A WORLD OF SERVICE
The ISS Group was founded in Copenhagen in 1901 and
has since grown to become the world’s leading Facility
Services company. More than a century in the service
industry has taught us that long-term business success
is closely linked to the concept of sustainable
developement. By setting industry leading social,
environmental and ethical standards we show that our
customers and employees can depend on us.
Issue 14
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The Quarterly Magazine
from ISS India
ISS is currently present in more than 53 countries and
our more than 5,00,000 employees serve over 2,00,000
customers every day.
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the
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CONTACT DETAILS
Corporate and Registered Office:-
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Editor : Ashutosh Labroo
For Private Circulation Only
ISS Integrated Facility Services Pvt. Ltd.
Godrej Industries Complex, Pirojshanagar, Gate No. 4
Eastern Express Highway, Vikhroli (E),Mumbai - 400079
Tel: +91 22 25197866. Fax: +91 22 25197065
42cm X 29.5cm (open)
ISS India
hosts the Corporate
Board Meeting
From the Country Manager’s Desk
Greetings to all of you and wish you all a great New
Year 2011
Commercial
cleaning
Temporary staff
Building
maintenance
Institutional
catering
Landscaping
Industrial
catering
Payroll
Specialised
cleaning
Records
management
Pest management
services
Beverage
vending solutions
Guarding services
Electronic
security services
Cash & valuable
transportation
Engineering
& Operations
solutions
our values
Honesty - we respect
Responsibility - we care
our mission
our vision
Entrepreneurship - we act
Quality - we deliver
is to make a valuable difference to our customers, through The ISS way of
managing our people and delivering our service solutions.
is to Lead Facility Services Globally…by leading Facility Services Locally
in this issue
From the Country Manager's Desk
3
Around the world..ISS Singapore
4
In Conversation with… Vedant Patel
5
ISS World News
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ISS India News
Client Appreciation
Events
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Penning this note brings in a lot of memories of the year
2010. The year was a year of consolidation for ISS India and
we also completed building our full house. We started on a
positive note and missed our way. The positive part of this
journey was- we were able to deep dive into the vertical
which were of concerns to us and fix the problems. This
ability to learn from our mistake and correct our course
mid way gives us immense strength and understanding of
the business, which will be very useful for our top
management team to handle business going forward.
However, certain external factors are putting so much
extra pressure on our catering operations. I am sure our
talented management team will come with some brilliant
idea (think out of the box) to make this vertical margin
support for ISS India.
We completed building our full house and today we feel
proud and happy to lead an organization of 47000 +
employees. The second largest, within the group and
aiming to be the No. 1. Now this gives us the platform to go
forth in the New Year 2011 with full focus on our budget
and keep up the promise. Building our full bouquet of
services enabled us to build our sales organization to sell
these services to our existing clients and grow our business
both lateral and new geographical area. We also have
build our capabilities in Healthcare and Technical services
and the year 2011 we should make this services
contributing to our top line and margin.
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Our growth story was very attractive and “The Global
Board” decided to hold first Board meeting in Asia in India.
Our team work enabled us to make this a memorable one
for all the participants and we have their support and
attention to make ISS, India one of the growth drivers for
ISS.
We also had our failure during the year 2010 in meeting
the budget numbers. We need to break this shackle and I
urge all our employees to make our promise of year 2011
come true. This promise can be achieved if we are on target
from January 2011 and every one take ownership of their
business. We have the support from Corporate Client and
contracts coming into India will enable us to outperforms
our agreed numbers and also learn new way of delivering
services.
I take this opportunity to wish each one of you a very happy
and prosperous New Year and convey my wishes to your
family members. Let us make year 2011 as ISS India year
and be proud to be part of this great
organization.
Thanking you,
Jolly Kochery
Being in the service industry, we are in people's business.
We had to nurture and grow this asset so that we can
create a great company. We launched RARE and ISS Mitra
to make the difference and I am sure we will see the result
in this year. We also restructured our HR department and
now we have a specialist to lead recruitment at all levels.
When we launched these
schemes, we did state that
this is not an HR initiative
rather it is one program
belonging to all of us.
We are the owners and
we need to make this a
big success. This
scheme will turn the
way we manage our
business and set us
apart from all our
other competitors. I
must say that this
scheme has attracted our
Global HR attention and we will
be helping other countries to
understand it and implement it.
