Samenvatting

ISS has a strong need to constantly innovate and to surprise the market with innovations. ISS tries to be innovative through the tactical/strategic level (such as the 'new' Innovation & Strategic Development department). But innovation comes (still) too little from the operational work field. The reasons behind this can be different. ISS is convinced that there are enough ideas 'in the minds' of the more than 6,800 employees in the Netherlands. Ideas that are groundbreaking, incremental, smart, simple, value-adding and/or efficient.

The overarching objective of the graduation project is therefore to help ISS further on their vision to become the best service organization in the world. Indirectly, this objective is achieved by another (sub) objective: to unlock and access ideas and best practices in the operational field at ISS' customers, so that these customers can enjoy the benefits that come from that innovation (user experience). The problem statement is:
“What are the possibilities for ISS to unlock and access the innovative ideas of ISS within the Key Accounts and Specialized Services?”

Conclusions & advice
First of all, it is important that ISS takes a certain direction in the area of leadership. Furthermore, trainings and process frameworks are also important to take into account. ISS must create an innovation session/meeting where employees can come together and where the leader tries to unlock and get access to the innovative minds of the operational employees.

2nd Price The Hague University of Applied Sciences Thesis Award 2018 / 2e Prijs voor de Haagse Hogeschool Afstudeerprijs 2018

Linkedin: https://nl.linkedin.com/in/sboubkari