Our publications explore the latest trends and research in outsourcing, facility management and workplace experience design.
2019 Annual Report
Dive into our 2019 Annual Report to learn more about our business and performance. In 2019, we continued to work through a bold and vital transformation that is enhancing our ability to serve our key account customers.
ISS commissioned the Copenhagen Institute for Future Studies (CIFS) with the assignment to develop a number of scenarios for the future of the global facility management industry. The work turned into five ISS 2020 Vision White Books on future perspectives on the FM industry.
Future of Work, Workforce & Workplace
The workplace is no longer viewed as the epicentre of an organization. Yet physical workplaces are still essential to create and support organizational culture. Physical frameworks combined with human-centric service must provide a holistic workplace experience, where the end-users can be productive and thrive.
The fifth and final white book from ISS and Copenhagen Institute of Future Studies (CIFS) explores the trends and drivers revolutionizing service management, a critical competitive parameter for most organisations today.
The Future of Outsourcing and Perspectives for Facility Management
Moving beyond 2020, megatrends are reshaping outsourcing in several ways. The future of outsourcing will be characterized by a high degree of collaboration in order to boost global competitiveness. Outsourcing is evolving to accommodate new market needs and the growing complexity of the challenges that will continue to face businesses in the future.
There are more things today that can be considered facility management than ever before, and that offers unparalleled opportunities for establishing new collaborative models. The future of public sector outsourcing will be characterized by highly sophisticated facility management or infrastructure management rooted in precision and measurement, process discipline and operational excellence.
In the future, facility management will need to include new innovative service concepts that go beyond solely looking at the workplace as an opportunity for reducing operating cost. This report analyzes the strategic themes shaping future workplace strategies.
ISS and The Copenhagen Institute for Futures Studies (CIFS) have carried out a study on the future of global Facility Management (FM), based on a survey involving more than 300 senior executives from ISS and 50 specialists from the Global FM network. The research also draws on workshops and in-depth interviews with key industry spokespersons.
Our white papers provide longer-form insights into key aspects of facility management, workplace experience and outsourcing services.
Perspectives of the FM Market Development
This paper discusses the evolution of the Facility Management industry from the 1980s to the present and offers some predictions about where the industry is heading in the future. The industry is transforming from a predominantly single-service local outsourcing model to an integrated services delivery model that seamlessly meets the core needs of the customer on a national and even global scale.
Managing and Mitigating risk within Strategic Facility Management
The subject of this paper is risk management and mitigation through strategic facility management (FM), and it is based on fieldwork performed by the Vienna University of Technology, Department of Information and Facility Management (IFM); PriceWaterhouseCoopers Austria (PwC); and experiences derived from the delivery side of the service provider ISS Austria’s FM business.
Defining Service Excellence in Facility Management
This whitepaper concludes two main themes emerging in driving service excellence in FM. Firstly, that excellence is underpinned by consistency, and secondly, an absolute confidence in delivering to an agreed set of standards. But research also shows that this consistency is not enough in itself to guarantee service excellence.
Trends and Developments within Facility Management
The paper deals with further trends and developments within Facility Management based on the fieldwork of the Vienna University of Technology, department of Information and Facility Management, and experiences from the delivery side of the Facility Management business through service provider ISS.
What is a Request for Proposal (RFP), how can it enhance the competitive bid process and how does a Security Services company identify the types of information needed to write an effective RFP? A framework based on five basic steps to build, review and publish an RFP and subsequently evaluate proposals for working with RFPs on security services in the outsourcing industry is presented in this paper.
New study from ISS Denmark and Copenhagen Business School shows, how diversity brings new talent into the organisation. To attract and retain these qualified employees it is essential to take a more inclusive approach to talent management, which again helps to professionalize service and strengthen pipeline of successors to the benefit of profit and business.
Super-diverse teams drive well-being in the workplace
New research from ISS and Copenhagen Business School proves that highly diverse or super-diverse teams can increase well-being in the workplace. This is due to diversity’s potential for generating social coherence and enhanced socializing, communication, and open-mindedness among co-workers.
New research from ISS Denmark shows that leading diverse teams strengthens leaders’ competencies within communication, relationship building and talent development and ensures inclusion. This has a reinforcing effect as the better the leadership, the better the heterogeneous team will function.
This report shows that the benefits of having a diverse management are significant; businesses with the most diverse management have an operating profit margin of an average of 12.6 percentage points more than companies with the least diverse management. In addition, the most diverse companies have an operating profit margin on an average of 5.7 percentage points more than their competitors do.
Linking Customer Experience with Service Employee Engagement
In this White Paper we have performed a series of regression analyses for our data, and subsequent research has revealed important new knowledge regarding the factors that drive service employee engagement and customer experience.
Employee Engagement – the crucial role of the supervisor
Engaged employees are more productive, more customer-focused and more loyal – and companies with high levels of employee engagement are more profitable, according to a number of studies over the past two decades.
Effective Training of Front-line Service Employees
Service quality is the primary driver behind customer satisfaction. Because training is the single most important driver behind higher service quality, it is one of the most important internal processes for a company to get right.
Service Management is about continuously creating value in the eyes of the customers. Hence, the service company must excel at serving the front-line workers, who are the most important link between the company and the customers.
Service design - the next frontier in creating great workplace experiences
Workplace experience is crucial for companies in today’s competitive business environment. This white paper is about using service design to improve and innovate workplace services. This intentional, structured and user-centered process is a new paradigm for the facilities management industry.
Service Management 3.0 - the next generation of service
If all companies effectively compete on service, the key differentiator then lies in the service management model and the ability to execute it. However, the traditional models and themes are no longer sufficient, future focus should be on the service delivery system and the power of the human touch.
COVID-19 transformed workplaces in ways no one could have imagined, with many facilities forced into partial or full lockdown. Our Technical Services teams have been on hand at every step — supporting customers with strategic advice and planning, and helping them maintain, decommission and recommission buildings safely.
From ISS management trainee to key account manager
“A great account manager is adaptable and resilient,” says David Dewhurst, an ISS Key Account Manager. “You’re constantly tackling complex, challenging tasks, so it can be very high pressure – but it’s so rewarding.”
The strength of a strong supply chain team during COVID-19
During a pandemic, our Supply Chain & Procurement teams are essential to the safe and hygienic running of hospitals, care homes, airports, production plants, offices and other facilities across the world.