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Around the World… ISS Singapore
W
e introduced Australia to you a few
editions back and this time around,
we take you to the Singapore
Island. ISS entered Singapore in 1995 and
today we employ in excess of 6,500 people of
whom maximum are engaged in the frontline delivery of facility support services.
Singapore has a highly developed state
capitalist mixed economy; the state controls
and owns firms that comprise at least 60% of
the GDP. It has an open business environment,
relatively corruption-free and transparent,
stable prices, and one of the highest per
capita GDP in the world. Exports, particularly
in electronics and chemicals, and services
provide the main source of revenue for the
economy, which allows it to purchase natural
resources and raw goods which it does not
have. Central Provident fund is to the tune of
15.5% (Sounds like a good employment
option)
ISS Singapore is a wholly owned subsidiary of ISS Global A/S and
is registered with Building & Construction Authority (BCA). It is
also a member of IFMA (International Facility Management
Association) and EMAS
ISS entered Singapore through acquisition of ESGO in 1995 and
acquired Reliance Environmental Services Pte Ltd and changed
In Candid Conversation with Vedant
Central kitchen
its name to ISS Servisystem Pte Ltd in 1998. In 2004, it changed
its name to ISS Facility Services Private Limited.
the moment you get up to bedtime?
A typical day starts with a steaming cup of coffee and going
through the newspaper, followed by a half hour walk.
Cuddling up with my daughter & waking her up in the
mornings for school forms a very interesting daily routine
followed with breakfast with the family. A quick glance of the
day's calendar has been a routine for a good number of years
and which helps me plan my day. Finally I drop my daughter to
school on the way to the office.
ISS Singapore's success in the Health Care segment
In Singapore, ISS has contracts with 17 of the 21 public
hospitals. This means that ISS is present at 11,500 (out of a total
of 12,400) hospital beds in Singapore
In other words, the doctors and nurses receive their pay checks
from the government, but all other staff including
receptionists, security, cleaning and
catering personnel work for private
service companies, and many of them are
working for ISS.
A good example is that all medical records
including even the beds have been
digitized and are accessed from laptops.
When a patient is discharged, a message is
sent to the ISS staff's handheld PDAs and it
takes 23 minutes to get the bed ready to
receive the next patient whereas it took
78 minutes to do the same before ISS took
over this function.The use of PDA has led
to a 58% increase in efficiency.
In 2000, ISS in Singapore had revenue of DKK 300 million, but in
2009 the revenue had exploded to almost DKK 1 billion, largely
due to the success in the Health Care segment.
Funny facts
about life in Singapore Island
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More Singaporeans are born in the month of October than
any other month of the year.
Ÿ
Chewing Gum - Can Buy, Cannot possess or Chew in public
places ?? (Restricted to buying)
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Cigarettes - Convenient to buy; not convenient to smoke
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Night - Sleep with air-con; Day - Bathe with heater on
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W
And you better be careful in this notoriously over – regulated
state. Dropping litter, leaving still water lying around in your
house or workplace, and even failing to lock your bicycle when
not in use can get you into trouble. It's nicknamed as the “fine
city”- smoking in public place, jaywalking, not flushing public
toilet, eating on public transport can call for a fine. It truly is a
FINE city
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At work I start with preparing for meeting scheduled for the
day. Apart from the scheduled meeting & con calls, follow up
calls with the team & client on tasks on the hand and issue
resolution if any form a daily routine
A
Patel
Q.What have been the achievements of ISS India this year
according to you?
Acquisition of SDB is one more feather in our cap. I am sure we
can now leverage far better at the market place and gain
market share in IFM. To have a workforce of 47,000 employees
within India is a commendable achievement, considering the
fact that not many of the fortune 500 companies too have this
kind of headcount.
Q.If you could, what is that one thing which you would like to
change about yourself?
I would like to start doing some exercises apart from the walks I
take in the mornings and try not to work on weekends.
Q.How would you describe the best / memorable day of your
On reaching home early in the evening, I get a download from
my daughter on the happenings at school and help her with
her homework. A short time watching the television and
followed by dinner ends the family routine.Once my daughter
is in bed asleep, I then take on to check and work on emails
which I would have not been to during the day. That ends my
day.
