TOWARDS PROCESS IMPROVEMENT BUILDING A WINNING TEAM

TOWARDS PROCESS IMPROVEMENT ALAN S. BIGGER

CREATING A WINNING TEAM

BAKING A CAKE IS A PROCESS! IF YOU FOLLOW THE PROCESS, YOU CAN BAKE YOUR CAKE AND EAT IT TOO! IF YOU FOLLOW THE PROCESS – IT IS A PIECE OF CAKE! IF YOU DO NOT MEASURE – THE CAKE FLOPS!!!!

IF ONE DOES NOT FOLLOW PROCESSES AND PROCEDURES THERE WILL BE NO CAKE!

CLEANING IS A PROCESS THAT INCLUDES TASKS FREQUENCIES TIMES PROCEDURES CHEMICALS EQUIPMENT TRAINING QUALITY ASSURANCE OTHERS IF ONE ELEMENT IS MISSING – THE PROCESS DOES NOT WORK PROPERLY OR EFFECTIVELY

CLEANING IS A PROCESS

CARPET CLEANING IS A PROCESS

Exterior Scraper Mat This should be an abrasive all-weather mat for exterior use that removes heavy soils from shoes through an aggressive scraping action Vestibule Moisture Absorbent Mat This mat should remove and capture moisture before in enters through the building. Mat should hold several gallons of moisture Interior Lobby Polishing Mat This mat is for interior use only and is used to polish off any residual soil not captured by the scraper and moisture removal mats Combined distance of matting should be approximately 6 to 8 paces or 15 to 20 feet Exterior onlyInterim vestibuleMain lobby USING MATTING AS FIRST DEFENSE IN CARPET CARE A GOOD MATTING PROGRAM CAN STOP 70 – 80% OF THE DIRT ENTERING YOUR BUILDINGS!

CARPET CARE EXAMPLE (MATS) CONTRIBUTION TO TOTAL COST OF OWNERSHIP KEEPS DIRT OUT OF BUILDING MORE EXPENSIVE TO REMOVE THAN KEEP OUT AVOID DAMAGE TO FLOOR PROLONGS HVAC SYSTEM IMPROVES IAQ MINIMIZES SICK BUILDING SYNDROME EXTENSE LIFE OF CARPETING

12 HOW CAN FACILITIES MANAGERS DECREASE THE COST OF OWNERSHIP OF A BUILDING? A 5 P PROCESS PROPER CLEANING SCHEDULES PROPER CLEANING PROCEDURES PROPER EQUIPMENT PROPER PROCESSES PROPER PEOPLE

TOTAL COST OF OWNERSHIP YOUR ROLE IS CRITICAL AND UNDERSTANING OF THE PROCESS IS VITAL TO SUCCESS

TOWARDS CREATING A NEW EFFECTIVENESS PARADIGM – A PROCESS ECONOMIC EFFICIENCIES QUANTITATIVE MEASURES OPERATIONAL EFFECTIVENESS QUALITATIVE MEASURES EFFECTIVE IMPACT

APPA PROCESS FOR DETERMINING LEVELS OF CLEANLINESS ESTABLISH A SPACE INVENTORY – UTILIZE 33 ROOM TYPES IDENTIFY SPACE TYPES TO BE UTILIZED – MORE IS BETTER DEVELOP A TRAINING PROGRAM FOR TEAM DETERMINE APPA LEVELS OF CLEANINESS BY ROOM TYPE IN EACH BUILDING SELECTED TABULATE SCORES (USE CLEANOPS!) SHARE RESULTS AND MEANING OF RESULTS

QUESTIONS? WHAT IS YOUR DEFINITION OF CLEAN? HOW OFTEN DO YOU CLEAN YOUR HOUSE?

LEVEL 1: ORDERLY SPOTLESSNESS Floors and base moldings shine and/or are bright and clean; colors are fresh. There is no buildup in corners or along walls. All vertical and horizontal surfaces have a freshly cleaned or polished appearance and have no accumulation of dust, dirt, marks, streaks, smudges, or fingerprints. Lights all work and fixtures are clean. Washroom and shower fixtures and tile gleam, and are odor-free. Supplies are adequate. Trash containers and pencil sharpeners hold only daily waste, are clean and odor-free.

