit C1, 16 Mars Road, Lane Cove 2066 Phone: 02 9428 0262 Website: www.au.issworld.com

Contact SAI Global To enquire further, visit our website. www.saiglobal.com/assurance, email assurancemarketing@saiglobal.com or call us on 1300 360 314.

ISS Case Study Jan 2010