TOWARDS PROCESS IMPROVEMENT

1. TOWARDS PROCESS IMPROVEMENT BUILDINGA WINNING TEAM

2. TOWARDS PROCESS IMPROVEMENT ALAN S. BIGGER frugalperson@comcast.net

3. CREATING A WINNING TEAM

5. 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!!!!

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

7. 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

8. CLEANING IS A PROCESS

9. CARPET CLEANING IS A PROCESS

10. 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 Combined distance of matting should be approximately 6 to 8 paces or 15 to 20 feet

11. 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

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

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

15. 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

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

17. 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.

18. 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.

19. 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.

20. 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.

21. 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 majoraccumulations 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.

22. 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!

26. SAMPLE AUDITS FORMS BY ROOM

27. RECORD DATA FOR EACH ROOM TYPE IN A BUILDING

28. OVERALL SCORES BY BUILDING BY TYPES OF ROOMS CONSOLIDATED

29. 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

30. QUESTIONS

31. TOWARDS PROCESS IMPROVEMENT BUILDINGA WINNING TEAM