cleaning as an engineered process
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Lean Principles for a Neglected Industry by Dr. Jeffery L. Campbell and Kathleen W. Campbell Facility Property Management, Brigham Young University, 2013What does the future hold for buildings and maintenance practices in the next 100 years? As part of this project, researchers sought to find answers to this question. A futuristic outlook can provide the imagination, creativity, and new thoughts needed to improve maintenance effectiveness and efficiencyTRANSCRIPT
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Cleaning as an Engineered ProcessLean Principles for a Neglected IndustryJeffery L. Campbell, Ph. D. and Kathleen W. CampbellFacility and Property Management Brigham Young University 2013
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Acknowledgements
ManageMen and the Simon Institute provided funding for this research project,
and offered valuable direction and insights. Thanks goes to John Walker, Ben Walker and
Jill Edmunds for their foresight, creativity, and dedication to making a difference in the
cleaning industry. (See http://www.managemen.com/ and http://www.simoninstitute.org/.)
Thanks is also due to the outstanding BYU Facility and Property Management
research students. Their enthusiasm and drive made this research easy. Thanks goes to
Kimberly Mendez, Robert Hyer, Eric Braziel, Robert Salmon, Garrett Strong, Benson
Palmer, Cory Paxton, Cameron Wright, Orlin Clements, Sam Kelly, and Kyle Spindler.
(See http://www.fpm.byu.edu/.)
And most importantly, thanks to my dear wife, Kathy, who is my all-time favorite
friend. She plays a critical role as a sounding board, and is an excellent editor of my
work. (See http://www.campbellcg.com/.)
Disclaimer
The information in this research report is intended to provide helpful information.
The author, students, and Brigham Young University do not directly or indirectly endorse
any product, company or process discussed in the research report. While best efforts have
been used in preparing this research, the author makes no representations or warranties of
any kind and assumes no liabilities of any kind with respect to the accuracy or
completeness of the contents, and specifically disclaims any implied warranties.
References are provided for informational purposes only and do not constitute
endorsement of any websites or other sources. Readers should be aware that the websites
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listed in the research may change. Every situation is different, thus the advice and
strategies contained herein may not be suitable for all circumstances. The author
recommends seeking the services of competent professionals before undertaking a similar
program.
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Table of Contents
Chapter 1: Introduction! 1
1.1 The Definition of Clean 1
1.2 The Importance of a Cleaning Standard 4
Chapter 2: BuildingsThe Next 100 Years! 8
2.1 The Myopic Past 8
2.2 Key Factors That Will Influence the Future of Buildings 11
2.3 Educating a New Profession17
Chapter 3: Cleaning as We Know It Today! 24
3.1 Cleaning From an Historical Perspective 24
3.2 Janitorial Contracts 28
3.3 Measuring Janitorial Productivity 33
3.4 Lack of a Cleaning Standard 36
Chapter 4: Cleaning Products, Safety, and the Environment! 37
4.1 Cleaning Products 37
4.2 The Effects of Cleanliness on Indoor Air and Environmental Quality 45
4.3 Conclusions 47
Chapter 5: Engineering and Process Management! 48
5.1 The Importance of Engineering 48
5.2 An Historical View of Engineering 49
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5.3 Engineering in the Future 51
5.4 What Is an Engineered Process? 53
Chapter 6: The Practice of Lean and Quality Management! 54
6.1 What is TQM? 54
6.2 What is Lean? 55
6.3 What is Six Sigma? 57
6.4 What is ISO 9000? 62
6.5 What is the Balanced Scorecard? 66
6.6 What is the Malcolm Baldrige National Quality Award? 71
6.7 Summary of Lean Core Concepts 75
Chapter 7: Lean Best Practices in Janitorial Services! 80
7.1 (OS1) versus TQM 80
7.2 Comparing (OS1) and TQM Core Concepts 81
7.3 Summary 93
Chapter 8: Research Summary and Conclusions! 95
8.1 Profits, Not Cleanliness 95
8.2 The Future of Evidence-based Outcomes 96
8.3 Driving Out Waste in the Cleaning Process96
8.4 Transparency and Dashboards 97
8.5 The Rise and Fall of Companies and Ideas98
8.6 High-Performance and Healthy Work Spaces 99
8.7 Lean Process Mapping and Management in the Future 100
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Chapter 1: Introduction
1.1 The Deni6on of Clean
"Clean" is a flexible term that is defined differently as it is applied by specific groups
and their unique viewpoints. The Webster Online Dictionary states the process of
cleaning is "to rid of dirt, impurities, or extraneous matter."1 This broad definition
prompted researchers to review national cleaning organizations to find a more detailed
definition. The American Cleaning Institute (formerly The Soap and Detergent
Association)2 states yet another broad description, "cleaning is the mechanical removal of
dirt and soil from an object or area." It is interesting to note that definitions were
unavailable from the cleaning industry's top associations, including the United States
1
1 Cleaning. (2010). Merriam-Webster Online Dictionary. Retrieved from http://www.merriam-webster.com/dictionary/cleaning2 Aiello, Allison E., Larson, Elaine L., and Sedlak, Richard. (2007). Against Disease: TheImpact of Hygiene and Cleanliness on Health. The Soap and Detergent Association. New York, NY: JMH Education Marketing, Inc.
