WISAG Facility Service

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1 WISAG Facility Service Annual report 2010 Facility Management Building Engineering Commercial Cleaning Security and Service Catering Garden and Landscaping Services Consulting and Management

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3 Contents Preface Impressing and inspiring people... 4 It all starts with esteem Respect and trust are at the heart of our actions... 6 Staff development An invaluable offer: brighter future prospects... 8 Industry focus Facility management is still a growing market if the potential is tapped WISAG Facility Service: presenting the service divisions Facility Management Facility management moving towards a strategic partnership Building Engineering Quality: an important factor for the future Commercial Cleaning Investing in staff means investing in the future Security and Service An intelligent combination of security and service Catering A delight for all the senses Garden and Landscaping Services Skilled care for all things green COM Property Specialists Consulting & Management A competence centre for eco-sustainable property consultancy European Customer Services Take a new approach in Europe WISAG Facility Service in figures Acknowledgements

4 PREFACE Impressing and inspiring people Dear reader, There are days you will remember all your life moments which are associated with particular emotions. 2 October 2010 was just such a day for me. It was both a beginning and an end: the end of an intense process of identifying what makes WISAG special in conjunction with staff, customers and industry specialists. Based on this, we estab lished our company values; defined and formu lated our brand concept. The outcome of this process also forms the beginning of a successful future for our company. On Saturday 2 October 2010, we presented the re sults of almost three years work to WISAG mana gers for the very first time. At 4.50 p. m., I was still unsure how everything would be received the altered logo, our targets and vision, our ideas for implementation, and ultimately the company values we had developed. But once the event started at 6.00 p. m., there was no going back. The executives were open, curious and positive when I explained the course all of us at WISAG will take. And right at the end, when the new logo was revealed, symbolising our new path and WISAG s identity, there was a great sense of being swept along, an atmosphere of enthusiasm and pride that we are part of a dynamic company which is moving forwards as one. The highlight of the event was a staff performance which symbolically showed what WISAG stands for. It conveyed what has defined WISAG since the com pany was established in 1965 by my father, Claus Wisser and what has since grown cons tant ly along with the company and makes us unique: we have a culture of esteem, we show dedication and we are colourful! These three values form the foundations of the WISAG brand. They act as guidelines for our em ployees and pillars which our customers can rely on. They are the basis on which our family com pany will be able to keep developing successfully and achieve the targets we have set ourselves by 2020: day in, day out, we want to win the hearts of our staff and customers as a strong brand. We will set an example as regards environmental protection and predominantly use ecological products and processes. And, by 2020, we aim to primarily promote staff from within the company to any managerial positions which become available, thereby giving our employees a wide range of opportunities and prospects. In the future, our values and mission statement will strengthen WISAG s distinctive identity as a great German service brand. To achieve this, we had to adjust WISAG s look too, so we completely reworked our brand image in It is now fresher and more transparent with a single green logo. This new look corresponds to our understanding of an innovative, reliable, eco-minded service pro- 4

5 It is infinitely better to enjoy people s respect all the time than to have their admiration only once in a while. Jean-Jacques Rousseau ( ) vider which is hallmarked by a warm, friendly attitude and makes for an attractive and responsible employer. We now face the great challenge of communicating our brand concept, mission statement and values to a wider audience. We must ensure that every single member of staff internalises even more strongly the philosophy they have been following for years and make this even more visible, especially in their dealings with customers. We want to impress people with our services; we want to inspire them and give the WISAG brand an unmistakeable character by means of our day-to-day actions. However, that is far from being the only challenge we faced in Although other industries have experienced an upturn, this has not yet reached most of the real estate sector. Our customers are still struggling with vacancies and financial squeezes. As a consequence, we have experienced service cutbacks and a sharp rise in tendering. Thanks to a high level of flexibility and adaptability, we were able to work with our clients to overcome this situation. The year got off to a successful start due to our employees dedication, our company philosophy and our values. We capitalised on the opportunities presented by the consequences of the crisis by further optimising our processes, constantly improving the quality of our services, and identifying new savings potential. Despite setting ourselves economic targets, we are still very aware of our social and ecological responsibility. This means that WISAG is constantly expanding its staff development programme, for instance. We offer our employees career prospects and actively ensure that their work is valued and that they receive commensurate pay at the end of the month. We have also stepped up our ecological activities. Together with staff and clients, we are currently working on initiatives and ideas which, step by step, will take us closer to achieving our goal of becoming the industry forerunner as re gards environmental protection. WISAG s plans for the next few years may be am bitious. However, we will pursue our targets with dedication and motivation, never losing sight of our customers wishes and needs or our compassion. We will be guided primarily by our values: esteem, dedication and colourful. This report shows you what esteem means to us. I hope you find it an enjoyable and informative read. Best regards, Michael C. Wisser 5

