Embedding the Leadership Principlesirise.issindia.in/common_page/HR_Policy/Leadership... · 2014....

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Embedding the Leadership PrinciplesA recipe for success

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9 Principles. One mindset

The ISS Way of managing and leading is described in our 9 Leadership Principles. They outline how we relate to our clients, how we bring out the best in our people and how we ensure that everyone is treated fairly and with respect. The Leadership Principles help us to create a working environment through the ISS World that supports our people and adds value to the clients we serve.

One of the many strengths of ISS as a company is our global reach and the wide ranging and diverse way in which we deliver excellent service to our clients. At ISS we empower our leaders to translate and implement the group strategic initiatives successfully into their businesses. In other words; leading Facility Services globally, by leading Facility Services locally.

The approach for embedding the 9 Leadership Principles is no different and this book acts as a useful tool for those of you looking at ways to better embed them within your business. Also it demonstrates that while there are some key elements, there are many different routes to implementation. By combining the initiatives in this booklet with your local knowledge and experience you will be well on your way to finding a recipe for success for your area.

Jeff GravenhorstGroup CEO

1 In ISS we put the customer first

2 In ISS we have a passion for performance

3 In ISS we encourage innovation

4 In ISS we treat people with respect

5 In ISS we lead by example

6 In ISS we lead by empowerment

7 In ISS, we develop ourselves and others

8 In ISS teamwork is at the heart of our performance

9 In ISS we are one company with shared values, one brand and one strategy

ISS Leadership Principles

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This book has been designed to outline the key activities that are being employed across the Global ISS business to embed the Leadership Principles and ensure they become an integral part of how we lead.

There is no right or wrong way, nor is there a prescribed list of steps to take in order to be successful; rather use this as a list of possible ingredients and/or as inspiration.

The book has been broken into 5 main sections representing the key areas for implementation:

1. Spread the Word 2. Build Understanding3. Make them Relevant4. Regularly Assess5. Celebrate Success

Where good practice exists in that area some details of the approach, and who you can contact to get more information is included. In other areas the requirement has been highlighted but as yet there aren’t examples ready to share. In these cases, solutions have been suggested which hopefully provide you with an opportunity to develop your own tool.

Introduction

1. Spread

theword

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Market the Leadership Principles

The ISS Leadership Principles are a fundamental element of our strategy for success and ultimately they need to be as recognisable throughout the organisation as The ISS Way, the ISS Value Chain, or our corporate Values. The first thing you can do is get them out there, make the Leadership Principles visible throughout the company by using all possible means of publication. This could be posters and pictures in your meeting rooms, coffee cups for all employees, management road shows, payslip messages or monthly newsletters. The key here is ensuring that people know that they exist and that it creates a discussion.

Country ISS Germany

Approach To demonstrate its commitment early on ISS Germany took the decision to ensure the Leadership Principles and Values were visible in all its conference rooms. ISS Germany recognised that the Leadership Principles and Values were as relevant for the guests, suppliers, and customers as it was for the employees themselves. Therefore they have designed and posted images and posters to represent the ISS Leadership Principles and Values. These posters act as a clear indication of the company’s commitment to the Principle’s but also as a reminder to all staff that they are to remain the focus in everything they do.

In addition to the above ISS Germany has developed a monthly newsletter that is issued as part of the pay slip/advice. This gives the management team the chance to inform the employees about all news in the company. In particular this method has been used extensively for marketing the ISS Leadership Principles and to ensure key messages are getting to all levels of employees.

More information Gerald Klein Finance Manager ISS Germany Email: [email protected]

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Developing effective tools and initiatives is pointless if nobody can access them. Make sure that your target audience can easily access the principles, and that they can be accessed by many different mediums, for example; on-line, in hard-copy, by email, on shared servers, to allow for individual preferences and levels of accessibility.

Ensure they can be accessed

Country ISS UK

Approach ISS UK decided that the best way to ensure that the Leadership Principles are accessed is to talk about them regularly and to make it as easy as possible to find reference to them in the first place. Following their introduction, the Group HR Director emailed the principles to every senior member of staff. They are also available from the homepage of the UK Intranet and an email was sent by the UK CEO to demonstrate his support for them.

All of ISS UK’s welcome days and Senior Training course programmes explicitly include the Leadership Principles with explanation sessions and presentations on the principles.

In addition hard copy versions have been supplied to the senior management team.

