INSTRUCTION – ASSIGNMENT 2 AND 3

Two Customer meetings

You will be in two meetings with Vendor Managers from CIC, each
with its own focus area. The CIC Vendor Managers have been looking
forward to meeting you and clearly expect you to take the scene and
drive the meeting. Your purpose meetings is stated below.

Time: each meeting will be 20 minutes. You have 30 minutes to

prepare both meetings.

MEETING 1:
• Your task is to make the CIC Managers realise the benefits of a movement
towards an output-based model. The purpose is to motivate CIC to initiate the
journey with ISS towards a more output-based model.

• The other part of your task is to give insight into the relative strengths of ISS
compared to Kleen-Reinig in regards to the benefits of the output-based model.
The purpose is to motivate CIC to transfer cleaning in the last country to ISS.

MEETING 2:
• Your task is to interview the CIC Managers in a manner that demonstrates your
understanding for their business, mission and values. The purpose is to build trust
by demonstrating an understanding of what is important for CIC.

• The other part of your task is to use this understanding to present the benefits of
changing the vendor manager setup CIC has. The purpose is to motivate CIC to
simplify their governance structure and change their way of micro- managing ISS
service deliveries.

Case – Only for use in ISS Global Management Trainee Assessment Centre - Case