6 IT ALL STARTS WITH ESTEEM Respect and trust are at the heart of our actions Respecting people their individuality, their achieve ments and their work is absolutely crucial for companies or individuals who want to succeed. This respect for people be they clients, employees, suppliers or business partners is reflected in our company value esteem. It is all about friendly openness, respect and trust, and it shapes the way we behave every day. So how exactly does WISAG express esteem? We are open to new input and ideas. We are curious about different, better solutions and approaches. We respond to new ideas with interest and create a climate where ideas can flourish. We cultivate respectful interpersonal relationships; we are polite and friendly. We each give our all to create a pleasant, open working environment and inspire our customers with our services. We acknowledge each individual s achievements and pay attention to their needs. We speak to one another and our clients as equals. Within WISAG, we trust one another. With this trust at the heart of the company, our thousands of staff can successfully serve thousands of customers every day. Esteem works both ways: those who are courteous are treated with courtesy; those who treat others with respect are respected in turn. Our work is done by people, for people. As a service provider, our clients esteem is important. We offer them reasonable prices and maintain a fair relationship founded on partnership. Together with our cus tomers, we develop creative solutions and adopt new approaches even and especially in economically challenging times. We value our clients and our clients value us, which is why so many companies choose WISAG and keep coming back. Esteem also defines daily dealings with our staff at all levels of the organisation s hierarchy. Every day, some of them provide services which may be simple but are also essential. We believe that their work should therefore be valued as a matter of course and rewarded with fair pay. This is why WISAG has been calling for a minimum wage for years. Our employees also enjoy our trust and are given a large degree of autonomy. Such scope is crucial as it allows them to provide an optimum service at our customers premises, enabling them to react flexibly to circumstances and therefore offer excellent service. For this reason, esteem also means openness if you expect enthusiasm, you have to be open to new ideas. Last but not least, we show esteem by investing heavily in our employees training and continuing professional development (CPD). We do not see this as a one-way commitment: our staff also have to demonstrate a degree of initiative and esteem in order to utilise the opportunities and prospects we offer them and to get involved. In this way, the esteem we show our employees strengthens their identification with the company, their level of commitment and therefore ultimately the value added generated by our company and our customers satisfaction. 6

7 WISAG is all about esteem. WISAG is all about dedication. WISAG is all about being colourful.

8 ROTECTION AND SECURITY SPECIALISTO DMINISTRATOROFFICE COMMUNICATION SSISTANTSERVICE, PROTECTION AND SE PECIALISTMECHATRONICS ENGINEERELE NGINEER FOR ENERGY AND BUILDING EN LECTRONICS ENGINEER FOR PROCESS EN LECTRONICS ENGINEER FOR AUTOMATIO ECHNOLOGYREFRIGERATION PLANT ENG LANT FITTER FOR SANITARY, HEATING AN IR-CONDITIONING TECHNOLOGYMECHAT NGINEER FOR REFRIGERATION TECHNOLO LANT FITTERDRAUGHTSMANINDUSTRIAL LERKGLASS AND COMMERCIAL CLEANER OOKEVENTS SPECIALISTGARDENER: HOR ND LANDSCAPINGGARDENER: HORTICUL PORTS PITCHESRESTAURANT SPECIALIST An invaluable offer: brighter future prospects 8 WISAG performs a wide range of services for its clients. Our dedicated staff advise, manage, repair, service, clean, provide security, cook, plant and much more. They contribute to our success and that of our customers. They breathe life into the WISAG brand and share our special company culture. As a family company, we hold our staff in high esteem and that includes offering them a wide range of attractive training, continuing professional development and qualification schemes. All of these stimulate junior employees at WISAG, improve the quality of our services, strengthen our managers skills, and take us a step closer to achieving our goal of filling the majority of open managerial positions from within the company by This makes us an attractive employer and a preferred service provider. Our staff development activities help us to prepare our company for tomorrow s challenges. It is our belief that good training forms the foundation for a successful career and we consistently follow this philosophy. Last year, we employed 164 new apprentices working towards vocational qualifi cations in 12 different professions. Spanning everything from plant fitters to security specialists and commercial cleaners to cooks, they can be found in all divisions of WISAG Facility Service Holding. So what happens once they have completed their apprenticeships? Then they can expect a stimulating, varied job at WISAG plus an extensive staff development programme for all groups of employees both at organisational and divisional level. Our training schemes are always geared towards business operations and actual needs. They offer all committed and competent employees the opportunity to advance their careers at the company. We take a holistic approach to staff development: our measures do not only focus on specific tasks, personal and professional skills; they also incorporate cultural requirements arising from our special company philo sophy and values.