More information Ged Horn UK Group HR Director ISS UK Email: [email protected]

Country ISS Norway

Approach In ISS Norway the HR department was conscious that not all their employees have regular access to computers and Microsoft PowerPoint presentations. Therefore they decided to develop hard copy brochures and posters that outline the Leadership Principles, and provide testimonials from selected leaders throughout their business. Each Regional Office was sent posters and brochures to put up in their reception areas and conference rooms. They were even provided with enough copies to place brochures at some of their key customer locations.

All this was provided in addition to Microsoft PowerPoint presentations and electronic versions of the testimonial brochures on their internal website to ensure that as many of their employees had access to the Leadership Principles and examples of them in action.

While the above is yet to be measured formally the HR team has already been able to see a significant increase to the level of awareness of the Leadership Principles and their significance in within ISS Norway.

More information Erik Simensen HR Director ISS Norway Email: [email protected]

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Your leaders’ ‘walking the talk’ is vital to embedding the Leadership Principles within your country, division, and work area. There are few things more powerful than viewing or experiencing practical examples of the Leadership Principles in action. As a leader within ISS it is your responsibility to firstly ensure you embody the ISS Leadership Principles before you can expect those around you to do the same. Simple examples of this could be to ensure that management review meetings use the Leadership Principles at their core, or to be explicit about what principles have guided you when communicating decisions or direction.

Visible leadership

Country ISS Belgium & Luxemburg

Approach ISS Belgium & Luxemburg were inspired by the first booklet “Leadership The ISS Way – With a Human Touch” that used the testimonies of real ISS Leaders to illustrate each of the Leadership Principles.

The HR team took this one step further and approached key leaders within their own business who had clearly demonstrated behaviours that were aligned with the Leadership Principles. Each leader was asked to write a testimonial in relation to a particular principle and were asked to outline what they believed the principle meant to them and how they demonstrated that on a daily basis.

These testimonials were collected into a specifically designed booklet for use within ISS Belgium and Luxembourg and were circulated throughout the organisation to all its leaders via hard-copy, intranet, training programmes and even featured in their employee magazine.

By using leaders from within their own country to talk about their approach to the Leadership Principles the team found that the staff had a greater connection to the subject matter and it felt more relevant to them. It was not just a set of theories.

More information Sarah Cogneau Training & Development Manager ISS Belgium Email: [email protected]

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Country ISS Denmark

Approach ISS Denmark took a similar approach to ISS Belgium & Luxemburg in that they approached their leaders to help them to bring meaning to the Leadership Principles by demonstrating how they deliver them in practice.

In ISS Denmark the HR team asked their top managers to select one Leadership Principle they wished to discuss and once selected they were asked to write a story of how that principle has guided them in their approach to leadership. Over 50 leaders took part in the exercise, and each talking about one of the nine principles.

This approach was found to be extremely effective for making the Leadership Principles come to life for the employees within ISS Denmark. By linking their leaders to the principles and receiving both knowledge and commitments from those individuals it provided many real-life examples of how to live them successfully.

More information Malene Mølgaard Nielsen Head of Strategic Projects ISS Denmark Email: [email protected]

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It’s important to remember that while English may be the most widely used language throughout ISS; it is not everyone’s first language. ISS is a global organisation and one of our key strengths is the diversity we achieve through the many different cultures and languages of our workforce. The Leadership Principles are so fundamental to how we continue to grow and succeed as a company that it is too much of a risk to assume that your leaders will understand them fully, if they are not presented in your country’s national language(s), as well as in English. This applies to all promotional material as well as; posters, hand-outs, workbooks, newsletters etc. It may sound obvious but make sure your leaders understand the words before they start to tackle the concept!

Translate the Leadership Principles

ISS RomaniaLeadership Principles Brochure &

Employee Handbook(Romanian)

ISS GreeceLeadership Principles Pamphlet

(Greek)

ISS DenmarkA Leadership Workbook

(Danish)

ISS SwitzerlandLeadership Principles

(German, French & Italian)

ISS NorwayPosters, brochures,

presentations workbooks(Norwegian)

ISS HungaryLeadership Principle Booklet

(Hungarian)

ISS NetherlandsWelcome Booklet containing

Leadership Principles(Dutch)

ISS Belgium & LuxembourgLeadership Principles & Testimonials

(French & Dutch)ISS Estonia

A Leadership Principles & Handbook(Estonian)

Good examples

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2.Build

understanding

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Developing competencies for each of the Leadership Principles are a fantastic way to assist individuals in their understanding of the principles. Outlining those key competencies will help to define those behaviours that an individual needs to demonstrate in order to perform each principle effectively. These competencies can be further clarified by including examples of cases where a positive behaviour, rather than a negative behaviour would be used to illustrate a Leadership Principle in action.