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Environmental Protection Agency (EPA), the International Sanitary Supply Association
(ISSA), the National Institute of Building Sciences (NIBS), the National Clearinghouse
for Educational Facilities (NCEF), and the Cleaning Management Institute (CMI).
In the book, "Protecting the Built Environment: Cleaning for Health," author Dr.
Michael Berry, a university professor and consultant, states, "cleaning is not only an
activity, but is a process and a special form of management."3 He goes on to state that
cleaning is, "the science of controlling contaminants," and should be based soundly in
scientific principles."4 In 2001 he specified that the cleaning process locates, identifies,
contains, removes, and properly disposes of an, "unwanted substance from a surface or
environment."5 This suggests that cleaning is not only an important task, but also a
process that should be carefully executed and, "coordinated with other basic
environmental management strategies: source control, activity management, dilution, and
design intervention."5Another aspect of defining clean is to determine the benefits. Why should time and
resources be spent on cleaning? Dr. Berry states the prime benefits of cleaning are:
It puts things in order and immediately improves quality of life.
It restores an object/environment to a pleasing/satisfactory appearance.
Cleaning improves the environmental condition quickly and visible.
It controls the quality of the indoor environment.
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3 Berry, Michael A. (1993). Protecting the Built Environment: Cleaning for Health, p. 23. Chapel Hill, NC: Tricomm 21st Press.4 Berry, Michael A. (1993). Protecting the Built Environment: Cleaning for Health, pp. 73-74. Chapel Hill, NC: Tricomm 21st Press.5 Berry, Michael A. (2001). Educational Performance, Environmental Management, and Cleaning Effectiveness in School Environments. Retrieved from http://www.carpetrug.org/pdf_word_docs/0104_school_environments.pdf
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Control can reduce human frustration and anxiety.
Cleaning protects human health.6
The benefits of a clean environment in a school setting have been documented in
numerous studies. Dr. Berry compared the educational performance of students and
teachers at Charles Young Elementary School in Washington, D.C., before and after it
was remodeled. His goal was to find a correlation between the quality of the physical
condition of the school and educational performance. After the building was remodeled, a
higher standard of maintenance and cleanliness were implemented. Using different
environmental factors Dr. Berry uses several different measures to determine the
environmental factors affecting the school. Some examples are temperature, climate,
lighting, safety hazards, teaching space, maintenance practices, bio-pollutants,
furnishings, decor, and dust. Dr. Berry found a strong correlation between the quality of
the physical condition of the school and quality of learning.7 Dr. Berry has also conducted
other studies within this same general topic of school cleaning and how it relates to
student academic achievement. In his study entitled, "Educational Performance,
Environmental Management, and Cleaning Effectiveness in School Environments," he
concludes, "that effective cleaning programs enhance school and student positive self
image, and may promote overall higher academic attendance and performance."7 Overall this can be difficult to quantify, but through several key indicators like absenteeism,
chronic schedule changes, disciplinary incidents, health accident reports, risk behaviors,
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6 Berry, Michael A. (1993). Protecting the Built Environment: Cleaning for Health, p.24. Chapel Hill, NC: Tricomm 21st Press.7 Berry, Michael A. (2001). Educational Performance, Environmental Management, and Cleaning Effectiveness in School Environments. Retrieved from http://www.carpetrug.org/pdf_word_docs/0104_school_environments.pdf
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academic and other performance gauges can be measured. Some key components that Dr.
