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Case: ISS - Measured and Mangaged Innovation
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Case: ISS - Measured and Mangaged Innovation


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Presentation by Gudmundur Gudmundsson, CEO at ISS Iceland at the final conference for the Measured and Mangaged Innovation Programme. …

Presentation by Gudmundur Gudmundsson, CEO at ISS Iceland at the final conference for the Measured and Mangaged Innovation Programme.

Venue: Moderna Museet, Stockholm, Sweden

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  • 1. ISS Iceland Presentation at the MMI final conference in Stockholm 04.12.2012 Gudmundur Gudmundsson CEO - ISS Iceland1
  • 2. ISS Global VisionWe are going to be the world’s greatest service organisationLead the industry by offering best-in-class singleservices and integrated facility services (IFS).Lead locally with leading positions in all establishedmarkets and the ambition to quickly achieve thisposition in new markets.Lead globally with presence in all main regions andcountries.2
  • 3. ISS World – 53 countries3
  • 4. ISS A/S – The ISS GroupHQ in DenmarkT/O 77,6 bDKK in 2011Number of employees ca. 535.0004th largest private employer in the worldKnowledge sharing and technical benchmarkISS University / ISS Academy
  • 5. ISS Ísland ehf. – Our geographical footprint ISS Ísland operates offices in Ísafjörður SiglufjörðurReykjavík and Húsavík on Akureyri. Dalvík Blönduós Akureyri Sauðárkrókur EgilsstaðirTotal around Neskaupsstaður 800 Eskifjörður Stykkishólmur Reyðarfjörður employees Borgarnes Akranes Höfuðborgarsvæðið Höfn Reykjanesbær HellaT/O for 2011 Sandgerði Selfoss Hvolsvöllur ISS Iceland is3 billion ISK. Þorlákshöfn in 2011 # 128 of the largest companies in Vestmannaeyjar Iceland in T/O and # 34 in employees
  • 6. Our Values and Leadership Principles Leadership Each 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 leadership6
  • 7. Our service model Improvement in each service area Synergies between service areas A Efficiency and service excellence B Defining roles and cooperation Synergies between customers Back Office Synergies C Know-how and Best Practice D Management and coordinating7
  • 8. 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 business8
  • 9. Competitive analysis Main Industry competition dimensions • Solution • Customer need • Process • Management9
  • 10. ISS Radar Results Product (WHAT) Main focus areas Partnership 7 Platform • Product • Solution 5 • Customer need Channel Solution • Process 3 • Management Supply Chain Customer Need (RELATIONSHIP) (WHO) 3 Customer Management Experience 5 Value 7 Communication Capture Process (HOW)10
  • 11. Service area : Property ServicesMain takeaways from case exercise in DD session 2. Product chosen: Property services.Innovation LessonDimension1) 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) Customer • Product fits both existing and new customer. Need • Market research needs to prioritize customer according to expected contribution for ISS.3) Customer • New target group also possible, large companies operating in real estate, often experience owned by the banks and funds. • Need new ways in attracking this group of customers.4) Communi- • Need concept for attention for this product. cation • Marketing division to come up with a plan.11
  • 12. ISS - Iceland, Property Services – action plan for selected innovation dimensions. NICE / MMI ProjectSelected 1. Innovation vision 2. Goals 3. Milestones 4. Suited Actions 5. Lead managerInnovation for this dimension or departmentDimensionSolution Total “one stop shopping” To lead the market by 10 new contracts per Sales effort, sales material, Property Service solution for Real Estate market share and next 12 months and 10 knowledge build-up, educate manager Owners and investors differentiating by service new customers for the the market, lead the offering flexible operating offerings next 2 years professional discussion model and high service level within the buildingCustomer need A professional solution to Adjust the solution to Examining customer Meetings with customers and Business Development operate an investment and customer needs and to needs and implementing potential customers, and Property Service preserve a short and long get references supporting solutions participating in conferences and manager term value for the investor the solution seminarsCustomer Investment in Facilities Educate the market and In the end of 2012 we Adjust the solution to customer Business Developmentexperience becomes an option due to a to get customer have a reference which needs and expectations to and Property Service “hassle free” solution from references supporting the can be used ensure positive experience manager + Marketing ISS, preserving short and solution Measure the experience long term value for the investorCommunication Offer a on-line internal web Implement next 12 After 6 months the Get assistance from ISS Nordic, Business Development solution for a “real-time” months a ISS solution for system should be in test either or both by getting experts and Property Service information flow to the both technical and phase over and sending ours abroad manager + Marketing customer communication system Use Facebook, Twitter etc. for individual and group information sharing and discussions12
  • 13. 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 areas13
  • 14. 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.14
  • 15. Mange tak !