TRAINING CLEANING PERSONNEL AS PROFESSIONAL SPECIALISTS
by John Walker
If commercial cleaning was once a haphazard art form, it is now a scientific pursuit by
comparison. Professional approaches to cleaning dominate the field, whether applied to schools,
restaurants, hospitals, offices or any other work place. The major concept is this: The best and
most effective cleaning is achieved by teams of specialized workers using specialized tools.
Imagine an assembly line with four workers, each specializing in one or two tasks only.
Together, their work produces a finished product in less time and of higher quality than four
"generalists" could do. That, in essence, is the huge advantage of assembly-line specialization
established by Henry Ford and refined over recent decades by engineers: Teams of specialists
yield higher efficiency, higher productivity, higher quality. In the case of modern team cleaning,
experience suggests it also produces higher morale, more on-the-job camaraderie, and greater job
satisfaction.
With so much at stake, plus significant cost savings over the span of any given facility, it merits
taking a closer look at the specialist positions, tools, and training of these new-style professional
teams.
The Vacuum Specialist
The vacuum specialist needs equipment bringing speed, mobility, agility, and high power to
vacuum varied surfaces under conditions that change from wide open hallways and lobbies to
cramped offices, corners and stairwells. Empirical evidence and time studies show that the best
tool for the job is a lightweight, commercial backpack vacuum. Used properly, it's as good at
detail cleaning as it is at general open-area vacuuming. However, as with any versatile tool,
specific training is required to optimize its
potential and ensure its successful use.
Getting on With It: Wearing the Vac
The lightweight backpack (about 9-11 pounds) is fitted with shoulder straps and a padded belt to
distribute the weight of the vac comfortably on the hips. The built-in molded backplate and the
shoulder straps help to balance the unit. Teach workers to keep the shoulder straps just loose
enough to allow free movement of the arms for vacuuming, while keeping the hip belt snug for
stability. Most users tuck the 50-foot cord under the hip belt so they can feel a tug when they are
about to run out of cord.
Modern backpack vacuums are ergonomically designed. The backpack harness takes most of the
weight off the upper body, arms and small muscles and puts it onto the large muscles of thighs,
legs and hips-where it belongs to lessen bodily stress and provide the most upper-body mobility.
The result is reduced fatigue and increased productivity.
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Teaching the Techniques
For open areas and uncluttered halls, workers use the vacuum in wide sweeping motions, side to
side, like mopping but with less fatigue. Around furniture, desks and equipment, workers use the
backpack's lightweight wand with easy in-and-out motions for greater access and mobility than
traditional vacs.
Those who have seen backpacks demonstrated are always surprised by how much territory can
be covered and how thoroughly. Time studies done by organizations like the International
Sanitary Supply Association find that an operator using a backpack vacuum can clean about
7,000 square feet per hour compared to about 3,000-4,000 square feet per hour for a traditional
upright vacuum (see the publication, "358 Cleaning Times," published by the ISSA).
Easy Does It
With the backpack, workers can change tools on the spot, as needed for the job. Most vacuum
specialists carry appropriate attachments right on the hip belt. For example, the user might carry
a plastic upholstery tool, a crevice attachment, and a dust brush for sills and ledges. There's even
a bulk pick-up tool for the kind of debris that accumulates in restaurants, theaters, and
construction sites. To attach a tool, simply slide the pressure-fit collar completely onto the tool.
As a rule, workers find that much of the vacuuming can be done with one hand because the
backpack is almost weightless as it rests on the hips. They use their free hand to move objects.
Consistent, Regular Care
To keep cleaning results first-rate and to ensure the life of the vacuum, teach workers to empty
vacuums regularly and to check the filter bag before and after every use of the vacuum. When
vacuuming, shake out the filter bag every two hours -or more frequently if the surface is
especially dirty. A clogged filter strains the motor and could lead to premature burn-out. If
your workers are using high-powered backpack equipment with multi-level filtration for the first
time in an area, be sure that workers shake out the filter every half hour. That's because these
high-performance units remove much more fine dust from carpet and other surfaces than the
average vacuum. Advise workers to check the filter more often for the first two or three weeks.
