Cleaning Performance Handbook

Table of Contents

Chapter I. GETTING STARTED

Page#

  • Upgrading Management
    1
  • Guidelines for Strategic Planning
    3
  • Understanding the Cleaning Process
    5
  • Testing Your Performance
    7
  • New Product Evaluation
    8

Chapter II. IMPROVING THE PROCESS

  • Value Engineering
    10
  • Game Plan
    12
  • Preplan Your Attack
    12
  • Organization
    14
  • Backtracking
    15
  • Orderliness
    16
  • Hindrances
    17
  • Work Simplification
    18
  • Motion Economy
    19
  • Time Calculations
    21
  • Time Studies
    21
  • Accelerating the Learning Curve
    27
  • Engineer a Cleaning Flow System
    27
  • Break-in Rates
    30
  • Process Improvement Checklist
    31
  • Improvement Action Plan
    32
  • Process Training Agenda
    33

Chapter III. QUALITY IMPROVEMENT

  • Definition of Quality
    34
  • Importance of Quality
    38
  • Quality Improvements
    41
  • Seven Steps to QI
    41
  • Quality Man
    41
  • Quality Assurance
    44
  • Quality Surveys
    46
  • Quality Score Card
    49
  • Cleaning Action List
    50
  • Quality Inspection Form
    53
  • DPO –Defects per Opportunity
    54
  • Quality Rating
    54
  • Quality Offset
    56
  • Internal Quality Rating
    58
  • Quality Graph
    59
  • Benchmarking
    63
  • Cleaning Focus
    64
  • Managing Quality Improvement
    64
  • Developing an Eye for Detail
    69
  • Quality Strategies
    70
  • 1-10
    70
  • Point of Contact – Signature Cleaning
    73
  • Money Tree
    75
  • Tolerance Levels
    76
  • Timing Problems
    77
  • Service Viewpoints
    79
  • Improving Service Levels
    80
  • Eliminating Defects
    81
  • Gap Analysis
    82
  • Closing the Quality Deficiency Loop
    83
  • Deficiency Responses
    84
  • Team flowcharts
    85
  • Complaint Response
    86
  • Non-Quality Issues
    87
    Work Planner – back pocket
  • Quality Improvement Checklist
    88
  • ISO9001
    90
  • Quality Training Agenda
    98

Chapter IV. PRODUCTIVITY

  • Organizing for Productivity
    99
  • Four P’s of Productivity
    99
  • Productivity Equations
    102
  • Productivity Ingredients
    106
  • Productivity Standards
    107
  • Flowchart Performance Problems
    107
  • Input and Throughput Differentials
    109
  • Differential form
    110
  • CPR Cleaning Performance Rating
    111
  • Productivity Improvement Checklist
    114
  • Improvement Action Plan
    115
  • Productivity Training Agenda
    116

Chapter V. TRANSITIONS

  • Managing Change
    117
  • Eliminating Polarity
    118
  • Emotional Responses
    118
  • Blueprint for Change
    120
  • Steps to Handle Resistance
    121
  • Conflict Resolution
    123
  • Motivating Others
    124
  • Handling Performance Excuses
    126
  • Integrity and Self Image
    128
  • Transition Checklist
    129
  • Improvement Action List
    130
  • Transition Training Agenda
    131

Chapter VI. CLEANING with TEAMS

  • Team Philosophy
    132
  • Why Teams?
    139
  • Teamwork
    141
  • Building Rapport
    142
  • Advantages
    142
  • Teamwork Issues
    143
  • Likeability Training
    146
  • Tug of War Issues
    152
  • Cleaning Process
    155
  • Gantt Chart
    159
  • My Commitment to Teamwork
    162
  • Teamwork Checklist
    164
  • Teamwork Training Agenda
    165

Chapter VII. TRAINING

  • Purpose of Training
    168
  • Skill Deficiency Gap
    170
  • Training Objectives
    171
  • Instructional Procedures
    172
  • Learning Styles
    173
  • Teaching Techniques
    174
  • Training the Whole Person
    175
  • Sample Skill Assessment Test
    178
  • Training the Mind – ATTACK
    178
  • Training the Eye
    181
  • Training the Hand
    181
  • Training the Foot
    183
  • Training the Heart
    185
  • Training the Ear
    187
  • Seven Habits of a Highly Effective Custodian
    188
  • Pocket Pal
    189

Chapter VIII. COACHING

  • Leaders are Coaches
    191
  • Umbrella of Guardianship
    192
  • Leadership Styles to Avoid
    195
  • Profile of a Mature Leader
    196
  • Character Traits of a Leader
    196
  • Communication Skills
    200
  • Coaching Steps
    203
  • Cooperation
    203
  • Coaching Performance Checklist
    205
  • Code of Behavior
    206
  • Management Control Rating
    206

Chapter IX. TROUBLE-SHOOTING

  • Investigations
    207
  • Special Situations
    208
  • Resolution Flowchart
    210
  • Problem Solving
    212
  • Why and Which Inquiry
    212
  • Cleaning Suggestions
    214
  • Trash Tips
    214
  • Dusting
    215
  • Spray and Wipe
    216
  • Vacuum Work
    216
  • Restrooms
    218
  • Floor Care
    219
  • Wet Mopping
    219
  • Inverse Mopping Procedure
    220
  • Burnishing
    221
  • Scrub and Recoat
    221
  • Tile Floor Stripping
    223
  • Finish Application
    226
  • Carpet Spot Removal
    227
  • Bonnet Cleaning
    228
  • Carpet Care Program
    229
  • Trouble-Shooting Checklist
    233
  • Improvement Action Plan
    234

Chapter X. PROCEDURES

  • Aseptic Cleaning Procedures
    235
  • Cleaning Procedures
    237
  • Trash
    237
  • Detail, Dust mop
    238
  • Vacuum
    240
  • Restroom
    241
  • Floor Cleaning
    242
  • Carpet Cleaning
    243
  • Burnishing
    244
  • Scrub and Recoat
    245
  • Strip and Refinish
    248
  • Automatic Floor Scrubber
    252

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