18:33 - ISS

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In 2006, new services were developed or acquired to support the transformation of country organisations into IFS providers and several countries focused specifically on customer retention. However, some ISS countries are advancing towards IFS and already have a range of IFS-clients. Other ISS countries have a longer way to go to establish the necessary service offering and management capabilities for IFS-solutions. Thus, the development of local IFS providers throughout the ISS Group will inevitably vary in pace and timing. 44 · ANNUAL REPORT 2006 | STAKEHOLDER REVIEW 15:37 SINGAPORE, PROPERTY SERVICES PERFORMING A CHECK UP ON THE SECURITY RAILING ON TOP OF A SKYSCRAPER [GMT 07:37] The customer interface in Facility Services
International contract with Akzo Nobel In May 2006, ISS won an international contract with Akzo Nobel across four countries – the Netherlands, Belgium, France and Germany. The service scope, which will ultimately be provided to all sites in these four countries, includes office cleaning, window cleaning, clean room services and washroom services. In total, ISS will manage the cleaning services of some 160 Akzo Nobel sites. Cleaning services is one category of a non-product related (NPR) goods and services purchasing programme under which Akzo Nobel has decided to Contracts ISS’s customer portfolio is spread across industries and includes a mix of business-to-business and public sector customers. ISS holds a leading position in most markets servicing a number of the largest national and international organisations. Annualised revenue derived from the ten largest contracts in 2006 amounted to less than 5% of Group revenue. Quality Customer relations rely on ISS’s ability to deliver the quality agreed upon. For larger contracts, the quality of the service delivery is often measured against defined quality benchmarks stipulated in Service Levels Agreements (SLA). Most ISS operations have adopted a formalised quality approach. Generally, ISS uses ISO certified quality management systems, and a number of countries have implemented total quality and Business Excellence models. Based on a range of standard service levels the service offering is tailored to the customer’s requirements. For example, clean room services can be offered to the pharmaceutical industry or similar specialised cleaning services to the food industry. Initially a relationship is often based on one or a few services. Subsequently, a number of Integrated Facility Services solutions may be developed in which ISS can provide a complete service package ranging from cleaning to property services. bundle the purchasing power that is currently spread over its individual businesses and sites. “A key element of our NPR contracts is that they clearly state what we can expect of the supplier, in this case, for example, defined quality standards. Based on predetermined supply contract standards, we selected the best supplier for cleaning services,” says Nelleke ten Have, Category Manager at Akzo Nobel. IFS implementation The Group sales and development function, “IFS Implementation & Corporate Clients”, established in 2005, was reinforced and refined in 2006 to establish clearer objectives and improve transparency. The organisation developed structured support for selected countries in developing target IFS customers and local competencies within sales, calculation, transition and operation of IFS contracts. In addition to the country by country approach, IFS Implementation supports regional/pan-country proposals. Having undertaken the first phase of implementation, several countries now have an IFS pipeline, produce local IFS proposals and have a local dedicated management focus. International sales The Corporate Clients organisation continued in 2006 to manage and develop existing corporate cross-border clients, such as Nordea, CSC and Akzo Nobel. The demand for support from the Competence Centres was such that a decision was made to strengthen the Cleaning Competence Centre by establishing a number of regional Cleaning Excellence expert teams. STAKEHOLDER REVIEW | ANNUAL REPORT 2006 · 45
Page 1 and 2: Annual Report 2006
Page 3 and 4: ISS at a Glance With more than 100,
Page 5 and 6: Annual Report 2006 ISS A/S
Page 7 and 8: Contents Key Figures Cover ISS at a
Page 9 and 10: Letter to Our Stakeholders In 2006,
Page 11 and 12: Company Report Business highlights
Page 13 and 14: Cash flow statement The cash flow f
Page 15 and 16: Cleaning Cleaning accounted for 57%
Page 17 and 18: Acquisitions in 2006 Company Countr
Page 19 and 20: 09:47 DENMARK, OFFICE SUPPORT IS CL
Page 21 and 22: Revenue 2006 Continental Europe FRA
Page 23 and 24: Revenue 2006 Overseas AUSTRALIA ASI
Page 25 and 26: of interest expenses and amendments
Page 27 and 28: Segmental Summary Country External
Page 29 and 30: Strategy In 2005, ISS announced the
Page 31 and 32: strategy, ISS expects to incur addi
Page 33 and 34: 11:54 DENMARK, CLEANING AT THE ROYA
Page 35 and 36: 12:38 ADDING THE FINAL TOUCH TO THE
Page 37 and 38: The tasks of the Board The Board fu
Page 39 and 40: ment terms as a result of the trans
Page 41 and 42: 14:03 THE NETHERLANDS, PROPERTY CLE
Page 43 and 44: Group Structure Board of Directors
Page 45 and 46: Operational Management Board of Dir
Page 47: INVESTORS Stakeholder Review As a g
Page 51 and 52: Employee indicators 2006 2005 2004
Page 53 and 54: 16:04 MEXICO, CLEANING THE WINDOWS
Page 55 and 56: 16:39 SWITZERLAND, PROPERTY SERVICE
Page 57 and 58: ISS Code of Conduct The ISS Code of
Page 59 and 60: 17:11 SPAIN, PROPERTY SERVICES SPRA
Page 61 and 62: Demand for ISS’s services is subj
Page 63 and 64: ISS’s public sector contracts may
Page 65 and 66: 18:02 AUSTRALIA, SECURITY MAKING SU
Page 67 and 68: financial condition, and results of
Page 69 and 70: assets, to the extent permitted und
Page 71 and 72: facilities in Denmark and Norway an
Page 73 and 74: 18:54 FRANCE, MONITORING THE AREA A
Page 75 and 76: 19:10 AUSTRALIA, CLEANING UP THE ST
Page 77 and 78: incur additional debt; > pay divide
Page 79 and 80: Management Statement Copenhagen, 10
Page 81 and 82: Independent Auditor’s Report To t
Page 83 and 84: Financial Review The consolidated f
Page 85 and 86: assets other than goodwill, custome
Page 87 and 88: Net finance costs included non-cash
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Page 91 and 92: Cash flow from investing activities
Page 93 and 94: y dividing organic growth calculate
Page 95 and 96: Consolidated Financial Statements C
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Consolidated statement of total rec
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Parent Company Financial Statements
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02:49 SPAIN, PREPARING THE OPERATIN
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Israel ISS-Ashmoret Ltd. 26 Hamasge
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Definitions Adjusted EBITDA = Opera
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ISS operates in 49 countries in Eur
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Financial Review 1997-2006 Amounts
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18:33 - ISS

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