SOURCE: Frost & Sullivan

Frost & Sullivan

April 05, 2011 08:42 ET

Frost & Sullivan Award Underlines ISS' Commitment to Customer Value Enhancement

Strong Overall Performance Lands ISS Its First Prestigious Frost & Sullivan Award

LONDON--(Marketwire - April 5, 2011) - The 2011 Frost & Sullivan European Customer Value Enhancement Award in Facility Management is presented to ISS.

Outstanding revenue and profit margins testified to the company's exceptional commitment to customer value enhancement. Group revenues ended at DKK 74.1 billion in 2010, up 7.3% while operating profit increased 27% to DKK 4.2 billion.

Such strong results were driven by double-digit growth rates in emerging markets. The company closed 2010 with solid organic growth of 4% in Q4 2010. 5 of 7 regions had positive growth; the Nordic region was up 6%, Asia up 11%, Latin America up 32% and Pacific up 6%, while Western Europe was slightly positive. 

"Throughout 2010, and into 2011, ISS has succeeded in stepping up the development of its exceptional value proposition to the market, be it in the delivery of multi-country contracts, the optimisation of delivery concepts, and the application of best practices in operation processes," notes Frost & Sullivan Industry Analyst Michael Meyer. "The renewal and expansion of key contracts as well as the acquisition of new customers is the best proof that the market has understood and approved of ISS' value proposition."

"Key to ISS' success is its careful assessment of the client's needs and a country-by country transition process of taking over outsourced employees, service provisions and associated risks," remarks Meyer.

ISS has been able to achieve offerings of the same service range and service quality in all countries through a focused strategy of service self-performance. Currently, ISS self delivers at least 3 different services in most of its European main markets, often including Facility Management, Security, Catering, Office Support and Property Services, besides its core strength in cleaning.

"Through its self-delivery model, outsourced employees are transferred to ISS," explains Meyer. "That way they become part of the ISS staff and are trained and managed according to ISS standards. This provides an efficient setup as ISS is then able to integrate between services and functions."

Best practices in operation processes, coupled with uniformly high quality standards across the regions in which it operates, has also been integral to ISS' popularity. The company has successfully rolled out its Operations Process Framework by launching the global Integrated Facility Services (IFS) forum. This forum, where each region is represented, guides the overall development and roll-out of the Operations Process Framework.

"The key value driver for this initiative is the deployment on individual contracts, allowing the benchmarking of operation against the Operations Process Framework as an effective way of identifying improvement areas," states Meyer. "This innovative framework is an important part of a strong value proposition and is enabling ISS to manage and deliver services in a consistent and reliable way across services, customer segments and locations, while ensuring optimal customer satisfaction."

In April 2010, the International Association of Outsourcing Professionals (IAOP) announced ISS as being ranked sixth on IAOP's list of the world's leading outsourcing providers -- The Global Outsourcing 100. This demonstrates ISS is a professional and reliable outsourcing partner of choice.To illustrate the quality of their offering, ISS have serviced a number of high level corporate clients such as HP, Shell, Sony Ericsson and Cisco to name a few.

The Frost & Sullivan Award for Customer Value Enhancement is presented each year to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on improving the return on the investment that customers make in its services or products. This award recognises the company's inordinate focus on enhancing the value that its customers receive, beyond simply good customer service, leading to improved customer retention and ultimately customer base expansion.

About ISS
The ISS Group was founded in Copenhagen in 1901 and has grown to become one of the world's leading facility services companies. ISS offers a wide range of services: cleaning services, property services, catering services, support services, security services and facility management services. Global revenue amounted to DKK 74 billion in 2010 and ISS now has more than 520,000 employees and direct operations in more than 50 countries across Europe, Asia, North America, Latin America and Pacific, serving thousands of both public and private sector customers. For more information about ISS, please visit our website at

About Frost & Sullivan
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