1. THE A Manager’s Guide to a Professional Cleaning Operation

2. The Authors of Behind the Broom Behind the Broom is a collaboration based on the experience of three cleaning consultants operating from three different geographical locations in North America. Our goal is to provide guidance to facility managers in maintaining a professional cleaning operation. There is a new world of cleaning: and it shines! Kevin KeelerLance WitschenJudy Gillies

3. Cleaning, when done properly, is a straightforward series of tasks and procedures repeated multiple times throughout the scheduled workday. For operations to work efficiently, it’s important to standardize your cleaning procedures and get everyone on the same page. Our Focus Today

4. Are Your People on the Same Page Getting Back to the Basics Ensuring Success Taking the Next Steps Our Focus Today 1 2 3

5. Getting Back to the Basics a)Standardizing your Cleaning b)Using Technology c)Communicating Cleaning System to Stakeholders 1

6. a) Standardizing your Cleaning What is Standardization? A systematic approach to a routine event that produces a predictable result, Change the system: Change the Results Why Standardize your Cleaning System? Consistent and predictable results Efficient use of time and resources Training and support is easy to implement Continuous improvement can be monitored

7. a) Standardizing your Cleaning Standardize your Chemicals and Equipment Be aware of Health and Safety concerns Chemical dispensers are essential Invest in your equipment maintenance Partner with your distributors/suppliers Cleaning Tasks Equipment & Supplies needed for Cleaning Tasks Chemicals needed for Cleaning Tasks Vacuum 22" Upright vacuum No chemicals needed Dustmop 24" - 48" Dust mop Dust mop treatment Damp Mop 24'' Damp mop, Bucket/Wringer Low pH detergent Auto Scrub 27" Auto Scrubber w WD pick-up Low pH detergent Empty Trash Rolling trash can, Replacement bags No chemicals needed Work Areas / Horz. Micro fiber cloth H 2 O, low pH detergent, Disf. Sink/Fountain Micro fiber cloth, disposable paper towel Disinfectant

8. Standardize your Processes Area Types: Tasks: Times: Frequencies: CLASS OFFICE MEETING HALLWAY ENTRANCE STAIRS RESTROOM CAFETERIA FOOD PREP STORAGE Tasks Base Time Minutes per 1,000 Sq Ft Frequency Actual Time per 1,000 Sq Ft Vacuum Carpet13.50Daily (D5)13.50 Empty trash0.75Daily (D5)0.75 Clean contact areas2.50Daily (D5)2.50 Spot clean carpet2.25Alt Day (D5)1.13 Dust flat surfaces1.25Weekly0.25 Use national standards such as ISSA or APPA Times can be area or fixture based Times should be tie to specific equipment Frequencies are determined by priorities and available resources a) Standardizing your Cleaning

9. b) Using Technology Technology is defined as the collection of processes or methods we use to reach our objectives or goals, and those of our customers. For the Cleaning Industry that might be: Equipment Chemicals Software

10. Equipment & Chemicals (Tools of the Trade) There are many advances in equipment which address nearly every situation you may face. It can be difficult to sort out what meets your needs, and what is just another “toy.” Recommendation: Seek the help of a professional (sales rep., manufacturer, peer), to determine exactly what you need. b) Using Technology

11. Software Workloading programs – optimize resources Work Order programs – allow for communication directly with the customer Inspection programs – facilitate communication with employees Survey tools – displays the level of both customer and employee satisfactions b) Using Technology

12. Web Based Work Orders b) Using Technology

14. c) Communicating Cleaning System to Stakeholders Know Your Audience Be Proactive Vs. Reactive Keep It Consistent

15. Use Cleaning Management Software to Showcase Your Operations Use Reports Keep Your Language Simple c) Communicating Cleaning System to Stakeholders

16. Educate Communicate c) Communicating Cleaning System to Stakeholders

17. Ensuring Success a)Sharing the Secrets - Training b)Quality Control/Evaluations c)Customer/Worker Input 2

18. a) Sharing the Secrets – Training What is Training An organized activity designed to transfer knowledge or skills of a specific system or values to an individual or group who are interested in, or have a need to learn the knowledge or skill Why Train your Staff Insure adherence to the standards Consistent and predictable results Efficient use of time and resources Continuous improvement can be monitored