On the personal front, the day I was married and the day my
daughter was born is the most memorable day of my life and
on work front looking at the relived faces of the management
team of GE when I completed the set up of their plant and was
lauded for my efforts which I shared with my team and service
partners.
Q.What is it that you have you been longing to pursue for a
Q.If you had to identify one thing that you think is critical to
long time and haven't been able to?
A course on international business from a university abroad.
Q.If you were not in the profession you are in, what would
have been your preference?
I would have continued being in people's business. Core
infrastructure would have been my preference.
Q.How do you cope up with stress?
My stress buster is the time I spend with my family.
life?
ISS India, what would that be?
To sustain and grow our existing relationship with our clients
and build more relationships. Also critical is to ensure we take
care of the strong 47,000 work force which is only going to
grow further.
Q.What is a noticeable change that a person would notice
between “Mr. Vedant at work” and “Mr.Vedant at home”?
I can immediately switch to WORK mode when at home but not
vice versa.
Q.How do you balance your family and work life?
Q.How do you spend your weekends?
By spending quality time with my family during the weekends
is how I try to do so.
I let my family decide that …I just follow through and enjoy
Q.What
I
e are in conversation with Mr. Vedant Patel. He has a lovely partner in
Albina and a 6 year old daughter named Tia. Vedant loves to travel to
new destinations & listen to music, go on drives etc.
Q. How does a typical day in your life look like starting from
Outsourcing the hospitals' non-core
activities to private companies has
improved efficiency and service level for
the patients.
Headquarter
the
Candid Conversation
has been the most fulfilling assignment of your
career?
Coming from an arena of Real Estate, FM, Strategy and
Projects, every assignment completed on time and as per
expectation was always fulfilling and enriching be it at 247, GE
or Siemens. The set up of a factory for GE within the specified
time and cost was the most enriching as the factory was to be
relocated from Pune with zero downtime in production to
Bangalore. Another one was an award from Jeff Immelt for
contribution on the Global Star Audit was another enriching &
memorable achievement.
Your favorite : Food- Indian Vegetarian
Sport : Squash
Movie : English / Hindi comedies
TV channel : Nothing specific
Holiday destination : Hill stations
Off-Duty Activity : Home related activities, play time with my
baby
What excites you the most : Work, I don't like to remain idle
even when sick.
Q.What
in your opinion are the people related challenges
facing ISS India now?
The most admirable quality that you like in a person : Those
who take ownership and drive towards the goal and achieve it.
The challenge we face is the engagement of our staff, now that
we have RARE, it is a fantastic step up towards engagement,
retention and recognition. Our people are our strength and
they need to be nurtured and grown.
Your mantra for happiness in life : Enjoy work and have
balanced approach and with no bias.
You are most passionate about : Travelling long distance with
family on a holiday-Road trip
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ISS India News
ISS World News
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Minimum wages
of cleaners & maintenance
personnel to increase by over
20% in Finland
Facility management at its bestForsmark Nuclear Power, Sweden
A major facility management contract and the most comprehensive in terms
of all the different services that ISS offers.
Forsmark nuclear power plant, 140 km north of Stockholm chose ISS due to
ISS's experience and competence, along with the ability to rationalize and
develop the services.
The employers' and trade association and the
Service Union United have agreed on a
significant increase of minimum wages in
Finland. As a result of a new salary system to be
introduced at the beginning of 2011, the salary
expenses of the entire real estate service sector
will increase. Over the next five years, the
minimum wages will increase by over 20% in
Finland.
The goal of the upgrade is to improve the
sector's competitiveness in the labour market,
and enhance the service quality for customers.
According to Kari Virta, Country Manager of ISS
Finland, the purpose of the extensive increase
in minimum wages was to find a long-term
solution for the sector's development.
ISS's mission at the Forsmark power plant is extensive and covers virtually
everything that has to do with the daily operations.
ISS manages a restaurant, hotel accommodation and shops in the area,
internal and external goods and passenger transports and the cleaning of
office space. Comprehensive storage management for everything from
coffee cups to spare parts for the reactors is also included, as well as land care
– including forestry. ISS is also responsible for the management of all nonradioactive waste and also for industrial cleaning and decontamination of
the details to be repaired or scrapped. The list is long…
To give an idea of the size of the mission: The restaurant serves 1,500 lunches
a day, the hotel complex is northern Europe's largest and cleaning includes
about 80,000 square meters.
