Chapter I. GETTING STARTED

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          1……Upgrading Management                  

          3……Guidelines for Strategic Planning

          5……Understanding the Cleaning Process

          7……Testing Your Performance

          8……New Product Evaluation

Chapter II.  IMPROVING THE PROCESS

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          10…..Value Engineering

          12…..Game Plan

          12…..Preplan Your Attack

          14…..Organization

          15…..Backtracking

          16…..Orderliness

          17…..Hindrances

          18…..Work Simplification

          19…..Motion Economy

          21…..Time Calculations

          21…..Time Studies

          27…..Accelerating the Learning Curve

          27…..Engineer a Cleaning Flow System

          30…..Break-in Rates

          31…..Process Improvement Checklist

          32…..Improvement Action Plan

          33…..Process Training Agenda

Chapter III.  QUALITY IMPROVEMENT

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          34....Definition of Quality

          38…..Importance of Quality

          41…..Quality Improvements

          41…..Seven Steps to QI

          43…..Quality Man

          44…..Quality Assurance

          46…..Quality Surveys

          49…..Quality Score Card

          50…..Cleaning Action List

          53…..Quality Inspection Form

          54…..DPO –Defects per Opportunity

          54…..Quality Rating

          56…..Quality Offset

          58…..Internal Quality Rating

          59…..Quality Graph

          63…..Benchmarking

          64…..Cleaning Focus

          64…..Managing Quality Improvement

          69…..Developing an Eye for Detail

          70…..Quality Strategies

          70…..1-10

          73…..Point of Contact – Signature Cleaning

          75…..Money Tree

          76…..Tolerance Levels

          77…..Timing Problems

          79…..Service Viewpoints

          80…..Improving Service Levels

          81…..Eliminating Defects

          82…..Gap Analysis

          83…..Closing the Quality Deficiency Loop

          84…..Deficiency Responses

          85…..Team flowcharts

          86…..Complaint Response

          87…..Non-Quality Issues

                 Work Planner – back pocket

          88…..Quality Improvement Checklist

          90…..ISO9001

          98…..Quality Training Agenda

Chapter IV.  PRODUCTIVITY

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          99....Organizing for Productivity

          99…..Four P’s of Productivity

          102…Productivity Equations

          106...Productivity Ingredients

          107…Productivity Standards

          107…Flowchart Performance Problems

          109…Input and Throughput Differentials

          110…Differential form

          111…CPR Cleaning Performance Rating

          114…Productivity Improvement Checklist

          115…Improvement Action Plan

          116…Productivity Training Agenda

Chapter V.  TRANSITIONS

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          117..Managing Change

          118…Eliminating Polarity

          118…Emotional Responses

          120…Blueprint for Change

          121…Steps to Handle Resistance

          123…Conflict Resolution

          124…Motivating Others

          126…Handling Performance Excuses

          128…Integrity and Self Image

          129…Transition Checklist

          130…Improvement Action List

          131…Transition Training Agenda

Chapter VI.  CLEANING with TEAMS

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          132…Team Philosophy

          139…Why Teams?

          141…Teamwork

          142…Building Rapport

          142…Advantages

          143…Teamwork Issues

          146…Likeability Training

          152…Tug of War Issues

          155…Cleaning Process

          159…Gantt Chart

          162…My Commitment to Teamwork

          164…Teamwork Checklist

          165…Teamwork Training Agenda

Chapter VII.  TRAINING

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          168..Purpose of Training

          170…Skill Deficiency Gap

          171…Training Objectives

          172…Instructional Procedures

          173…Learning Styles

          174…Teaching Techniques

          175…Training the Whole Person

          178…Sample Skill Assessment Test

          178…Training the Mind – ATTACK

          181…Training the Eye

          181…Training the Hand

          183…Training the Foot

          185…Training the Heart

          187…Training the Ear

          188…Seven Habits of a Highly Effective Custodian

          189…Pocket Pal

Chapter VIII.  COACHING

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          191..Leaders are Coaches

          192…Umbrella of Guardianship

          195…Leadership Styles to Avoid

          196…Profile of a Mature Leader

          196…Character Traits of a Leader

          200...Communication Skills

          203…Coaching Steps

          203…Cooperation

          205…Coaching Performance Checklist

          206…Code of Behavior

          206…Management Control Rating

Chapter IX.  TROUBLE-SHOOTING

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          207…Investigations

          208…Special Situations

          210…Resolution Flowchart

          212…Problem Solving

          212…Why and Which Inquiry

          214…Cleaning Suggestions

          214…Trash Tips

  215…Dusting

          216…Spray and Wipe

          216…Vacuum Work

          218…Restrooms

          219…Floor Care

          219…Wet Mopping

          220…Inverse Mopping Procedure

          221…Burnishing

          221…Scrub and Recoat

          223…Tile Floor Stripping

          226…Finish Application

          227…Carpet Spot Removal

          228…Bonnet Cleaning

          229…Carpet Care Program

          233…Trouble-Shooting Checklist

          234…Improvement Action Plan

Chapter X. PROCEDURES

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          235…Aseptic Cleaning Procedures

          237…Cleaning Procedures

          237…Trash

          238…Detail, Dust mop

          240…Vacuum

          241…Restroom

          242…Floor Cleaning

          243…Carpet Cleaning

          244…Burnishing

          245…Scrub and Recoat

          248…Strip and Refinish

          252…Automatic Floor Scrubber