19. Not everyone learns the same way 1.Visual – Learns from Seeing 2.Auditory – Learns from Hearing 3.Hands On – Learns from Doing Try to integrate all 3 style whiles training The Teaching Process Model the task Guided Practice Independent Practice Evaluation a) Sharing the Secrets – Training

20. Before the Training – Develop training goals Specific to system – Provide an agenda During the Training – Create a positive atmosphere – Check for understanding – Provide an opportunity for practice After the Training – Review the session – Documentation Training Tips Picking the right Trainer – Advocate of the management team – Knows and supports the cleaning standards – Credibility with other employees – Enthusiastic On Line Training – Good for awareness/knowledge skills a) Sharing the Secrets – Training

21. b) Quality Control/Evaluations What Does It Mean? Who Do You Tell? How Do You Fix It?

22. Quality Control/Evaluations

23. Follow Up Retrain if Necessary Follow Up Again b) Quality Control/Evaluations

24. c) Customer/Worker Input Sitting idle and ignoring what those around us think is a sure pathway to failure.

25. Soliciting customer feedback can be a double edged sword However it’s impossible to know for sure what our customer thinks of the job we are doing unless we ask The picture to the right is an example of tools available for soliciting that feedback. c) Customer/Worker Input

26. The people who know your business best are usually your very own employees. They have an intimate knowledge of the needs of your customers. Any survey tool you may choose, like the one mentioned in the previous slide should be capable of surveying both customer and worker. c) Customer/Worker Input

27. Taking the Next Steps a)Partnering with Others b)Validation Through Certification c)Celebrate Success 3

28. a) Partnering with Others You Don’t Know It All “I have never in my life learned anything from any man who agreed with me.” - Dudley Field Malone - 1882- 1950, Attorney, Politician, and Actor

29. Figure out what your strengths are Figure out how to fill the gap Outsource people and technology that will get you to your goals quicker The most valuable commodity in today’s world is TIME. a) Partnering with Others

30. Partnering With Others Professional Organizations The Canadian Sanitation Supply Association

31. b) Validation Through Certification So far in this session, we’ve covered: Standardization Technology Communications Training Inspections/Quality control What do these items all have in common?

32. They are among the key components/ requirements for CIMS certification. ISSA now also offers CITS (certification of your training programs). BSCAI also offers certification for individuals. The Carpet and Rug Institute (CRI) offers certification specific to carpet care. b) Validation Through Certification

33. Why certify? A good certification program serves to validate the appropriateness of the programs you have in place Offers suggestions for improvement Establishes to your customers that they made a great decision by selecting you as their service provider Makes you business among the “best of the best” b) Validation Through Certification

34. c) Celebrate Success “The more you celebrate your life, the more there is in life to celebrate.” Oprah WinfreyOprah Winfrey Why We Celebrate? To make others feel appreciated To show others where they stand To build a Workplace Community – Strengthen Partnerships – Supportive / Fair – More than Money

35. What we Celebrate? – The Victories Advancements New Accounts/Customer Organizational Achievements – The Work Place Community New team members / Anniversaries New Skills Personal Achievements The Relationships c) Celebrate Success

36. How to Celebrate Success? – Advancement Opportunities – Choice of Opportunities – Monetary Gifts, Apparel, Food – Professional Development Opportunities Conferences Provide educational Opportunities c) Celebrate Success KK

37. Are Your People on the Same Page Getting Back to the Basics Ensuring Success Taking the Next Steps Our Focus Today 1 2 3

38. Thank You from the Authors Judy Gillies The Surge Group Inc. Toronto, Ontario Canada www.thesurgegroup.ca 1-888-951-2033 Lance Witschen 1Class Consulting White Bear Lake, MN USA www.1classconsulting.com 1-800-405-8860 Kevin M. Keeler Keeler Consulting Lansing, MI. USA www.keelerconsulting.net 1-888-241-0130 Buy the Book at: www.behindthebroom.com