Berry mentioned include cleaning for health and not for just appearance, which has been
the most popular method in the past. He defines clean as the relation to the whole
environment and not just specific areas.7A proper definition of clean should include the process as well as the benefits:
Cleaning is a process that locates, identifies, contains, removes, and properly disposes of
an unwanted substance from a surface or environment, and contributes to the health and
well-being of those who occupy the environment.
One of the challenges in determining the proper definition of clean comes from
the fact that the process of cleaning varies greatly from industry, to sector, to even
building types. If cleaning were to become a standardized process, it would aid in
designing cleaning processes that would be applicable in any sector. Unfortunately, the
research shows that little has been done in establishing a cleaning standard.
1.2 The Importance of a Cleaning Standard
Standards set a level of safety and performance for most industries. Therefore, a
cleaning standard that ensures the buildings quality, safety and health of the people
therein should exist. Research shows that students in K-12 schools have improved
capacity to learn when school environments are clean. Because there is no cleaning
standard for K-12 educational facilities, students are frequently exposed to poor indoor
environments and learning suffers.
The American National Standards Institute (ANSI) defines a standard as, "a
document, established by consensus that provides rules, guidelines or characteristics for
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activities or their results.8 It is difficult to find standards that pertain to the cleaning
industry, especially for organizations that serve K-12 public schools. Teachers often take
it upon themselves to ensure the cleanliness of their classrooms. The National Parent
Teacher Association (PTA) recognizes the link between clean schools and increased
learning. A survey conducted in 2010 showed that cleanliness in schools was so lacking
that 56 percent of teachers in public schools purchase their own cleaning supplies in order
to clean their classrooms (PTA, 2010)9. Teachers are not the only ones affected by the
lack of cleaning standards. The National Education Association (NEA) found that school
janitors also struggle. We [janitors] need better job guidelines. Thirty-eight percent of us
have no job description at all. For those of us who do have a job description, 32 percent
feel it does not accurately describe the amount of work we do. Sixty-two percent of us
have no say about our job descriptions, and 64 percent often or sometimes must perform
work outside our job descriptions.10
In an attempt to remedy the situation, the American Federation of Teachers
(AFT), a teachers' union, held a convention in 2001 to develop a cleaning standard,
unfortunately, to date, no standard has been established.11 The American School &
University reports that the International Sanitary Supply Association (ISSA) and the
Cleaning Industry Research Institute (CIRI) have cleaning standards in the planning
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8 American National Standards Institute (ANSI). (2012). De\inition of a Standard. Retrieved from http://www.ansi.org/about_ansi/faqs/faqs.aspx?menuid=19 Parent Teacher Association. (2010). "Clorox Clean Up the Classroom." PTA Every Child OneVoice. Retrieved from http://www.pta.org/1339.htm10 National Education Association. (April 2010). Custodial and Maintenance Services. Retrieved from http://www.nea.org/home/18978.htm11 American Federation of Teachers. (2001). PSRP department kicks off new initiatives. Retrieved from http://archive.aft.org/pubs-reports/psrp_reporter/2001/spring/initiatives.htm
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stages. In June 2008, ISSA and CIRI convened with the goal to develop science-based
cleaning standards to determine cleanliness in institutions of learning.12 Though this is a
step in the right direction, no standard has been published.
APPA, an organization that specializes in educational facilities, has created a
visual standard, called the Five Levels of Clean.13 These levels are:
Level 1 - Orderly Spotlessness
Level 2 - Ordinary Tidiness
Level 3 - Casual Inattention
Level 4 - Moderate Dinginess
Level 5 - Unkempt Neglect
While the levels do not address the physical effects of cleanliness, a study
entitled, Cleanliness and Learning in Higher Education, revealed that the appearance of a
room affects learning. Of the 1,481 university students surveyed, 88 percent said that
when a room is at a Level 3 - Casual Inattention, it becomes a distraction to their studies.