Develop competencies

Country ISS UK

Approach ISS UK redeveloped its entire Competency Framework to centre on the Leadership Principle Competencies as the senior management team believe that they are key to embedding the ISS Way strategy across every area of its business.

ISS UK has incorporated them into both its online talent development platforms,

Talent Box and all management appraisals. They drove the adoption further by making it a key HR KPI. Led by the HR team and publicly sponsored by the UK CEO, it has been launched into the business. The Executive Development team monitor both the compliance and quality, while also offering training and support. This enables them to guarantee that 100% of managers have completed appraisals for their reports and that each conform to the standards that were set.

This commitment has delivered benefits across its business, from consistency in approach of recruitment; through to job descriptions, selection and induction; and to appraisal and skills gap analysis.

When deciding on team composition and people development, managers are now able to fully consider and utilise the Leadership Principles as the preferred tool to make their decisions.


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Country ISS India

Approach To help provide some meaning to its leaders and to make them relevant to their business ISS India took the Leadership Principles and developed a series of competency attributes for each principle, these in turn were supported by definitions that outlined what that high level attribute looked like in practice.

In addition to the above the team broke each competency attribute down into 5 levels to distinguish further between those basic practitioners and its highest performers.

This framework has not only been used for current leaders within the business but also in the recruitment of new leaders from outside the business and for identifying emerging talent and new leaders from within the business.

The value of this particular approach has been identified more widely within the region and is currently being considered for wider use across the Asia-Pacific Region.

More information Ashutosh Labroo Vice President – Human Resources ISS India Email: [email protected]

Dennis Andersen Regional HR Director ISS APAC Region Email: [email protected]

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The identification of the right behaviours and skills needed to deliver each Principle will enable you not only to develop the most appropriate training, but also to ensure your existing suite of training courses align with those key messages within the Leadership Principles. Having this alignment will ensure that our strategies are ‘joined up’ across the company and will further help them become a part of everyday leadership within ISS.

Align and develop training

Country ISS UK

Approach ISS UK took the decision to align its Development Strategy with the ISS Way aligning the Leadership Principles within its training programmes This gave them a framework for its management competencies and structure to assist both with identification of development needs and the solutions to meet those needs. The opportunity to embed the Leadership Principles into its people culture was an opportunity to further utilise HR in driving the business forward.

ISS UK reviewed its existing training offering and highlighted where the fit with the Principles occurred. This was then incorporated into its six monthly Training brochure presented to the business starting in January 2011. Each course is aligned to a particular Principle. During each course the specific principle is discussed and there is logical reference point for the learning. It gives the learners a rationale to challenge their own capabilities and thus seek to change and improve if required and provide a reason in line with company values for doing that.

This is now starting to take hold and becoming embedded in leader’s thoughts and decisions on development courses for themselves and their teams.

The realised benefit is the embedding of the principles in its everyday leadership and people culture.

More information Simon Archer Head of Training and Recruitment ISS UK Email: [email protected]

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Country ISS Australia

Approach In ISS Australia the HR team have completely reviewed their existing suite of training and redesigned the course content for its leaders to align far more effectively with the requirements as outlined by the Leadership Principles.

The first step in this process meant aligning the content of their leadership training to touch on those key competencies and behaviours needed to live the Leadership Principles. In addition the training suite itself has been structured to allow leaders to clearly identify those courses that will best assist them improve in the areas of weakness. This has been far more effective in ensuring the training meets the need of the individual and also helps those individuals target those areas effectively and speed up the improvement process.

More information Scott Erwin National General Manager HR ISS Australia Email: [email protected]

Country ISS Poland

Approach In order to better align their training programmes with the Leadership Principles, ISS Poland addressed each principle and identified which of their existing courses helped it leaders to develop against that principle.

To further assist with this ISS Poland engaged an external trainer to ensure that training is delivered effectively and to strict standards of consistence. In most cases the training programmes provide its leaders with the ability to practice Leadership Principles in controlled environments via supervised group exercises and role plays. As a follow up exercise, participants identify one Leadership Principle in which they feel they have the least developed skills. Together with a manager they then determine a clear action plan for improvement.

