iss facility services intro_201602

About Us

Our History

Our Organization

What We Do

How We Do It

Confidential｜2016｜ ISS Facility Services reserves all rights.

This information is exclusive property of ISS Facility Services. Without their consent, it shall not be reprinted or given to third parties.

About Us Our History

3



Our History

1901

ISS was founded in

Copenhagen, Denmark

& Started as a security

company

1934

ISS entered the

cleaning business with

the establishment of

“The Danish Cleaning

Company A/S”.

1946

The first geographical

expansion outside of

Denmark, a Swedish

subsidiary was

established.

1972

Overseas expansion

started.

2000

Facility service

concept launched.

2007

Entered Taiwan

market, with

employees over

2,700 people

2010

Group revenue passed

DKK 70 billion. The total

number of employees in

the Group reached

500,000

2013

ISS is named world’s best

outsourcing company as

the International

Association of

Outsourcing Professionals

ranks ISS as the #1 on its

annual list of the world’s

best outsourcing service

providers – The Global

Outsourcing 100.

2014

ISS was listed in the

Copenhagen stock

exchange and once again

named the world’s best

outsourcing company by

the International

Association of Outsourcing

Professionals

2015

ISS achieved the

highest possible rating,

four full stars by IAOP



About Us Our Organization

5



Our Presence

510K Employees

Worldwide

49 Countries

1 Company



Taiwan Organization

3K Employees

4 Offices

1 Company

Peter Trampe

Country Manager

Ralph Lee

Chief People & Culture

Officer

Keith Hsu

Chief Financial Officer

Residential Retail Commercial Healthcare

Yvonne Lai

Business Dev. Director

Brenda Lin

Marketing Manager



About Us What We Do

8



Integrated Facility Services

Cleaning

Security Property

Catering Support

FM



Facility Management

On-site management of facility services

Change management

Space management

Risk management



Cleaning Services

Daily office cleaning

Industrial Cleaning

Washroom cleaning

Specialized cleaning for hospitals, malls

Periodical cleaning



Catering Services

In house restaurants and Cafe's

Conference room and meeting room services

Vending services

Event catering



Support Services

Reception services

Internal mail handling, scanning and

other office

Call center services

Welfare facilities

Labor supply



Security Services

Manned guarding

Access control

Patrolling of customer facilities

Installation of alarm and access systems

Consulting services



Property Services

Building and technical maintenance and

repair

Energy management

Critical equipment management

Grounds management

Heating, ventilation and air condition (HVAC)

Pest control



About Us How We Do it

16



Facility Service Trend –

ISS and the Drive for Efficiency

Compliance

Performance

ROI

Delivery

Innovation

Supervision

Resources

Management

Material

Tasks

Strategy

Policy

Approval

Management

Monitoring

Client

FM Company

Cate

rin

g

Cle

an

ing S

erv

ices

Pro

pe

rty S

erv

ice

s

Se

cu

rity

Se

rvic

es

Su

pp

ort

Se

rvic

es

IFS

Management

Team

Client

Str

ate

gic

Ta

ctica

l O

pe

ratio

na

l

Cate

rin

g

Cle

an

ing S

erv

ices

Pro

pe

rty S

erv

ices

Se

cu

rity

Se

rvic

es

Su

pp

ort

Se

rvic

es

The IFS model eliminates margin-on-margin costs

Total system gross margin is up to 5% higher in an FM outsourcing comparing to IFS



Great service performance

SERVICE PERFORMANCE

FACILITATING OUR CUSTOMERS PURPOSE

THROUGH PEOPLE EMPOWERMENT



KPIs’ for Facility Services

FM KPIs’

End-user satisfaction

Realized savings compared to plan

Completion time of service requests and help desk issues

Innovation and continuous improvements initiatives

Lost time due to injury and incidents

Cleaning KPIs’

Staff turnover

Amount of extra work hours per site

Service quality (objective measurements)

Compliance to Cleaning Excellence Standards

Sustainability and environmental impact (water/chemicals)




Security KPIs’

Time and attendance

Security log and time documentation

Recruitment and vetting

Induction and training

Staff grooming and appearance

Claims




Property KPIs’

Plans for proactive maintenance

Uptime for your critical systems

Deviations from planned maintenance costs

Incidents related to both facilities and people

Energy consumption and savings

Catering KPIs’

Guest satisfaction

Quality surveillance

Hygiene Documentation / HACCP

Training initiatives for Catering employees



IFS is where we can provide greatest value for our

customers

Customers want…

...to focus on their core business (by

engaging with service providers that

support the core)

...to ensure compliance ( with local

labor laws, customer policies and

other regulatory obligations)

...to safeguard their business

(employees, customers, brand)

...to manage risk

...to protect the value of their assets

...convenience, consistency and

sustainable/transparent savings

...to maximize uptime of the facilities

ISS delivers Via…

Technology

Process

People

Self Delivery

Integration

Strategic Partnership



Transparent Technology - Helpdesk

Customer Helpdesk

ISS Team

Status

Report



Transparent Technology - PPM

• Equipment

• Installations

• Maintenance plans

ISS Team

Responsible

for the tasks

Resources

and

workforce

planning in

advance

Reports and analytics of the tasks and

equipment life cycle



Transparent Technology - Benefits

✓ Documents every important asset in your facility

✓ Ensures accurate compliance documentation

✓ Improves the efficiency of day-to-day operation of your

facilities

✓ All data relevant and useful for your facilities presented in

illustrated reports

✓ Saves time, money, and transforms facility information into

knowledge you can use

✓ Improving user satisfaction with automated reports on the

status of a request

✓ Provides responsive crisis management during emergencies



Best Practice Processes



People Empowerment

(1) Employee Engagement Survey, employee Net Promoter Score

Driving employee engagement

• EES and eNPS(1)

• Recognition of the front line

• Company Day for management

Instilling a service culture

• Frontline training

• Recruitment programme

• First line management training

Talent pipeline management

• Key Account Manager (KAM) training

• Building a pipeline of future KAMs

• Succession planning

Building leadership

• Leadership development on all levels

• Induction programmes



Thank you!