LEVEL 2 ORDINARY TIDINESS Floors and base moldings shine and/or are bright and clean. There is no buildup in corners or along walls, but there can be up to two days worth of dust, dirt, stains and streaks. All vertical and horizontal surfaces are clean, but marks, dust, smudges, and fingerprints are noticeable upon close observation. Lights all work and fixtures are clean. Washroom and shower fixtures and tile gleam, and are odor-free. Supplies are adequate. Trash containers and pencil sharpeners hold only daily waste, are clean and odor-free.

LEVEL 3: CASUAL INATTENTION Floors are swept or vacuumed clean, but upon close observation there can be stains. A buildup of dirt and/or floor finish in corners and along walls can be seen. There are dull spots and/or matted carpet in walking lanes. There are streaks or splashes on base molding. All vertical and horizontal surfaces have obvious dust, dirt, marks, smudges, and fingerprints. Lamps all work and fixtures are clean. Trash containers and pencil sharpeners hold only daily waste, are clean and odor- free.

LEVEL 4: MODERATE DINGINESS Floors are swept or vacuumed clean, but are dull, dingy, and stained. There is an obvious buildup of dirt and/or floor finish in corners and along walls. There is a dull path and/or obviously matted carpet in the walking lanes. Base molding is dull and dingy with streaks or splashes. All vertical and horizontal surfaces have conspicuous dust, dirt, smudges, finger­prints, and marks. Lamp fixtures are dirty and some (up to 5 percent) lamps are burned out. Trash containers and pencil sharpeners have old trash and shavings. They are stained and marked. Trash containers smell sour.

LEVEL 5: UNKEMPT NEGLECT Floors and carpets are dull, dirty, dingy, scuffed, and/or matted. There is a con­spicuous buildup of old dirt and/or floor finish in corners and along walls. Base molding is dirty, stained, and streaked. Gum, stains, dirt, dust halls, and trash are broadcast. All vertical and horizontal surfaces have major accumulations of dust, dirt, smudges, and fingerprints, all of which will be difficult to remove. Lack of attention is obvious. Light fixtures are dirty with dust balls and flies. Many lamps (more than 5 percent) are burned out. Trash containers and pencil sharpeners overflow. They are stained and marked. Trash containers smell sour.

5 LEVELS – KEY WORDS LEVEL 1: SPOTLESSNESS – ONLY DAILY WASTE – NOTHING OUT OF ORDER LEVEL 2: TIDINESS –MINOR ITEMS SUCH AS A LITTLE DIRT – NO ACCUMULATION LEVEL 3: INATTENTION – ACCUMULATION OF DIRT – OLD DIRT LEVEL 4: DINGINESS – CONSPICUOUS AMOUNTS OF DIRT AND BUILDUP ON SOME SURFACES LEVEL 5: NEGLECT – MAJOR ACCUMULATION OF DIRT ON EVERY SURFACE. LITTLE CLEANING!

SAMPLE AUDITS FORMS BY ROOM

RECORD DATA FOR EACH ROOM TYPE IN A BUILDING

OVERALL SCORES BY BUILDING BY TYPES OF ROOMS CONSOLIDATED

APPA PROCESS ESTABLISH A SPACE INVENTORY – UTILIZE 33 ROOM TYPES IDENTIFY SPACE TYPES TO BE UTILIZED – MORE IS BETTER DEVELOP A TRAINING PROGRAM FOR TEAM DETERMINE APPA LEVELS OF CLEANINESS BY ROOM TYPE IN EACH BUILDING SELECTED TABULATE SCORES (USE CLEANOPS!) SHARE RESULTS AND MEANING OF RESULTS

QUESTIONS

TOWARDS PROCESS IMPROVEMENT BUILDING A WINNING TEAM