While it is still too early to generate formal statistics, feedback has been received from some employees that the training is having a positive impact on the behaviour of its leaders and in turn on their teams.

More information Malgorzata Gawryszewska HR Director ISS Poland Email: [email protected]

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While hopefully this booklet provides you with some useful ideas for embedding the Leadership Principles, it is by no means an exhaustive list. Everyday people are developing new ways of living the Leadership Principles successfully, and your country, division or work area will be no different. The power of shared knowledge is enormous not only for helping to make the principles practical, but also for inspiring new and innovative ways to lead the ISS way. Often getting the knowledge isn’t the hard part; it’s creating the platform and networks to share it; so make good use of the vast experience at your disposal and enable your leaders to help each other to share their knowledge and good practice!

Share knowledge

Country ISS Spain

Approach ISS Spain identified that a structured opportunity to share knowledge was key when they decided to develop their key Leadership Principle Training Programme. It was this premise; that the course participants themselves would act as the best point of learning for their colleagues; that formed the approach to their key Leadership Principle course for their Business Unit Managers.

The course itself lasts for 10 months with one full training day per month. The first day concentrates an overview of The ISS Way and the remaining 9 are each devoted to one of the Leadership Principles. There are a maximum of 15 managers per group from varying divisions to allow for a diverse mix of backgrounds, and experiences.

The course has been designed by ISS Spain, together with a dedicated 3rd party training company and was delivered in both Spanish and English.

The benefits of the course were clear in allowing those leaders to share their experiences of each principle in depth and over a considerable period of time.

More information Anna Viñolas HR Development Director ISS Spain Email: [email protected]

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Country ISS UK

Approach ISS UK runs a popular course aimed at supervisors and junior mangers. The course is called The ISS Foundation Certificate in Leadership (Leading the ISS Way).

The course is a 6 day course of which the first day focuses on both the Leadership Principles and ISS Way. The rest of the course and the assignments use this as the foundation to emphasise that the ISS Way and Leadership Principles are not an additional methodology, but intrinsic to everything they do.

The changes introduced resulted in immediate positive feedback from course participants. Feedback illustrated that attendees enjoyed the opportunity to share their experiences and really explore the Leadership Principles in detail to understand how they can use them on a daily basis. Already they have noticed that It has started to create a common language to discuss how strategy impacts day-to-day operations. Managers and supervisors reference the principles in their team discussions/ briefings. In turn, they are seeing an increased commitment to personal development from participants and from the people reporting to them. They have developed an on-going tracking process to monitor the promotion rate of the course participants, which is also showing a positive upward trend.


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Quite often the pressure for your leaders to deliver results means that it is very easy for them to get caught up in meeting deadlines and, dealing with everyday issues. Usually we don’t get the opportunity to reflect on our performance more regularly than our end of year review. Furthermore, personal reflection on such rare occasions doesn’t allow for the most effective way to learn or create the opportunity to make a long term difference. While you may not currently assess your leaders formally more than once per year, there is value in forcing personal reflection more regularly and certainly when leadership goes wrong. Without this personal awareness your leaders will have little hope of learning and improving; so providing your leaders with the ability to reflect on their performance regularly will help to speed up their personal development and keep them focussed on improving their weaknesses.

Encourage personal reflection

Country ISS Denmark

Approach At Denmark’s mandatory Managers Introduction Programme a large portion is built around the Leadership Principles which is led by the Country Manager or HR Director. The session introduces the Principles and contextualises them in relation to the ISS history, strategy and culture. Participants work through a series of specially designed dilemmas to illustrate how Leadership Principles can guide participants through value based issues. This exercise promotes a significant amount of personal reflections by participants on how their own values match the principles

ISS Denmark has found that the benefit of this approach is that the Principles are presented as a cornerstone of how ISS operate and the participant’s alignment is a clear requirement for how they are to behave and how they will be measured going forward.

More information Christian Lauritzen HR Development Manager ISS Denmark Email: [email protected]

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Country ISS India

Approach The phenomenal growth within ISS India has occurred mainly through acquisition. While this has brought with it great diversity it has also created an organisation made up of many differing values and cultures. The Leadership Principles have been a critical tool for ISS India to align these many cultures and values through the education and development of their top leaders.