Eighty-four percent said they felt a room should be at a Level 2 - Ordinary Tidiness or
Level 1 - Orderly Spotlessness to create a good learning environment.14
Dr. Berry, an advocate for cleaning for health and not just appearance, did a study
in 2006, where he analyzed the unseen elements of a room after cleaning. He compared
the results of a scientifically-based cleaning system (OS1) to a traditional system. Two
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12 Wiley, Frank. (2010). Integrated Cleaning and Measurement in Schools (ICM) | Measured Results Article. American School & University. Retrieved from http://asumag.com/Maintenance/integrated-cleaning-measurement-schools-200904/13 APPA. (2012). APPAs Five Levels of Clean. Retrieved from http://www.local39training.org/courses/support/LEED/course4/APPA_Five_Levels_of_Clean.pdf14 Campbell, J., and Bigger, A. (April 2008). Cleanliness and Learning in Higher Education, APPA, Alexandria, VA.
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dormitories were chosen for the study at the University of North Carolina. Four elements
were measured after cleaning: dust removal, presence of fungal spores, restroom bacteria
count, and indoor air quality. After one month, the scientific method reduced dust two to
five times more effectively, fungal spores were reduced from 15 percent to 3 percent, and
bacteria in restrooms were reduced by 94 percent. Its interesting to note that the
traditionally-cleaned restrooms had a higher pathogen count after cleaning than before.
The health effects of the new method had a measurable improvement. Dr. Berry
concluded, "A scientifically-based cleaning process provides an immediate improvement
in the indoor environmental quality of schools. Through an organized environmental
management program that emphasizes effective cleaning, exposure to a range of
microorganisms, particles, and other harmful substances are reduced."
Though there is currently no national standard for cleaning, studies suggest that
establishing a cleaning standard that accounts for both appearance and health would
benefit all building occupants. A cleaning standard would especially benefit educational
facilities. Student focus and learning would improve, and the health of all building
occupants would increase.
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Chapter 2: BuildingsThe Next 100 Years
2.1 The Myopic Past
What does the future hold for buildings and maintenance practices in the
next 100 years? As part of this project, researchers sought to find answers to this
question. A futuristic outlook can provide the imagination, creativity, and new thoughts
needed to improve maintenance effectiveness and efficiency.
It is sometimes difficult to grasp how inventions will impact future
practices. History is filled with examples of this. When Edison invented electricity, many
questioned why electricity would be needed in every home. Not so long ago, the CEO of
Digital Equipment Computer Corporation (DEC) wondered why consumers would need a
computer in their home. Fortunately, Bill Gates came along with the vision of "a
computer on every desk and in every home." Gates vision came true; today there are
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more personal computers than people in the United States. Western Union officials
laughed at Alexander Graham Bell when he proposed the idea of a telephone. Company
officials were skeptical that the public would choose to replace the tried and proven
technology of communicating by telegraph. Today, not only do most businesses and
homes have telephones, but nearly every adult (and teen) carries a cell phone. To top it
off, nearly 80 percent of all cellphones are now smart phones.
Two young engineers pitched an idea to Yahoo and AltaVista, claiming
they had a new way to improve Internet browsing and also increase revenue from online
advertising. Both companies turned them down, so the engineers formed their own
company, building the number one search engine today: Google. Many were skeptical of
the acceptance of Facebook. Whats so great about connecting with friends online?
Today, if Facebook users were the citizens of a country, they would rank third in
population only behind China and India.
One more example: Tom Dolan and John Houbolt were common
engineers in the 1960s. Dolan, who worked for a subcontractor, proposed an idea about
lunar-orbit rendezvous. Luckily, John Houbolt, who worked for NASA, picked up the
idea and championed it. Lunar-orbit rendezvous became the method used to land men on
the moon.
These examples illustrate how new inventions alter how families and
businesses function. It causes one to wonder how buildings will be different 100 years
from today. Most likely, buildings and cities will look similar. Given limited resources,
local economies cant afford to make wholesale changes but will continue to renovate and
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reinvent their built environment. There will be a mix of new architecture, older/renovated
buildings, and historic structures. Buildings will be designed and re-designed to be more
flexible and to last much longer. The life cycle of buildings will become more micro-
managed.
