Single Service Delivery Model

Our best experienced and team of professional planners, transition managers, and operations managers put together a detailed planning process, including smooth contract conversion in close cooperation with client organizations. We also ensure that contract start-ups and operations follow the proven best practices that involve all stakeholders to reduce risk and limit business disruption.

We dedicatedly pay attention to efficiency and quality. The ISWHC self-delivery model signifies that all employees are hired and managed by ISWHC, representing our values, strengths, and codes of conduct. Also, we invest in the introduction and continuous training of employees and with the safe use of reliable methods and tools. In this way, we can use our knowledge beyond borders and provide services to the same high standards at multiple sites.

This benefits our clients as we provide services consistently and professionally. The strong foundation for a single delivery service is our Service Excellence program, which is based on superb practices of using more than 50,000 customers in more than 50 countries. This allows us to benchmark performance across industries and regions to flexibly adapt to the changing needs of our customers.

Service Excellence

The keystone of ISWHC’s unique service delivery model is our focus on excellence and our dedicated account managers, who act as a single point of contact.

The ISWHC approach to excellence is illustrated in the model above. The four categories are: 

• Culture of Service, which is based on nine ISWHC leadership principles and elements of the ISWHC vision and values. The organization’s service culture is a key component of the delivery model, although it is not easy to document. To the long-term success of a service organization, no other component is more important than its culture.

• Employee engagement includes employee attitudes, leadership, and human resource processes. At ISWHC, we conduct employee engagement surveys every year and all employees are entitled to an annual review and at least one performance review. In addition, we attach great importance to participation in our selection process, training plan, internal communication, and managerial training and evaluation. 

•  Quality of service is the foundation of the entire service delivery system design. 

•  Customer experience includes customer management and relationship management processes, including end-user centrality. At ISWHC, we conduct a customer experience survey every year and invite all customers to participate; the survey is anonymous and the account manager will receive customer feedback within 24 hours. The ISWHC Customer Experience Survey is used as a dialogue tool for annual relationship assessment and ongoing relationship development.

Account managers make daily decisions regarding employee management and maintain strict operational and financial control. In other words, the account manager has the “permission to act” and assumes corresponding responsibilities, allowing him to sit back, relax, and focus on his core business and value creation. 

 Account managers are supported by centralized centers of excellence that provide operational support, training, quality control, and continuous improvement programs.

The combination of a dedicated account manager and the support of the Center of Excellence is very important to improve efficiency and effectiveness while ensuring that decision-making is as close to the customer as possible. Additionally, we also optimize efficiency by leveraging our dedicated back-office functions (such as HR, HSE, payroll, procurement, and logistics) to minimize the cost of a single contract.

Service Quality

As part of its delivery model, ISWHC reports actual contract performance based on agreed service levels and key performance indicators (KPIs) with an agreed frequency. In this way, customers can ensure full control while enjoying the benefits of results-based service contracts. 

In any service delivery, an effective quality management process is essential. At ISWHC, we recommend managing quality through a hierarchical structure, starting with employee self-monitoring, complemented by the supervisor’s control of samples, conducting quality reviews with clients, and finally periodic quality reviews.

Our experience shows that the right quality management system will quickly lead to a common vision of the required level of quality.

The ISWHC Quality Measurment Model

The ISWHC delivery model is based on a process that enables us to manage and deliver services consistently and reliably on a global scale, across industries. Our process of orientation is based on three key components: people, automation, and visualization. Its purpose is to disseminate the internationally followed best practices in a local format for the benefit of our customers. Setting benchmarks for the performance of all markets and establishing quality standards as key tools for all markets are ISWHC’s key priorities, which are naturally combined with local and personal adaptation and adjustment.

For integrating process thinking and best practices into daily services, ISWHC has developed an IT system to ensure consistent quality standards. These systems cover a wide range, from computer systems to cleaning systems, logistics systems, and of course our unique facility management system, which has proven its worth in various facility service contracts around the world.

Service Input VS OutPut Specification

In the past decade, single terms of service have been based on input specifications, in which service providers essentially provide some predetermined resources at an agreed price within a specified period. Currently, in most markets, service delivery is based on output specifications, where the focus is on cost efficiency via service analysis, knowledge sharing, and benchmarking.

In an environment having output-based services, here we enquire about our clients and the expected results in terms of service level, quality, and frequency. After knowing their requirements we design the most suitable service solution for each client. To be precise, we focus on the result of the service (output) rather than the number of people and hours (input). Using products instead of input-based service contracts allows us to “generate services out of the box” and create more flexible, cost-effective, and value-added service solutions for the benefit of our customers.

Multi Service

With ISWHC Multi-Services, customers not only enjoy the service we provide on their site but also maintain a high degree in managing the  customer requirements regarding the applicability of input specifications to meet their business needs and budgets. 

For each service, we have a skilled team that provides solutions suiting your needs and the results you are looking for. The team ensures that each service is delivered in the following way:

• Constant high-quality service

• Standard productivity with effective profitability

• Minimizes environmental impact

• Stabilized delivery system