Other maintenance tips to teach include: At least once a week, workers should remove the
secondary dome filter located below the backpack's enclosed cloth bag; rinse and replace the
foam filter. Do the same with the foam filter diffuser. Ideally, after each use, wipe off the
vacuum with a damp towel. At the end of the shift, workers should unplug both ends of the cord
and wrap it loosely, following its natural contours. (Avoid tight twisting, tangles, and knots that
ruin cords.)
Vacuuming Routine
Teach workers to vacuum under the wastebasket first. Why? Because the vacuuming specialist
works in tandem with the light duty specialist for quality control. The light duty specialist has
gone before; the vac specialist acts as a double-check on trash since unemptied wastebaskets are
the most frequent complaint of building tenants in large facilities. Next, vacuum traffic areas,
and so on.
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Tricks of the trade improve professionalism. For example, put furniture back exactly as it
belongs. Place chairs at desks or conference tables about 2 inches away from desks and tables to
prevent wear and tear. This kind of professional touch, where consistency is visible, is pleasing
to the people who use the space. Another tip: Analyze rooms and halls for the best place to plug
in the vacuum, where workers can get the most from the 50-foot cord. Mark these optimal
sockets with small self-stick dots. You can also use color-coded dots to remind vacuum
specialists, which doors are to be left open, which closed, and which locked, since the vacuum
specialist is usually the last team member to enter and leave an area.
The Restroom Specialist
Yes, there is a right way to clean a restroom. If a worker does two things wrong, compounded
by 20 restrooms a day, you can bet that the results will generate complaints with the people who
matter most-users of restrooms.
However, what patrons see or smell is not the most important issue. The first principle is to
clean for health first, appearance second. Protecting public health is crucial, so minimizing
germs-disease-causing microbes and bacteria-is Job #1. This leads naturally to a second
principle: Use clean tools. The third vital principle is to use a systematic, scientific approach to
the entire restroom cleaning process.
Work Flow
Proper training means having a step-by-step procedure for workers to follow a standardized,
repeatable, trackable pattern. First, identify all the steps necessary to clean a restroom. By
eliminating wasted motion, the process can be reduced to about 15 steps, with the worker
required to make only a couple of decisions. These steps incorporate consistent, reliable, sanitary
cleaning standards.
One key point in work flow planning is this: Always clean from top to bottom. Move the dirt
from walls and fixtures onto the floor, where it's easier to sweep or swab. Some other key steps
are: flush all toilets and urinals first and apply a precise solution of disinfectant. Let stand 10
minutes while handling other tasks. Refill all soap, paper and tissue dispensers; empty trash
containers. Continuing cleaning from top to bottom; disinfect door handles, flushing handles and
faucets every day. Set out the "Wet Floor" sign; rinse and clean the bucket and mop thoroughly
when done. The idea is to eliminate all guesswork by mapping routines and methods in detail for
the workers, and training them accordingly (and retraining when necessary).
Tools Of The Trade
Bacteria multiply. In fact, they can double every fifteen minutes -- unless controlled through
proper disinfecting. Germs can cross-contaminate from place to place if workers use dirty
equipment.
The best tool for toilets is a disinfectant applicator-essentially a bowl brush. Brush applicators
are good because they shake off dryer than wet-mop varieties of applicators, and they air-dry
faster. That means less chance for bacteria to multiply, as they tend to do in warm, moist, dark
places like custodians' closets. It is best to use a wet-mop acid applicator in bowls once a week,
and use the disinfectant brush daily.
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We've found that for floors and other surfaces, a compact "flat" mop, such as those imported
from Switzerland, is another good tool for restroom specialists. Unlike the big, old, longhandled rag mop, the flat mop is ergonomically correct for the job: lightweight, maneuverable,
fits into more compact buckets, which in turn fits easier onto the restroom cart. It enables the
specialist to disinfect restroom walls and stalls without bending over, and, of course, to mop
floors quickly and effectively.
