ISS Belgium & Luxembourg2016, December

Ambassador Meeting

Our Vision

”We are going to be the world’s greatest service organisation”

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Employer Branding & targeted recruiting

Development & talent management

Organisation Capability - Succession & Bench planning

Employability will become enjoyability

Adapt our skills to changed (market) needs

Dashboard

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Financial Objectives

Organic growth

Net Profit in €

CBIII in %

Cash Conversion

DSO

Retention / New wins

People Objectives

Employee-NPS

Customer-NPS

LTIF Accident Rate

Sickness Rate

Employee turnover

Values & Behaviours

The basic of the basics: Code of Conduct

ISS Values

ISS Leadership Principles

The Power of the Human Touch

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Honesty (we respect)

Responsability (we care)

Quality (we deliver)

Entrepreneurship (we act)

1. We put the customer first2. We have passion about performance 3. We encourage innovation 4. We treat people with respect 5. We lead by example 6. We lead by empowerment 7. We develop ourselves and others 8. Teamwork is at the heart of our performance 9. We are one company, one brand, one culture

Yearly Employee Engagement Survey

A WORLD OF SERVICE

The purpose of asking our employees

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EES results

Respons rate: 68,8%

eNPS: 53

Engagement score: 4,7

What we know

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Manager Names Base Size Complete Response rate% # days absence % from total rateCHLAGOU AMEL 68 55 81 20 1,17%DAEL DIRK 8 8 100 15 0,14%DUMONCEAU DIDIER 6 5 83 15 0,10%LABATE NATALE 15 6 40 13 0,26%CIFTCI HATICE 56 45 80 12 0,96%GULICKX HANS 11 8 73 12 0,19%VAN HAM KARINA 84 54 64 12 1,44%CAGDAS UMMAHAN 86 69 80 10 1,47%DERAEDT CHRISTIANE 26 10 38 10 0,45%KANDEMIR SENEM 69 26 38 10 1,18%MAES ERWIN 58 20 34 10 0,99%SCHOTTE DANIELE 19 17 89 10 0,33%KALLAERTS RITA 21 16 76 9 0,36%AGHZINNAY MUSTAPHA 16 15 94 8 0,27%CLAES CARLA 79 27 34 8 1,35%HUYS NADIA 59 52 88 8 1,01%MARCHAND LUDWIG 39 1 3 8 0,67%EL MAKAMI ABDELHAKIM 244 13 5 7 4,18%BASTIAENSSEN LUC 54 15 28 6 0,93%BONTINCK Ann 174 94 54 5 2,98%Branze Patrick 56 20 36 5 0,96%

Q5 How likely is it that you would recommend ISS to others as a good place to work?

Total Hierarchy Selection

Head Office (WEBELA000000000)

White collar

12%

28%

21%

28%

39%

34%

60%

33%

46%

Belgium & Luxembourg10

Becoming the greatest service organisation …

The power of the Human Touch

A WORLD OF SERVICE

Implementing the Value Proposition

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Operationalized in Leading Service with a Human Touch

High level Value Proposition

Translated into concrete Service Expectations

Communicated in Service with a Human Touch

Value Proposition

We will differentiate our service to the different user groups at BANK to make sure that they get a personalised service experience at all our touch points. We will support BANK’s vision of creating an inviting and informal customer experience at their service desks.

Service Expectations Familiarize yourself with the different user

groups at BANK You are allowed to prioritize your time to fit

different user needs Greet all BANK’s customers when and offer

your assistance if appropriate All Security staff must spend time greeting

customers when they are at the entrance Always wear name tag.

Sustaining Service with a Human TouchLiving, leading and sustaining a great service culture

“Train people well enough so they can leave, treat them well enough so they don't want to. If you look after your staff, they'll look after your customers. It's that simple.”

- Sir Richard Branson

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Customer involvement

Customer pamphlet: you can also nominate an employee of ISS who made the difference to you

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Winning the heart and minds of our people

Company Day 2015

A WORLD OF SERVICE

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A few of the many Achievements of 2016

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With retention close to 95%

Wellbeing program with

Prof. Elke Van Hoof

We continue to sharpen our focus...

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Overview of our strategic initiatives and implementation status

GREAT strategic priorities Strategic initiative Owner Status

Have the right people in the right positions with the right mind-set

Operational Management Development – Develop the commercial capabilities of our operational management through KAMC and AMP KdH

Talent Development – Build talent pool through Management Trainee program and further talent development of Team-leaders. Use job-rotation as a key driver. KdH

Succession planning – Drive succession planning on CMT level and ensure strong pipeline in all areas of the business KdH

Employee engagement –Drive the eNPS score on all levels through Ambassador m., Apple P., SWAHT with link to ADP KdH

Have a fit for purpose organisation

Customer segmentation – Build customer focus organisation with strong segment focus KC

Transparency – Have clear customer by customer profitability in KA and Specialised Services FG

Service Excellence – Ensure knowledge and best practice sharing across KA divisions and Specialised services through a centralised Service Excellence centre OF

Be IFS ready

Service Reviews – Drive single service and IFS excellence and best practice sharing through service reviews on KA OF

FMS@ISS – Develop internal team to be able to utilize the FMS@ISS as a key differentiator and as a push for selling IFS solutions OF

New ISS Head-office – Setup the new ISS Head Office in Belgium as a show-case for our solutions and as employee branding KC

Ensure that excellence is prioritised in accordance with identified needs

Procurement – Implement excellence in supply chain (and procurement) to realize cost savings, spend visibility and compliance FG

Commercial Excellence – Develop market leading commercial excellence through capability uplift and focus on Sales Machine process BM

Cost Leadership in support functions – Drive for cost leadership in support functions via first standardisation then BPO FG/KdH

Commit resources to platform areas

Technical Services capability development – Build internal technical services capabilities to support and build our IFS self-delivery. OF

Minor deviation from planMajor deviation from plan

Action on track

Scheduled to start laterAction completed

What’s next ?

Scorecards Workshops Actieplannen

Update ADP of CPP

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Follow-up via Talentbox

THANK YOU

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Every morning in Africa, a gazelle wakes up.It knows it must run faster than the fastest lion or it will be killed.

Every morning a lion wakes up.It knows it must outrun the slowest gazelle or it will starve to death.

It doesn’t matter whether you are a lion or a gazelle.When the sun comes up, you better start running….

African Proverb