Project Wajong, ISS Netherlands
'ROC Amsterdam' is a large occupational training institution within the
facility services area, while 'De Werkmeester' is a job coaching
organisation for underprivileged, handicapped young people. In
partnership with these two and the 'Ronald McDonald Centre' ISS
Netherland has launched a project called Wajong that offers work
training, which helps stimulate the entrance of young people
with disabilities to the labour market.
At ISS, corporate responsibility is of paramount importance
and with this unique agreement ,we are delighted to be able
to participate in this wonderful project.
Participants undergo training and personal coaching at the
centre and on completion of their training, ISS Netherland
tries to motivate its customers to allow ISS to employ these
young people from the Wajong-project at their premises.
ISS to serve UK FCO
ISS has been awarded a seven year contract by the United Kingdom Foreign
and Commonwealth Office (FCO) for the provision of facility services for 28
diplomatic posts and nearly 700 associated residential properties, including
Ambassadors' and High Commissioners' Official Residences throughout Asia
Pacific and India.
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The Magical Taxi Tour,
ISS London
One of London's most unique charity events
takes place each year when a convoy of licensed
London taxis take over 200 children, suffering
from a range of chronic debilitating illnesses
and life limiting conditions, on a three-day trip
of a lifetime to Disneyland Resort Paris. This
'Magical Taxi Tour' has brought moments of
great joy and happiness to sick children.
This amazing convoy is over 3 miles long and
consists of 90 plus taxis. Organised annually, by
the 'Worshipful Company of Hackney Carriage
Drivers', this event is only possible with the help
of their sponsors who generously give toward
the £1,250 per taxi necessary to meet the
expenses of hotel, fuel, food, admission
charges etc. ISS Facility Services, London has
been proud to sponsor the first and last taxi in
this incredible convoy over many years
ISS Board Meeting – India 2010
The ISS Global Board meeting was held in India this year and for the first time it was held outside of Copenhagen. India
is being looked at as a country with high growth potential in the Asia Pacific region.
Jeff Gravenhorst, CEO, ISS A/S led the workshop on ISS Value Chain and ISS Way for ISS India senior management team.
As a part of their visit, the ISS Board Members also interacted with the key clients of ISS India, followed by a dinner with
some of them. The said function was graced by eminent & renowned business personalities like Mr. Adi Godrej and
Mr. A. Mahendran.
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ISS India News
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Client Appreciation
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T
he Commonwealth Games is an international, multi-sport
event involving athletes from the Commonwealth
Nations. Commonwealth Games Federation (CGF) oversees the
event, controls the sporting programme and select the host
country and city. Till date 18 cities in 7 countries have hosted it.
The 2010 Commonwealth Games, officially known as the XIX
Commonwealth Games, were held in Delhi for the first time
from 3rd to 14th October 2010. A total of 6,081 athletes from 71
nations and dependencies competed in 21 sports and 272
events. It was the largest international multi-sport event to be
staged in Delhi and India, eclipsing the Asian Games in 1951
and 1982. The only other asian country to have hosted it was
Malaysia.
The opening and closing ceremonies were held at the
Jawaharlal Nehru Stadium, the main stadium of the event. The
official mascot of the Games was Shera and the official song of
the Games,”Jiyo Utho Bado Jeeto", was composed by
celebrated Indian musician A.R. Rahman.
ISS was involved in this prestigious event by bagging the
contract to maintain two of the facilities. PACKAGE 10 – An
international media broadcasting center and the GAMES
VILLAGE – the official residential facility for all the athletes and
games officials.
three periods- Pre Occupancy cleaning, Games Period & Post
occupancy cleaning.
Maintenance included cleaning of residential towers,
guestrooms, common areas; linen change; supply and
replacement of guest amenities etc.
The Project was under the able leadership and guidance of Mr.
Jerold Singh - Project Manager, supported by his efficient and
vibrant team:
Ÿ
Mr. Duke Victor, Mr.Vaidyanathan and Ms.Sangeetha
Saxena - Zone Managers
Ÿ
Supervisors & Housekeeping personnel
The common wealth games village is a beautiful residential
complex located on the border of Delhi and Noida. It has a
panoramic view of the AKSHARDAM TEMPLE.
Proper planning, strategy & execution supported with the
enthusiastic & passionate team members made this daunting
task possible. The team was thrilled to be a part of an event this
huge and happy to serve the international athletes and
officials.
