ISS 2020 Vision Future of Service Management | Page 64

Alignment of organizational values with partners
17%
Trust
16%
Transparency
13%
Risk Sharing
12%
Matrics and measures
10%
Reward and incentive sharing
9%
Quality of partner’s staff
8%
Establishing contractual framework
Brand protection
Supply chain management
6%
4%
3%
Figure 27: What do you believe will be the most challenging aspects of managing partnerships and
network relationships? (Source: CIFS, ISS, IFMA, CoreNet Global Survey, 2016)
Second, service providers will be challenged in talent management (see figure 28). This is
true in finding the right competencies at the leadership level, but also applies to service
professionals on the front line with direct interaction with service users. Service providers
can overcome the talent management challenge by focusing on employee engagement
and creating a sense of purpose among employees. Employees that have a strong sense of
purpose are more likely to be engaged and deliver excellent service to end-users.
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