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ISS 2020 Vision: Future of Outsourcing and Perspectives of Facility Management
This piece builds upon and extends the scope of the three previous ISS 2020 Vision studies: Scenarios for the Future of the […]
Gender-Balanced Teams Linked to Better Business Performance
Organizations can only reach their full potential when their leadership team reflects the diversity of their customers, more than half of which […]
Diversity Management: A Diverse Leadership Yields Higher Earnings
Diversity is not an end in itself but a means to something greater — to improve competitiveness and the bottom line. In […]
Linking Customer Experience with Service Employee Engagement
In this white paper, ISS performed a series of regression analyses for their data, and subsequent research has revealed important new knowledge […]
How 'New Ways of Working' Affect Our Use of Facilities
How we work has changed dramatically over the last 50 years. This has impacted our use of facilities, as they support how […]
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 […]
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, […]
Defining Service Excellence in FM
This white paper concludes two main themes emerging in driving service excellence in FM. Firstly, that excellence is underpinned by consistency, and […]
Service Management 2.0: The Next Generation of Service
Leadership and culture play a greater role in effective service organizations today than ever before. Value-based leadership is an effective way to […]
Healthy Options for Sustainable Facilities: Hand Dryers Versus Paper
After many years of air dryer systems without significant improvement of comfort and reduction of drying time, it was possible by a […]