As part of its delivery model ISS reports the actual contract performance against the agreed Service Levels and Key Performance Indicators (KPIs) at the agreed frequencies. In this way customers can be sure to enjoy the benefits of an output-based service contract while being in full control.
In any service provision an effective managed quality process is paramount. At ISS we recommend managing quality through a hierarchy, starting with employees’ self-control supplemented by sample controls by supervisors, quality reviews together with the customer and, finally, regular quality audits.
Our experience shows that the right Quality Management system quickly leads to a shared view on the desired quality levels.
The ISS Quality measurement model
The ISS delivery model is built around processes that enable us to manage and deliver services in a consistent and reliable way globally, across industries and geography. Our process orientation is based on three key components: people, automation and visualisation. The purpose is to channel international best practices into a local format for the benefit of our individual customers. Creating benchmarks for performance in all markets and making quality standards that work as a key tool across markets is a key priority for ISS - naturally, combined with local and individual adaptations and adjustments.
To help make process-and-best-practice thinking part of everyday service, ISS has developed a suite of IT systems that ensure consistent quality standards. These systems cover a wide range, from calculation systems to cleaning systems, logistics systems and of course our unique Facility Management System, which has proved its worth in a multitude of Facility Service contracts all over the world.