A recent finding in a university library disclosed a graduate thesis entitled
Efficient Cleaning Methods for College Campuses. The study identified how to labor
load a building, how to calculate the number of employees needed to clean the building,
how to develop cleaning routines, and how to measure productivity. Equipment and
cleaning agents were also identified. Surprisingly, the study was written in 1933, and the
cleaning system and measures of productivity asserted in the study were not all that
different from what is still being practiced today.
A method for increasing efficiency was pioneered by Frederick Taylor in
the late 1890s. Taylor demonstrated how through applying industrial engineering
principles a man could triple the amount of coal shoveled each day. At the beginning of
the study a man could shovel twenty tons of coal per day using a 38-pound shovel scoop.
By incrementally decreasing the scoop size, Taylor learned the ideal size was a 21.5-
pound scoop which allowed a man to move sixty tons of coal per day. Increasing
efficiency is still a mandate in the twenty-first century, though it has become more
complicated than during the industrial revolution.
Another example of improved efficiency is in the production of grain. In
1830 it took about forty hours of farm labor to grow ten bushels of rye or wheat, which
made about 600 loaves of bread. With todays improved technologies and methods, it
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only takes about forty minutes to produce ten bushels. This is a perfect example of how
applying best business practices, improved technology, quality education and
documented research can lead to producing more with less. Cleaning is an area of low
hanging fruit where almost immediate improvements can be found by implementing
these principles. Though it has been viewed myopically in the past, it is time look at
cleaning with a broader perspective to determine areas for increasing efficiency and
effectiveness.
2.2 Key Factors That Will Inuence the Future of Buildings
The biggest concern over the next century will not deal with new buildings
(which will constitute only one percent of the built environment), but will deal with
existing real estate (which will constitute the other ninety-nine percent). Keeping existing
buildings functionally viable will be the biggest challenge, and will only be accomplished
through improved business processes and better management of new technology.
These improvements will occur as senior managers and executives are educated
on best practices for managing real estate. Facility asset managers will have a greater role
on the corporate decision-making team because of the magnitude and cost of the built
environment. They will oversee the implementation of a common language for facility
management, drawing on science-based case studies, incorporating benchmarking and
metrics, and utilizing better information systems for risk assessment and decision-
making.
Capitalism and cost-benefit analyses will continue to drive business decisions.
The adoption of new technologies and processes will only take place when a cost-benefit
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tipping point occurs. There are typically three factors that trigger a tipping point: changes
in the social-economic conscience, regulatory compliance, and man-caused and natural
disasters.
An example of a tipping point triggered by the social-economic conscience is
LEED (Leadership in Energy and Environmental Design) certification developed by the
US Green Building Council (USGBC). If a company owns a LEED certified building, it
adds to its prestige and improved public perception. The principles of LEED certification
then flow into new codes, regulations and laws like zero carbon legislation and new
taxes.
Unfortunately, new codes and regulations become overwhelming because there
are so many bodies with regulatory jurisdiction. It is estimated that over $6 billion is
spent annually in the healthcare industry just trying to appease all the different regulatory
authorities.
Natural and man-caused disasters, such as 9-11 and school shootings, have
triggered major shifts in how business is conducted. What was once considered an
unlikely target will now be designed and managed differently in the future to ensure
safety.
Facility asset life cycle planning and total cost of ownership models will
become core management tools. Buildings, building systems, system components, and
component parts will include interoperability and smart technology. Taking a page
from the Starship Enterprise, facilities will be operated at a whole new level of
sophistication unknown to man right now. An IT backbone and building brain will
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manage and manipulate a wide variety of services. This will not be accomplished on
autopilot, however. Well-trained people will be as important as ever to operate these
systems. Buildings being operated by more technology will lead to a growing need for
personal and public privacy as well as cyber security. Facility managers in the future will
need to know as much about IT as they do about buildings.
The future will be focused on balancing efficiency and effectiveness, which will
lead to added value. Already surfacing are new scorecard processes that enable facility
departments to better identify their key performance indicators, chart their profile as to
where they fit in an efficiency and effectiveness model, and then create strategic and
tactical initiatives to deliver greater value. The entire value stream of service and
production is becoming much more lean. The future will belong to those who can clearly
articulate and provide evidence-based outcomes demonstrating added value.