9 FFICE STAFF DEVELOPMENT S CURITY CTRONICS GINEERING GINEERING N INEER D RONICS GY The package of measures for the whole company comprises targeted training modules and a series of management programmes. For example, the so-called Goldfish Pond concept has now been established for over 15 years. This scheme prepares high-potential employees to take on their first leader ship responsibilities. While the first year focuses on topics such as communication, presentation, motivation and project management, the second year deepens participants theoretical knowledge by means of concrete project tasks and planning games. More than 200 WISAG employees have already completed the programme swimmingly and many of them have gone on to have impressive careers at our company. TICULTURE TURE AND The second organisational-level development pro gramme is called Scaling New Heights. It was launched in 2009 and prepares managers to take on more complex roles and greater responsibility such as managing an office. During the two-year scheme which runs parallel to their existing professional duties, staff learn about new leadership, sales, customer and property management tasks. At the same time, they improve their social skills and knowledge of management methods and work on specific projects. The aim of the programme is to continuously strengthen middle management and promote network thinking. Throughout this demanding programme, each participant is mentored by an experienced executive. In conjunction with its consultancy subsidiary 2COM, WISAG also offers a highly varied trainee programme designed to give graduates in particular an attractive start to their careers at WISAG. The Group-wide measures stimulate employees development and dialogue throughout the company. To complement the organisational schemes, there are relevant modules in all company divisions which deal with the specifics of our service divisions and open up a wide range of training opportunities in the respective field. For instance, WISAG Building Engineering and WISAG Facility Management offer service engineers a wide range of educational courses covering everything from further professional qualifications to personal presentation and customer focus. Managers can opt into the Knowledge Pool scheme, which teaches them how to negotiate and give presentations. It also deals with leadership, resolving conflicts, developing strategies and keeping calm in order to gain the trust of employees, customers and suppliers. This requires extensive expertise, which managers are taught within a year as part of the Knowledge Pool scheme. The curriculum covers everything from labour law and business management to professional dealings with clients and staff plus in-depth knowledge in all areas the company operates in. This ensures that programme participants are thoroughly prepared to face future challenges. WISAG Commercial Cleaning, meanwhile, offers an extensive training programme by the name of TOPfit the only of its kind in this sector. TOPfit was launched in 2007 as a training scheme for cleaning staff and now ensures that all full and part-time commercial cleaning operatives receive systematic training. The basic programme is made up of 23 teaching modules. It enhances employees cleaning techniques, strengthens their communication skills and provides training on legal and administrative issues. This results in improved service quality and higher productivity. It is easy to see why: employees feel valued, extend their knowledge, are more 9

10 Personalentwicklung motivated and thanks to TOPfit take less time off sick. Some 6,500 people more than half our cleaning staff participated in TOPfit in Good training gives people a secure future. Security plays a major role in WISAG s training programmes in a number of different ways. Good training and continuing professional development secures em ployees futures, furthers their subsequent careers and ensures that they interface with customers professionally. Training of this kind is also offered at WISAG Security and Service, where the ultimate aim is perfect protection. As you would expect, anyone hoping to become a protection and security specialist or operative therefore receives in-depth training. And once they have gained their vocational qualifications, staff are offered a wide-ranging CPD package covering classic security topics, the law, professional practice and psychological aspects to ensure that they stay safe and secure whenever they are on duty. In addition to this, management training is provided for all section heads at WISAG Security and Service. Stimulating our staff harmonises with our values and our company philosophy but so does demanding their complete commitment. We want them to serve our customers with motivation and dedication, go the extra mile for our clients, and come up with pleasant surprises every single day. Inspiring customers calls for both professional skills and creativity especially when it comes to innovative catering and service. That is why the training currently offered by WISAG Catering is as varied as the meals prepared at WISAG company canteens. From the latest gastronomic trends to display cooking and service offensives the CPD packages are invaluable. This is borne out by the fact that WISAG Catering has been named Caterer of the Year several times by the industry magazine Catering Inside, gaining this accolade for example in 2007, when the Caring about service concept won WISAG the award in the category Management and staff. The training programme GREEN to the Max for supervisors at WISAG Garden and Landscaping Services covers a wide range of gardening topics and providing a customer-oriented service (see page 43). Regular CPD courses for section heads and office managers round off the training available for WISAG s green-fingered staff. WISAG is one of Germany s leading service providers and not by chance. Our company s success is primarily attributable to highly qualified staff with the right attitude to service. Our organisation stands for quality and this can only be maintained day after day if our employees are well trained and motivated. That is why we make them an invaluable offer: good opportunities when they first join the company, positions of responsibility with the necessary autonomy, and regular development. In doing so, we give our employees trust and respect and create an attractive environment in which their careers can flourish. Our staff appreciate that and so do we. 10