Timesaver tip: A short "fill hose" that connects to restroom faucets allows refilling mop buckets
on site without trips to the utility closet.
More Tricks of The Trade
Include restroom floors in the vacuuming specialist's routine. The backpack vacuum is a very
effective tool for quickly removing what brooms often miss: Hair and lint, dirt and dust in grout,
fine particulate.
Another ergonomically designed aid for restroom specialists is the lobby dustpan and broom.
The lobby dustpan-ideally suited to removing large debris quickly-has a long handle with a pistol
grip that is easier to use and reduces fatigue because the worker doesn't need to bend down.
Restroom floors can be quickly spritzed prior to mopping using this tool.
Choice of cleaning wipes is a major issue. We say categorically, "No synthetics and no paper."
Synthetics don't absorb well, and paper is environmentally wasteful. The ideal towel for
cleaning restrooms is soft and absorbent, such as a cotton bar towel or terry cloth. Launder
towels regularly and often. Always use clean tools.
Organizing the Work Systematically
A distribution tray saves a lot of time for every restroom specialist. The tray acts like a
transportable supply case containing safety glasses, keys, pre-measured packets of cleaning
solutions, and the daily supplies needed to do the job right the first time. The trays are loaded in
advance by the supervisor and ready to go. This, by the way, is a good idea as well for
distributing the chemicals and supplies needed by other members of the specialist team. It
reduces mistakes, helps workers stick to right procedures and dilution ratios.
Portion packaging of chemicals is a blessing for scientific management of the cleaning process.
The pre-measured chemical dissolves instantly, must meet EPA requirements if it is a germicidal
product, and it always mixes in the same way. We recommend setting up a "one-to-one" system,
color-coded when possible-for example, 1 pink packet into a 1-gallon bucket; 1 blue packet into
a blue 1-quart spray bottle.
Modern cleaning chemicals are often so versatile that many major facilities find they can limit
cleaning products to only three chemicals and one disinfectant. Workers enjoy a simplified
system-and can therefore clean better and faster than they could when facing a jumble of 10
bottles in the old-time custodian's closet. Hospital environments may, of course, require a few
more chemical products for handling blood-borne pathogens, etc.
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The Finer Points
We teach restroom workers to change the water whenever it becomes soiled. Remember: use
clean tools-it's basic; it's important; it bears repeating frequently. We also recommend protective
gloves and goggles. The health and safety aspect of cleaning is as vital for workers as it is for
restroom users.
Workloading with Specialist Cards
Job cards are a valuable tool not only for training, but also for tracking daily cleaning. The basic
principle for specialist teams is to define in logical steps who is doing what, when, how, where,
in what order, and how often. And write it down-summarize it preferably on color-coded cards
that can be carried by specialists.
Cards guide each specialist-in this case, the restroom specialist-in following a course of action,
step by step, to accomplish high-quality cleaning at top efficiency. This applies to the other
specialists too, including the light-duty specialist (trash & dusting) and the utility specialist
(miscellaneous work & floors). Their work can also be assessed and mapped (along with
appropriate equipment, supplies, techniques and training procedures) in the same careful manner
as was done for the vacuuming and restroom specialists. The specialists then learn exactly how
to do their own jobs, while also learning how the work of other team members complements and
supports their work. The usual outcome is strong team spirit and genuine pride in workmanship
as members pull together.
Launching a Specialist Team System
The best way to overcome resistance to change is through direct exposure, knowledge and
experience. Demonstrations and hands-on training sessions that include step-by-step exercises in
procedures and techniques go a long way to turning individual workers into a team of
professional cleaning specialists. By equipping workers properly and training them to perform
the work using good techniques, organizations will reap the financial and psychological rewards
of having a precision "assembly line" of team specialists building highly satisfactory cleaning
results for themselves, you, and your customers.
John Walker is a cleaning industry consultant with ManageMen, Salt Lake City, Utah, and instructs at Janitor
University. He can be reached at 801-355-8884.
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