TOWARDS PROCESS
IMPROVEMENT
BUILDING A
WINNING TEAM
TOWARDS PROCESS
IMPROVEMENT
ALAN S. BIGGER
frugalperson@comcast.net
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!
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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
USING MATTING AS FIRST DEFENSE IN CARPET CARE
A GOOD MATTING PROGRAM CAN STOP 70 – 80% OF THE
DIRT ENTERING YOUR BUILDINGS!
Exterior only
Interim vestibule
Main lobby
Exterior Scraper Mat
Vestibule Moisture Absorbent Mat
This should be an abrasive
all-weather mat for exterior
Interior Lobby Polishing Mat
use that removes heavy soils
This mat should remove and
from shoes through an
capture moisture before in
aggressive scraping action
enters through the building. This mat is for interior use
only and is used to polish off
Mat should hold several
any residual soil not
gallons of moisture
captured by the scraper and
moisture removal mats
Combined distance of matting
should be approximately 6 to 8
paces or 15 to 20 feet
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
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
12
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
QUALITATIVE MEASURES
QUANTITATIVE MEASURES
EFFECTIVE IMPACT
OPERATIONAL EFFECTIVENESS
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