11 What did I gain from two years of Scaling New Heights? A skills assessment, development, a different perspective, a clear path, motivation and confirmation that I had made the right decision. Oliver Schleicher, employee at WISAG Commercial Cleaning and participant in the Scaling New Heights programme Interlinking the different divisions is one of the key elements of the Goldfish Pond this makes subsequent collaboration much easier. All in all, I think WISAG s staff development provisions are outstanding! Tobias Hemschak, employee at WISAG Commercial Cleaning and participant in the Goldfish Pond programme My experience at WISAG has been thoroughly positive. If you re willing and demonstrate commitment, you are stimulated and supported both by means of concrete staff development opportunities and in your day-to-day work. Sabine Gzella, employee at WISAG Catering and participant in the Goldfish Pond programme The seminar was fantastic in terms of the content, the coach and the group of participants. It has already made a lasting improvement to the way I work and thereby increased my productivity. Horst Madloch, employee at WISAG Security and Service and participant in the Time and self-management seminar 11

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14 INDUSTRY FOCUS Facility management is still a growing market if the potential is tapped How quickly things can change. Just four years ago, Germany was a headache for the European economy now the country is considered the powerhouse of the crisis-hit continent. The financial market collapse and recession prompted many domestic companies to adjust their internal processes and external ties with both customers and suppliers. Thanks to this coupled with worldwide demand for products and services made in Germany the country bounced back faster than economies elsewhere in the EU. While sales and profits at German banks, insurance companies and manufacturing firms have been rising again since 2010, the service sector has only experienced a slight recovery. Facility management (FM) companies have faced a tough test over the past two and a half years: most clients cut back on services, and lucrative extras were also slashed in many places. Nevertheless, FM firms weathered the crisis better than other service providers. This is because the FM sector is typically post-cyclical due to multi-year contracts. However, services and conditions are being re-discussed as part of subsequent negotiations and new tenders in 2010 and 2011 and negotiated in the light of the new circumstances. list rose by a double-digit percentage each year up to 2008, they grew by just 5.1 per cent on average in 2009 financial year. But at least they grew! Providers remained a long way from recording double-figure sales growth again in So what does that mean for FM companies? Will this moderate trend persist? Flexibility is obviously the key to successfully overcoming a crisis. Sometimes, customer firms set savings targets; sometimes clients and providers sit down together to identify new potential. Either way, those who can currently position themselves as offering intelligent, flexible solutions will lay the cornerstone for a successful future in tandem with their clients. In the future, secondary processes which do not form part of a customer s core line of business will increasingly be outsourced. This includes facility management services. Although many property and plant services are already completed by external firms in some sectors, there is still huge potential for growth. The German FM market is a mature market, but not a saturated one. This situation is prompting moderate growth in the FM industry. Although sales posted by the 25 leading companies in the Lünendonk facility management In recent years, FM providers services have slowly but surely evolved into end-to-end support and secondary processes. To make the most of this offer, 14

15 By Jörg Hossenfelder, Managing Partner at Lünendonk GmbH companies must first recognise the opportunities presented by outsourcing FM services. However, this way of thinking is not yet established at all client firms. As the Lünendonk study Facility Management 2010 shows, many customers procurement departments are gradually becoming more professional. Word has spread that it is not the lowest price that counts, but the best value for money as regards service quality. Clients are increasingly realising that FM can make a significant contribution towards enhancing quality and efficiency on the one hand and heightening flexibility on the other. Following the crisis, the general trend towards outsourcing and contracting services out is also working in favour of FM providers. In the current financial period and the years that follow, facility management will regain its old strength. As well as identifying new service offerings and industry sectors, this will be due in part to closer dovetailing with client firms as FM providers assume responsibility for entire secondary processes. However, the current market situation will prompt further consolidation among FM providers a trend which began before the financial markets collapsed and the recession set in. Companies will emerge from the crisis stronger if they have specialised in a specific service or niche, or if they can cover complete value chains for their clients. Daring to take a look at the future is no easy thing to do. Who would have guessed five years ago that one of Germany s states would have a Green Party governor in 2011? Just two years ago, who would have predicted the widespread political uprisings in North Africa and the Middle East? Who can make a reliable forecast given the major fluctuations in the euro and US dollar exchange rates? Whatever strategic plans companies make, they have to allow for surprises in the future as well as opportunities. As part of the forward-looking Lünendonk study Facility Management 2020, we asked major service providers from the industry how they thought the market and companies would develop. One thing is for sure: the meaning of facility management will have changed by Firstly, we are already seeing a clear distinction between FM and other service types. Secondly, the importance of FM will increase massively. In 2020, a facility manager will be a solutions partner, a systems provider and even more of an enabler than is currently the case. It will be an interesting decade. 15

