ISS Iceland Case

8/9/2019 ISS Iceland Case

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ISS ICELANDIda FaridaLaurencia

Antonio NalauGina Octaviana


2/14

ISS

Had 2008 revenues of 68,829 million DKK. a!in" i# #$eseven#$ lar"es# ou#sour%in" %om&an' in #$e (orld.

In 2009 de)ned i#self as *ein" in +fa%ili#' servi%e.

ISS (as in #$e &ro%ess of #ransi#ionin" i#self and i#s %lien#s#o ($a# i# %alled +In#e"ra#ed -a%ili#ies ana"emen#

ISS "ro(n #$rou"$ a %om*ina#ion of a%uisi#ion and or"ani%"ro(#$. /$e *usiness model (as $i"$l' de%en#ralied, ea%$%oun#r' a%#in" li!e se&ara#e &rin%i&ali#', (i#$ )nan%ial

re&or#in" adminis#ered from $eaduar#ers in Co&en$a"en

Des&i#e i# sie, ISS (as a ni%$e &la'er in #$e leanin" (orld.


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ISS ICELAND 1 *efore

/$e I%eland o&era#ion (as a%uired *' ISS in 2000. a##$e #ime i# (as a&&roima#el' #(i%e as lar"e as i#neares# %om&e#i#or. 3udmundur 3udmundsson, CE4ISS %ommen#ed 1

5efore #$e a%uisi#ion (e (ere a #radi#ional %ommandand %on#rol or"ania#ion

e also $ad a de#ailed &ro%ess for dealin" (i#$%om&lain#s, *u# i# (asn7# fo%used on ei#$er %os#umer orem&lo'ee sa#isfa%#ion.

/$e s's#em (as *ased on %on#rol and ins&e%#ion i#(as %om&le and #$e resul# (ere insu%ien#


4/14

ISS Adoed a Ne( :alue;re&osi#on

First is #$a# of #$e %lassi% ou#sour%er, enablingour customers to focus on what they dobest, leaving non-core tasks, for example

cleaning, #o us.

/$e Second$as #o do (i#$ de)nin" whatbusiness are we in?or ra#$er, what is thefeeling we want to create in our

customers? (e e&ress i# *' sa'in", wecreating wellbeing for our customers


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Ne( :alue ;ro&osi#ion

/$is &osed a &ro*lem for us. !e knew that toooften our employees didn"t feel good abouttheir #obs, and (e !ne( #$a# if you don"t feel

about your #ob, it"s hard to feel good aboutyourself As a resul#, (e $ad #o as!, canemployees who aren"t feeling good aboutthemselves, or their #ob, create wellbeing incustomers?"#$e ans(er $ad #o *e no, a# leas# on a

lon"


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Ne( :alue ;ro&osi#ion

#(o o#$er rela#ed issues1 $rst, I *elieve #$a# &eo&le($o don7# feel "ood a*ou# #$emselves are no# as&rodu%#ive or uali#'


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Enhancing EmployeeWellbeing to Increase

Customer Satisaction 5efore 2000, sour%es of %om&lain#s (ere no# #ra%!ed. In 2000,

3udmundsson *e"an #o #ra%! #$e reason *e$ind %om&lain#s, and learned#$a# 0 &er%en# (ere due to lack of information among users

In 2000, communication was centered on what was wrong,

s&e%i)%all' #$e &er%en# of (or! #$a# (asn7# in


8/14

3ivin" and 3e##in" +A ;raise

+a &raise (as #$e e&ression used #o refer #o#$e )rs# ues#ion on ISS I%eland7s %us#omersa#isfa%#ion surve'

i# %rea#ed #$e o&&or#uni#' for a more %ons#ru%#iveand &rofessional dialo"ue (i#$ %us#omers, &la%in"

#$e in#era%#ion in a &osi#ive %on#e#


9/14

3ivin" and 3e##in" +A ;raise

I# (as #$e su&ervisors7 du#' #o *rin" +a &raise earned*' an em&lo'ee #o $im or $er, and, im&or#an#l', #o usei# as a learnin" &ro%ess #o ena*le #$e em&lo'ee #o doeven *e##er in #$e fu#ure


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ole of #$e Su&ervisor

/$e su&ervisors role %$an"e from +&reven#%om&lain#r #o +ena*le &raises

/$is mean# #$a# #$eir visi#s #o em&lo'ees %$an"esfrom +ins&e%#ion #o +su&&or#.

Su&ervisors $ours *e%ame #o#all' ?ei*le and (or!e%ien%' as o&&osed #o $ours (or!ed


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Servi%e ;ro)# C$ain


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ESL/S

Com&lain#s $ad de%lined drama#i%all' sin%e 2000

Cus#omer sa#isfa%#ion da#a (as unavaila*le due #o#$e fa%# #$a# ISS I%eland7s da#a*ase &rovider*an!ru in 2008

Em&lo'ee #urnover de%lined s#eadil' from $i"$ ofFGF in F999 #o 69 in 200

evenue "ro(#$ avera"ed F,6 durin" #$e 2000

ISS Iceland Case

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