ISS India employed a radical approach to working its leaders through the Leadership Principles and allowing them the opportunity to consider their own approach and application of these throughout their daily activities. The approach was to take its top 18 leaders on an Outbound activity based course for 3 days with the aim of challenging its leaders both mentally and physically and encouraging them to reflect on their actions in relation to the principles at regular stages.

An example of one of the activities used to test its leaders against the principle In ISS we have a passion for performance was that the participants were forced to climb a large mountain. The location was chosen specifically to challenge the leaders and it was expected that not all would have been able to complete the climb. As expected some members of the group wanted to give up part way through the challenge and the question was put to the rest whether they should be allowed to give up or carry on. The team were split in their opinion, but the opportunity here was to illustrate to the team how this may be viewed in relation to the Leadership Principle; In ISS we have a passion for performance. They were asked to consider whether it was acceptable for them as leaders to give up or even allow others to give up once the challenge became difficult. This in itself created an opportunity for reflection on their attitudes and approach to problems. Also it and served as a tangible reminder of their responsibility as leaders and what fulfilling the Leadership Principles meant in practice.

This approach of breaking down barriers and challenging its participants to consider their own attitudes has received exceptional feedback and already ISS India have begun to build one company with one vision and one strategy. A follow-up exercise is also planned 6 months from the completion of the course. It is hoped to repeat this exercise with the next level of managers in the near future.


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Now that you know what the ISS Leadership Principles are, it is crucial that you use this to ensure you start right when identifying and recruiting new leaders within your business. This includes using the ISS Leadership Principles to ensure you are employing individuals with the right skills to embody those values and behaviours. Following appointment, it means making the ISS Leadership Principles explicit and clearly defining their responsibility and the expectations of them as leaders, in order to ensure their employees do the same.

Start right

Country ISS Germany

Approach In ISS Germany the management team have implemented a “Welcome Day” which is held monthly and captures all new employees appointed that month. As part of this day new employees receive their general induction to the company and receive information from all the key heads of department together with important information concerning their employment with ISS Germany. A key section of this day is a review of the company values and in particular the ISS Leadership Principles. Not only are these Principles discussed in detail but information is also provided on their origin purpose and some key examples about what they look like in practice.

Having these key messages delivered consistently and early in the employee’s term with ISS ensures that they are receiving clear direction on ISS’s direction from those responsible for ensuring they are rolled out effectively.

More information Gerald Klein Finance Manager ISS Germany Email: [email protected]

3.Makethemrelevant

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Country ISS Denmark

Approach To ensure it starts its leaders off on the right footing ISS Denmark has embedded the Leadership Principles into their introduction programs for both supervisory and senior management levels.

Inductions for supervisory level employees are held regularly all across their organisation and are designed as welcome to the company. While part of the programme focuses on the ISS Way, our Values, Code of Conduct, and customer service a large portion is dedicated to the Leadership Principles. They are considered via the review of cases studies and real life examples and the group are asked to discuss their approach with each other and with their staff following the induction.

Every month ISS Denmark hold an introduction program for all new senior managers. Again like the supervisory induction programme there is a focus on the ISS Way, our Values, Code of Conduct and the Leadership Principles. In the case of the senior management introduction programme participants are asked to consider difficult situations and are asked to challenge their values in line with the principles. There is a far more in-depth review of these findings and the responsibility of these managers is illustrated clearly.

In addition senior managers are asked to take part in 3 days in an operational setting whereby they are asked to apply the principles to practical real-life situations.

ISS Denmark have found that embedding the Leadership Principles in this way

has proved to be very fulfilling as it gives a clear and consistent introduction to the principles but also provokes a clear awareness of how they should be applied and what it means to be a Leader in ISS.

More information Christian Lauritzen HR Development Manager ISS Denmark Email: [email protected]

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Commitment to the ISS Leadership Principles needs to come from the very top and a shift in culture starts with your country management. What better way to demonstrate their importance to your future success and to make them part of the culture than to ensure the Leadership Principles are discussed and considered at the highest level. We all know that revenue, growth and profit are important and this will not change, but the power of successful leadership on your ability to not only achieve and sustain financial performance but also to improve it through engaged and motivated employees is often underestimated. You need to ensure that you place as much emphasis on the behaviours and approach that lead to strong financial outcomes than simply focussing on achieving financial results at all costs. Ensuring that your top leaders do this is the first step in cascading the importance of the Leadership Principles throughout your organisation.

