Cleaning Performance Handbook - Book

10 STEPS TO REDUCE LABOR and IMPROVE QUALITY

Step 1 – Getting Started with Planning Objectives

• How to evaluate, plan, implement, manage and maintain improved results with lower costs
• Controlling input and improving throughput to enhance output
• Rate your current departmental performance - 10 question survey

Step 2 – Process Improvement

• Using value engineering to assess importance and cleaning frequency for all operations
• Developing a winning game plan - starting with a sequential work flow
• Eight steps to organize and streamline supplies
• Improving orderliness
• Strategies to reduce seven major hindrances
• Work simplification – 11 guidelines to shorten cleaning cycles
• Mastery of Motion Economy – 18 tips in analyzing personal efficiency
• Identifying delays and bottlenecks
• Understanding motion time study basics – 11 elements
• Engineering a cleaning flow system
• Fourteen elements that affect new worker break-in rates
• Accelerating the mundane to focus on details
• ISO overview from a leading expert
• Twenty-three topics for interactive training

Step 3 – Quality Improvement

• Twelve losses caused by substandard quality
• Six reasons why quality should be job 1
• Seven steps to QI (Quality Improvement)
• Deming’s TQM approach
• Ten areas that are beyond the workers control
• Five major causes of complaints
• Importance of customer surveys and quality scorecards
• Five major causes of complaints
• 20 item QC inspection – rating % of cleanliness
• Six factors that affect scorekeepers rating procedures
• Quality offset ratings – 10 conditions that can make 100% quality scores impossible
• Quality graphs
• Control charts to monitor progress
• Importance of benchmarking to identify and imitate best practices
• Projecting increase/decrease in cleaning frequencies
• Flow chart to solve 6 major cleaning deficiencies
• Techniques in training workers to develop an eye for detail
• Upgrading results by rating appearance of surfaces on a scale of 1-10
• Instill cleaning ownership within staff members
• How timing problems impact tolerance levels
• Gap analysis – how far are we from achievable competence?
• Nine steps to solve major cleaning defects
• Developing self directed work teams
• Complaint responses and handling non-quality issues
• 35 item Quality Improvement Checklist

Step 4 – Productivity Improvement

• Major deficiencies with the cleaning process, supplies, equipment, management and staff (36 items)
• Six policies that create bureaucracy
• Eleven ways to reduce soil input
• Sixteen attitude builders that increase productivity
• Sixteen attitude problems that decrease productivity
• Fifteen solutions to staff performance problems
• Cleaning variances – a scaleable rating for the eleven major productivity hindrances
• Productivity improvement checklist
• Fourteen interactive discussion topics for training classes

Step 5 – Overcoming resistance to change

• Typical emotional responses to uncertainty and change
• Eight steps in handling resistant attitudes
• Motivation and conflict resolution
• How to overcome 7 major performance excuses
• Checklist for managing change
• Eight discussion topics that encourage acceptance

Step 6 – Cleaning with Teams Strategies

• Seven objectives in establishing teamwork
• Understanding basic requirements for team cleaning
• Team VS Zone cleaning – 16 comparisons
• Sixteen strategies to establish cooperation
• Understanding the division of major work tasks
• Workloading for team success
• Using a Gantt chart to allocate team assignments
• Charting work divisions for office cleaning, floor and carpet care
• Team results checklist (15 items)
• Twenty-eight topics for in-service discussions on implementing cleaning with teams

Step 7 – Effective Training Programs

• Thirteen benefits of providing comprehensive training
• Measuring the gaps between skill deficiency, skill proficiency and actual performance
• Identifying the learning styles of trainees
• Seventeen tips to improve your training skills
• Training the whole person: head, eye, hand, foot, heart and providing feedback to the ear
• Skill assessment tests
• Seven habits of a highly effective cleaning tech
• Using the Pocket Pal system to track job assignments

Step 8 – Become a Winning Coach

• Self-test: What kind of manager are you?
• Developing a win/win management style
• Seven leadership styles to avoid
• Seven important character traits of a leader
• Six ways to better achieve results through others
• Code of behavior for team members

Step 9 – Troubleshooting Cleaning Problems

• Over 100 innovative and workable solutions to common cleaning problems
• Specific answers to challenges with trash removal, dusting, detail cleaning, vacuum cleaning, dust mopping, wet mopping, burnishing, scrub and recoat, strip outs, carpet maintenance and restorative cleaning

Step 10 – Procedures that save time/improve quality

• Over 80 cleaning tips that will speed up cleaning times and improve results
• Innovative solutions to make the job easier