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ISS Iceland Presentation at the MMI final

conference in Stockholm04.12.2012

Gudmundur GudmundssonCEO - ISS Iceland

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ISS Global Vision

We are going to be the world’s

greatest service organisation

Lead the industry by offering best-in-class single

services and integrated facility services (IFS).

Lead locally with leading positions in all established markets and the ambition to quickly achieve this position in new markets.

Lead globally with presence in all main regions and countries.

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ISS World – 53 countries

ISS A/S – The ISS GroupHQ in Denmark

T/O 77,6 bDKK in 2011

Number of employees ca. 535.000

4th largest private employer in the world

Knowledge sharing and technical benchmark

ISS University / ISS Academy

ISS Ísland ehf. – Our geographical footprint

ISS Ísland operates offices in

Reykjavík and on Akureyri.

Total around 800 employees

T/O for 2011

3 billion ISK.

Neskaupsstaður

Akureyri

Höfuðborgarsvæðið

Akranes

Vestmannaeyjar

Hella

Sauðárkrókur

Dalvík

Selfoss

Eskifjörður

Höfn

Húsavík

ReykjanesbærHvolsvöllurSandgerði

Reyðarfjörður

Ísafjörður

Egilsstaðir

Stykkishólmur

Borgarnes

ÞorlákshöfnISS Iceland is

in 2011 # 128 of the largest companies in Iceland in T/O and #

34 in employees

Blönduós

Siglufjörður

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Our Values and Leadership Principles

LeadershipEach level of our organisation must fully grasp and embody the ISS Values in order to pass them on to the next level– this will require leadership

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Our service model

Improvement in each service area

Efficiency and service excellenceA

Synergies between customers

Know-how and Best PracticeC

Synergies between service areas

Defining roles and cooperation B

Back Office Synergies

Management and coordinatingD

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Innovation…..

…an evolution of our business model – a revolution in thinking and working

What does innovation means to us and why is it important for ISS ?

• Serving our customers better than our competitors

• To be ahead and to differentiate on the market

• To run a profitable business

Competitive analysis

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Main Industry competition dimensions• Solution• Customer need• Process• Management

ISS Radar Results

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Product(WHAT)

Platform

Solution

Customer Need(WHO)

CustomerExperience

Communication

Process(HOW)

ValueCapture

Management

Supply Chain(RELATIONSHIP)

Channel

Partnership 7

3

5

3

5

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Main focus areas• Product• Solution• Customer need• Process• Management

Service area : Property Services

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Main takeaways from case exercise in DD session 2. Product chosen: Property services.

Innovation Dimension

Lesson

1) Solution • This product fits very well for many target customers. • ISS still lacks systematic thinking on how to apply solution concept to market. • Good discussion on opportunities for augmenting the concept with complimentary services.

2) CustomerNeed

• Product fits both existing and new customer. • Market research needs to prioritize customer according to expected contribution for ISS.

3) Customer experience

• New target group also possible, large companies operating in real estate, often owned by the banks and funds. • Need new ways in attracking this group of customers.

4) Communi-cation

• Need concept for attention for this product.• Marketing division to come up with a plan.

ISS - Iceland, Property Services – action plan for selected innovation dimensions. NICE / MMI Project

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Selected Innovation Dimension

1. Innovation vision for this dimension

2. Goals 3. Milestones 4. Suited Actions 5. Lead manager or department

Solution Total “one stop shopping” solution for Real Estate Owners and investors offering flexible operating model and high service level within the building

To lead the market by market share and differentiating by service offerings

10 new contracts per next 12 months and 10 new customers for the next 2 years

Sales effort, sales material, knowledge build-up, educate the market, lead the professional discussion

Property Service manager

Customer need A professional solution to operate an investment and preserve a short and long term value for the investor

Adjust the solution to customer needs and to get references supporting the solution

Examining customer needs and implementing solutions

Meetings with customers and potential customers, participating in conferences and seminars

Business Development and Property Service manager

Customer experience

Investment in Facilities becomes an option due to a “hassle free” solution from ISS, preserving short and long term value for the investor

Educate the market and to get customer references supporting the solution

In the end of 2012 we have a reference which can be used

Adjust the solution to customer needs and expectations to ensure positive experienceMeasure the experience

Business Development and Property Service manager + Marketing

Communication Offer a on-line internal web solution for a “real-time” information flow to the customerUse Facebook, Twitter etc. for individual and group information sharing and discussions

Implement next 12 months a ISS solution for both technical and communication system

After 6 months the system should be in test phase

Get assistance from ISS Nordic, either or both by getting experts over and sending ours abroad

Business Development and Property Service manager + Marketing

Reflections on the MMI programme...

ISS Global sets rules to follow in strategic development, is more oriented on global and local alignment on service excellence in decided service areas and not so strong on innovation dimensions as the IR/MMI programme.

The strength of the MMI programme is the quantification of the 12 dimensions through the Radar, and the concept of developing the action plan.

The IR/MMI concept is a comprehensive system and has helped the management team to get a holistic view on innovation and understand that innovation is a part of all dimensions in running the company.

Mapping the competition and analysing it with the tool was very useful

Fits well to use within our current Strategy Process.

Advantage of IR/MMI also that it involves participants “formally” (questions) and allows them to be anonymous.

Would have liked to move to DD3 (Vision, Goals, Action Plan) immediately after DD1.

Is an “eye opener” to importance and potential innovation areas

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Strategic ambition of ISS Iceland

The strategic ambition of ISS Iceland is to;

Lead FS market locally

Protect the bottom line and

To be alert for new opportunities and innovation to ensure growth.

Single service excellence is priority #1, but ISS Iceland will strive for further developing its service offerings, aiming at Catering, Property Service and tailor made solutions for chosen sectors, with profitability as a guiding light.

Mange tak !