The Games village accommodation area was divided into 4
zones for better management and housekeeping activities.
Each zone had approximately 9 residential towers. ISS was
responsible for Zone 1 and 2, which included 17 residential
towers.
The entire maintenance of the games village was charted into
Appreciation letter from
RBI Governor
Ÿ
Mr. Rajeev Sharma , Assistant Project Manager
Common Wealth Games Village
The Games village comprises of 34 residential towers of 7 to 9
stories. It had totally 1168 apartments. Each apartment had 2 to
5 bedrooms with two bed spaces each bedroom with a total of
4008 bedrooms and 8016 bed spaces.
Mr. Narendran, Facility Manager-HP BGE, has been awarded
Certificate Of Appreciation, for his valuable contribution and
efforts in managing and delivering the Business Continuity Plan.
He has also been awarded for his exceptionally quick response in
controlling the fire in HP WTR with minimal damage.
Dr. Abdul Kalam & Dr.
Subbarao- Governor of RBI,
visited IIT guest house at
Kharagpur and were
pleased with the services
rendered and extended
their appreciation to the
team.
The team won several accolades at all levels and stood apart for
their extraordinary delivery, best in class service and
spontaneous response.
The feedback taken from government officials, IAS officers,
hotel authorities, athletes and team officials at the tail end of
the program spelled as “EXEMPLARY, COMMITTED, VERY
COURTEOUS, VERY FRIENDLY & APPROACHABLE”
Commonwealth Games Association have personally written
their appreciation note on their letter heads to our employees.
Government officials who were tower in charges for the
residential towers 1 to 17 have personally appreciated and
expressed their association with ISS as remarkable.
The team established their true power, effort and
dedication which is the basic mantra for doing anything
I
t's heartening to see our employees living upto the ISS
values. The least that it calls for is an appreciation from our
end when even the clients have extended their admiration
for their hard work, sincerity, honesty & Punctuality.
Umesh Yadav - WNS (Pune), for returning a gold ring to the
Ÿ
security desk at WNS worth Rs. 20000/Ÿ
Amol Mankar & Team
– WNS (Nasik), for their relentless
efforts and support during the Children's Day Special
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Activity on 20 Novemeber, 2010 at Shreeniketan.
work and efficiency.
Ÿ
ISS Team at SCB Branch (Pune), for excellent arrangements
made for the Town Hall Meeting to be chaired by General
Manager- New Business at SCB
Ÿ
Sandeep Jadhav, Vijay, Anand & Raju – SCB (Pune), for
ensuring a comfortable visit for HR Head at SCB in Pune
Ÿ
ISS Team at PGS (Pune), for the efforts taken during the
annual shut down and for seamlessly and flawlessly driving
such a big activity.
Ÿ
Amit
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Badekar – Reliance ADA (Pune), for process
compliance and excellent services.
Ÿ
Sham Kelkar – Reliance ADA(Pune), recognized for his hard
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Rangoli Competition
Rangoli competition was held on 16th October on the occasion
of Ayudha Pooja where all ISS employees at HP IDP, Bangalore
participated. There was lot of enthusiasm and all present were
appreciative of the beautiful patterns that participants came
out with. There were gift prizes as well to be won.
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ISS Annual picnic was held on 18 Dec 2010
at
Bangalore
Shangrilla Resort & water park
29th November, 2010
Constant challenges, an encouraging environment,
supportive superiors, an ambience that is receptive to
innovation - these are some of the basic necessities to ensure
that employees engage in their work wholeheartedly. So, to boost the moral and create an environment of relaxation and
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rejuvenation of the employees ISS India organized Annual picnic on 18 Dec 2010 at Shangrilla Resort and water park.
It was a time of reunion and entertainment for everyone.
Hyderabad
1st Dec, 2010
Mumbai
22nd Oct, 2010
RARE Launch
RARE was launched in various cities and employees from all verticals were rewarded under different award categories. Here's a peek
into the launch:
Mumbai - 22nd Oct, 2010
Chennai - 16th Nov , 2010
Bangalore - 29thNov, 2010
Hyderabad - 1st Dec, 2010
Delhi - 7th Dec, 2010
Disclaimer: Pictures of RARE launch in a few regions couldn’t be shared here due to limited space constraints and also because the
event took place after the newsletter had gone for design and print.
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