Get them on the business agenda


Approach A key focus for ISS Australia in 2011 has been improving the awareness and embedding the Leadership Principles more effectively within the business. The Country management team realise the significance of the Leadership Principles to its sustainability and growth as a country, and with a number of key growth markets it has recognised the value that excellent leadership will have on those strategic aims.

For this reason, they have ensured the Leadership Principles have formed a key element of their national and divisional conferences. At the Top 100 Conference the top leaders in the business were taken through a half day workshop to help understand how they make the Leadership Principles practical and take them back to their teams and divisions. In addition divisional conferences have run the same programme for its top leaders to ensure the message is delivered consistently. This has been coupled with a new employee recognition programme that is aligned to those behaviours needed to fulfil the Leadership Principles and the company’s core values.

More information Darryl Prince HR Director ISS Australia Email: [email protected]

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Country ISS Switzerland

Approach In ISS Switzerland the leadership team are keen to ensure the Leadership Principles are discussed regularly at the highest level. To demonstrate this they implemented a meeting regime featuring a Leadership Principle at their senior operational meetings.

The Managing Director decides the Leadership principle the team will discuss

at their next meeting, and then challenges his / her team to discuss how they exercise that principle and to share the specific leadership behaviours they demonstrate.

As part of this process the Managing Director commits to demonstrating their own approach to that particular Leadership Principle and actively seeks feedback from his / her team on their performance.

A number of the senior leaders have reported back to the HR Department that they have enjoyed sharing their own experiences with their teams and have found that this open approach has paved the way for them to do the same with their teams. The key point here is that the Leadership Principles are discussed at ISS Switzerland’s top meetings along with their other business therefore demonstrating to their teams that the topic has equal weight on their business agenda.

More information Reto Eisenring Director HR ISS Switzerland Email: [email protected]

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Currently those leaders using the Corporate Performance Page may assess themselves against the ISS Leadership Principles as part of their annual performance appraisal, but how much of that assessment contributes to their overall score? If you are to have any hope of increasing their profile there needs to be a more robust assessment of the ISS Leadership Principles at appraisal time and, perhaps more importantly greater emphasis of their performance against the Leadership Principles in their end of year performance score.

Strengthen the link to appraisal

Country ISS Romania

Approach In ISS Romania the yearly appraisal process of white collars is fully aligned with the Leadership Principles, as the evaluation is made against specific competences/behaviours for each principle.

The behaviours were identified through a collective project work between the HR team and workshops in the organisation.

Example: “In ISS we have passion for performance” The competencies are: decision making, quality of decisions, organizational skills,

problem solving, result orientation, perseverance.

Example: “In ISS we lead by empowerment” The competencies are: ability to delegate, ability to give feedback, ability to

motivate others. The fulfilment of each competency is measured by a scale from 1 to 5, based

on capacity of individuals: Level 1 Satisfactory to Level 5 Excellent. The benefit of the approach is that it targets and measures specific employee competencies and creates a basis for a concrete and measurable appraisal process across ISS Romania. The feedback has been very positive, as employees have appreciated the dialogue with their direct manager and the focus on personal development.

More information Dana Ciuca HR Director ISS Romania Email: [email protected]

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Country ISS Czech Republic & Slovak Republic

Approach ISS Czech Republic & ISS Slovak Republic have embedded the Leadership Principles in the appraisal interviews for blue collars. Specifically it assesses the behaviour of the employee according to each Leadership Principle.

The main principle is that the appraisal interview is kept as simple as possible and focused on the customer and their satisfaction. The appraisal is an assessment of the attitude and behaviour of the employee, not only competencies.

Example: In ISS we put the customer first The interview evaluates the proactive attitude of the employee, efficient problem

solving, ability to apply new solutions, etc.

Example: In ISS we encourage innovation The interview evaluates if the employee brings new improvement proposals on

the customer site and which impact the improvement had (financial or customer satisfaction) etc.

Each area is evaluated in 4 stages: 1. excellent, 2. good, 3. below average / need improvement, 4. not sufficient at all.

The benefit of the appraisal is that the employee evaluation is directly linked to the fulfilment of the Leadership Principles, and that the evaluation is done consistently across the organisation. Furthermore the systemic evaluation helps to identify High-Potential employees among the blue collar employees.

More information Ingrid Sivakova HR Director Czech & Slovak Republic ISS Czech Republic, ISS Slovakia Email: [email protected]

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Country ISS UK

Approach ISS UK’s online Management Appraisal system is fully structured around the Leadership Principles. Each principle is defined through 4 levels of competencies which each manager is then appraised against.

