ISS 2020 Vision Future of Service Management | Page 74

placed on personalization and on business innovation in FM services. These developments
will lead to an industry transformation.
Business innovation
Optimization
Transformation
Mass customization
Personalization
Maintenance
Management
Business efficiency
Figure 33: Four worlds of service in FM (Source: ISS, 2015)
Introduced in ISS 2020 Vision: The Future of Outsourcing and Perspectives for Facility
Management, figure 33 outlines four worlds of service in FM and the shifts taking place. The
four-worlds-of-service model has two axes: 100
• The value dimension: At one extreme is business efficiency, where the key
concern is the efficient management of infrastructure and assets. At the other
extreme are business innovation outcomes, where the service being delivered
is aimed more directly at business outcomes, added value, and strategic goals.
• The delivery dimension: At one extreme we have one-to-one, personalized services
aimed at meeting the distinct business challenges and needs of a particular client
organization with tailored solutions. At the other extreme is mass customization,
where ready-to-use services and short implementation times are the norm. This
platform serves intra- and extra-organization operations.
Combining these two axes creates a framework that describes four different worlds of
service: 100
100 ISS World Services, ISS 2020 Vision: Future of Outsourcing and Perspectives for Facility Management, White Book, 2015.
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