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17 FACILITY MANAGEMENT BUILDING ENGINEERING COMMERCIAL CLEANING SECURITY AND SERVICE CATERING GARDEN AND LANDSCAPING SERVICES 2COM PROPERTY SPECIALISTS CONSULTING & MANAGEMENT 17

18 To date, the hard-working staff from WISAG Building Engineering have replaced approximately 300,000 faulty bulbs in properties under their management. Every year, our fully qualified cleaning staff leave an area of some 3,200 square kilometres spick and span. That is about six times the area of Lake Constance. On average, a site patrolman from WISAG Security and Service takes some 18,081 steps covering more than 12 kilometres per nightly patrol. That adds up to around 2,880 kilometres every year. 18

19 WISAG Catering has treated its customers at company canteens to 1,327,200 cups of fair-trade coffee. Our gardeners have maintained green spaces spanning 14,600,000 same size as the North Sea island of Juist. square metres. That is almost the 164 young people have started training towards one of about 12 vocational qualifications at WISAG. 19

20 FACILITY MANAGEMENT Facility management moving towards a strategic partnership 20 For many years, WISAG has been successfully ensuring that properties are managed economically and to a high standard by optimally dovetailing individual trades and services was a particularly challenging year, however. Although the majority of the economy profited from the upswing, the real estate sector felt the delayed impact of the crisis due to the system in place. Customer cost cutting translated into new tenders and service cutbacks and dominated our work. We had anticipated this trend and prepared by developing customeroriented, flexible solutions. This enabled us to retain major contracts, gain attractive new clients and thereby achieve our own targets. In another ongoing trend, customers are increasingly enquiring about larger-scale service packages for several sites. We now provide services on a nationwide scale for more than half of our clients. This means that tenders are gaining in complexity. At the same time, customer procurement departments are becoming more professional and there is a growing understanding of our work: the goal is increasingly to es tablish long-term strategic partnerships. This com pensates to some extent for the fact that we have reached the minimum price for our services, and enables us to plan with confidence. The further consolidation of the facility management sector proved to be less extensive than anticipated. There were no large-scale takeovers. Nevertheless, firms which were once dedicated to classic construction jobs are becoming increasingly involved in property management and strengthening their market position by means of acquisitions. At the opposite end of the spectrum are companies with a long tradition of providing services, which are also further extending their expertise. Given this development, the market will continue to concentrate on a few large providers and small specialist niche companies. WISAG Facility Management is confident about the future. We are sure that the market is settling down and that the growing importance of ecological considerations in facility management, for example, will open up new opportunities. We are well prepared for the increased pooling of contracts with our extended key account management and our wide-ranging portfolio spanning building engineering, commercial cleaning, security and service, catering, garden and landscaping services, consulting and management. The above-mentioned strategic partnerships will open up new prospects and we are seeing a growing appreciation for our work. In this context, it is important for us to position ourselves even more clearly as a professional full service provider for facility management with the in-house capabilities to provide a large percentage of these services. By revising the image of the company and the WISAG brand, we took an important step towards achieving this in Integrated WISAG services Process optimisation Quality control Outsourcing Optimising operating costs

21 Deka Immobilien GmbH belongs to the DekaBank Group, the central asset manager of the Sparkassen- Finanzgruppe. We are responsible for sales and purchases of real estate, asset management and all other property services. We develop holistic solutions for our customers and are a flexible partner with strong liquidity. Competent facility management partners form an important part of these solutions for us. We have been working with WISAG successfully for ten years now the company is a strategic service provider for our real estate throughout Germany. As well as completing traditional FM tasks, WISAG performs a number of special services. We particularly value their staff continuity, which gives WISAG employees a great deal of experience, enabling them to offer us optimum support. The key account management system which has been established gives us a competent contact person who deals with our wishes reliably and actively supports us. Wolfgang Frisch Head of Real Estate Management Germany, Deka Immobilien GmbH 21

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