Example of one principle: In ISS we put the customer first. Behavioural Competencies

Level 1• Actively encourages a customer based focus within the team• Familiar with service specification and delivers quality by following

procedures• Builds relationships in a professional manner• Courteous and polite when dealing with customers• Meets agreed deadlines and quality specifications and provides timely

feedback to customers Level 2

• Interprets accurately contractual requirements• Manages customer expectations• Takes responsibility for developing solutions to customer challenges• Identifies areas for improvement and acts upon them

Level 3• Recognises constraints on customers and provides solutions• Anticipates internal and external issues that may impact the customer• Uses a variety of techniques to encourage the customer to make

challenging decisions • Highlights the corporate quality agenda and promotes a culture of

continuous improvement Level 4

• Identifies how customer’s strategic issues may impact on the business• Considers the impact of ISS global strategy whilst responding to local

customer needs

This appraisal system ensures a robust assessment of performance against the Leadership Principles while also obliges each manager to discuss Leadership Principles with their line mangers.


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The ISS Leadership Principles not only benefit the company internally. What they say about ISS to our customers is that we are a company that puts the value of effective leadership on a par with financial success and, that through these principles we can guarantee a consistently high standard across our global business. The fact that we are a global organisation with well over 500,000 employees makes that guarantee hugely powerful; so why not use that message to promote ISS to your potential customers! Including the ISS Leadership Principle material in the tender/bid process together with examples, will illustrate how the Principles improve the quality of leadership within ISS the positive impact on our service delivery and the quality results for the customer.

Sell them

Country ISS A/S (Corporate Head Quarters)

Approach ISS Corporate has developed a global advertising guideline, which focuses on the concept: The Power of the Human Touch.

The inspiration comes from all of ISS employees having a sense of purpose that manifests itself through the Leadership Principles and an individual’s care and attention. The target audience for this programme are B2B decision makers, existing ISS employees, existing customers and future employees.

The approach is simply to utilize what ISS already has; many examples of empathetic, empowered people, bringing added value to our customer’s businesses everyday around the world.

The advertising guideline consists of:

• A quote-like headline bringing out the value, a human touch can add to the client’s business. It is personal, intriguing and offer a twist using humour

• The line underneath the headline presents a real ISS Employee identified with name, role, customer organisation and where in the world he/she works. Thereby it presents real, authentic stories from ISS employees that show ‘The Power of the Human Touch’ in action

• Images that display the positive human emotions that comes from applying the human touch to their job

The benefits of this approach are that it shows those external to ISS how our leaders use the Leadership Principles and employ their Human Touch while adding value for all our customers.

More information Peter Ankerstjerne Group Marketing Director ISS HQ Email: [email protected]

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Country ISS Voldavia

Approach ISS Voldovia understands the value of the Leadership Principles being embedded throughout the bid/sales process.

Initially Leadership Principles and our core values are featured as part of ISS Voldovia’s corporate presentation at the first meeting with their potential client. Here the Principles are outlined and it is made clear how they form the basis for its leaders to demonstrate the ISS values and our way of working.

The next presentation in the bid process is more detailed and includes a section featuring the transition and mobilisation process. Again it is outlined how important the Leadership Principles are to these processes and in particular:

• How the customer is put first during the process• How quality is ensured• How the recruitment process is run including a description of the required

skills of the employees• How ISS supports a team work atmosphere among the ISS team and how

this involves the client

The benefits of this approach are clear in that the Leadership Principles help to define how ISS Voldovia operates, both internally and towards its customers. Together with ISS corporate values, the Leadership Principles are illustrated as the set of underlying characteristic of ISS Voldovia, its processes, leaders and its employees.

More information The above is meant as a helpful example of an effective approach. Should you have a real-life example in your country; we encourage you to share it among your region and the ISS World via your Country HR Director in the first instance.

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4.Regularly

assess

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At the very least, all ISS countries review assess and report on their financial performance on a monthly basis. We know that the successful implementation and embedding of the ISS Leadership Principles are key to our ability to sustain and improve not only our financial performance but also our strategic growth; so why don’t we review, assess and report on our leadership performance with the same frequency? Challenge your senior leaders to measure and report against the application of the Leadership Principles on a regular basis and if necessary set improvement targets, as you would if they were not meeting their financial targets.

At a corporate level

Country ISS Norway

Approach ISS Norway decided to employ the use of a radar chart to assess their team’s capabilities and progress against each of the 9 Leadership Principles. The creation of their ‘Leadership Star’ is required by each management team on an annual basis. This is developed following group discussions and the undertaking of a self-assessment of their performance against each principle. The Leadership Star is then used to identify the areas of weakness and informs a clear improvement plan to addressing those weaknesses.

Each team is required to report back to the Top Management Board and HR on the key results and progress.

This process is also used within the ISS Norway Regional Leadership Development Programme.

More information Erik Simensen HR Director ISS Norway Email: [email protected]

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Our development as leaders is evolutionary rather than revolutionary and it’s not until you physically make time to consider your past performance that you identify those little decisions or actions that contributed to your success or failure. Over time and following regular assessment, you can learn to identify your true strengths and weaknesses and help make leadership failures a thing of the past!

At a personal level

Country ISS Netherlands

Approach Within ISS Netherlands the responsibilities for each position are identified in the individual job descriptions. This has been used as the main vehicle to assess leaders against their responsibilities and fulfilment of the Leadership Principles.

ISS Netherlands developed a competency guide in which specific competences

are described on 4 distinct leadership levels: senior management, middle management, lower management and supervisory positions. The connection between the Leaderships Principles and the job descriptions are translated into defined behaviours that are assessed on a regular basis.

By translating the Leaderships Principles into defined behaviours and by assessing them regularly ISS Netherlands are able to align the Leadership Principles closer to its leaders everyday activities, embed them into their recruitment process, and use them for their formal leadership appraisal process.

More information Norma van den Berg Director HR & Legal ISS Netherlands Email: [email protected]

Carolien Zijp HR Manager ISS Netherlands Email: [email protected]

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5.Celebratesuccess

The importance of appropriate recognition and the impact this can have on culture and encouraging positive behaviours is widely accepted. The ISS Leadership Principles are no different, and celebrating individual and team successes will not only help you to acknowledge the achievement of your most successful leaders but will also provide others with an incentive to replicate those behaviours and to achieve even better outcomes. Furthermore, it’s a great way to share positive examples of successful achievement and to get people talking about the Leadership Principles and their benefits.

Positive acknowledgement

Country ISS India

Approach ISS India decided the best way to positively acknowledge the embedding and successful delivery of the Leadership Principles was to make them the gateway to promotion.

ISS India has for some time struggled with an expectation amongst employees that promotions occur as a result of time in post rather than being based on performance. It was agreed to help change this mind-set that a greater link be made between eligibility for promotion, performance and of course the Leadership Principles as the key measure.

This approach has been coupled with the assessment against the competency framework that ISS India has developed and involves an assessment against each principle. A level three (out of a maximum of five) has been identified as the minimum requirement to achieve eligibility for promotion.

While only a new approach has already proved to be a positive change and a tangible and valuable way of recognising those leaders that truly live the Leadership Principles in their daily undertakings.


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Approach ISS Australia has developed the H.E.R.O. employee recognition program to raise the profile and awareness of the company values: Honesty, Entrepreneurship, Responsibility and (Our) Quality through a holistic approach to recognition at all levels of the business.

Using the LP’s as a starting point the H.E.R.O program is a “multi-dimensional, one ISS” approach to recognition forms the basis of how we demonstrate that we have a passion for performance.

The H.E.R.O program has four key focus areas:

1. On The Spot Awards (local instant recognition) • H.E.R.O. Grams • H.E.R.O. Thank You Cards • H.E.R.O. Trophies

2. Leadership Café (communication)

3. H.E.R.O News (communication and recognition) • H.E.R.O Walls

4. National Awards - Super Hero (national recognition)

Not only does the scheme link strongly to LP2 it also embodies ISS’s respect for staff at all levels and specifically rewards those individuals who actively demonstrate ‘respect’ as a key value.

More information Darryl Prince HR Director ISS Australia Email: [email protected]

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ISS World Services A/S Bredgade 30DK-1260 København KTel.: +45 38 17 00 00Fax: +45 33 91 71 20

www.issworld.com

March 2012

1 In ISS we put the customer first

2 In ISS we have a passion for performance

3 In ISS we encourage innovation

4 In ISS we treat people with respect

5 In ISS we lead by example

6 In ISS we lead by empowerment

7 In ISS, we develop ourselves and others

8 In ISS teamwork is at the heart of our performance

9 In ISS we are one company with shared values, one brand and one strategy

ISS Leadership Principles

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