Creativity and innovation will continue to be an important part of the future.
Having teams composed of both left and right-brained thinkers will be critical to success.
Facility management is typically made up of left-brain linear thinkers. This can be a real
problem because a team of such thinkers may not have enough creativity and innovation
to move forward as the global market changes. There is a sentiment in some circles that if
a facility manager is not a licensed engineer then they have no business managing
facilities. This myopic approach sounds like the views of DEC and Western Union when
approached with a new invention. Google encourages its employees to spend 20 percent
of their time working on creative projects that are related to Google but outside their
regular jobs. This leads to greater innovation in the company.
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One upcoming challenge will be dealing with the population growth. There are
currently 307 million people in the United States. It is projected that by the year 2100 that
number could reach almost one billion, or triple the current population. The global
population is also projected to grow from seven to almost ten billion. This compounding
growth will have dramatic effects on available land, building space, infrastructure and
natural resources. Thus, land usage will become more dense, cities will become more
congested, and the built environment will be pushed beyond its capacity. The good news
is there is room to grow in the United States; most other countries are not as fortunate.
Increased population will also lead to financial resources being spread much thinner.
The method of cleaning buildings will surely change over the next few decades.
There is a new body of science that is beginning to take-hold in the industry that looks at
cleaning as an engineered process, and focuses on health instead of just appearance.
Sandia National Laboratories, the University of Texas, the University of Michigan, and
others are pioneering this new approach. They have taken efficiency and effectiveness in
cleaning to whole new levels.
Following is a list of improvements that have occurred or will occur by treating
cleaning as an engineered process.
(1) Reducing the number of chemicals used for cleaning from 150 to 10. Reducing
indoor pollutants to almost nil. (This is important because about twenty percent of
the population has some type of respiratory challenge.) Reducing costs by nearly
twenty percent (which translated into $2 million in savings over three years at the
University of Michigan).
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(2) Reducing workplace accidents to almost zero. (According to the Bureau of Labor
Statistics custodial accidents rank between fifth and seventh as the most injured
occupation in the U. S.) Janitorial departments are being recognized as having the
organizations best and most comprehensive sustainability practices.
(3) Improving security in building space, chemicals and equipment. A frightening
practice in the janitorial industry stems from hiring. Currently it is possible for an
immigrant to cross the border today, become a janitor tomorrow, and have all the
keys to a building within a few weeks. This opens the door to numerous types of
security threats. In the next thirty years there will be a creation of a new
certification or degree that focuses on safety, security, emergency response, and
maintaining indoor air quality through proper cleaning processes and chemicals. The janitorial initiative of viewing cleaning as an engineered process is a good example of how consolidating resources and improving value-added services would affect FM in the future. It is based on improved business practices, advanced technology, and education and research. It is a disruptive technology like camera film to
digital photos. It changes the rules and paradigms just as Edison, Gates, Bell, Google and
Tom Dolan.
The following twenty-two key factors will directly influence or contribute to the
future of how buildings are managed and operated.
United States population will triple, thus there will be less land per person.
New buildings will cost more and a shift will be made to better manage existing
buildings and extend their lives.
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Many existing buildings will continue to operate as they are now with the
exceptions in improved technologies which will either become more cost effective
or mandated by regulations.
Sustainability practices will be part of day-to-day design, construction, operations
and remodels.
New energy sources will increase substantially as dependence on fossil fuels
decrease.
The world will continue to get smaller as global markets have more
connectedness.
Global economies will affect all economies.
Social unrest will see at least two world wars, and probably more.
Computer security will be more important than ever.
Buildings will be smart, along with systems, components and parts.
Technology will tie all building systems together and data will be collected with
vastly improved analytics that will provide key information for management and
better decision-making.
Financial accountability and management of the total cost of ownership will be
much more important than it is practiced today.
Indoor environmental quality will be improved and expected in buildings.
Outsourcing and specialization will dramatically increase as buildings become
more complicated.
Zero carbon sustainable energy building footprints will be required.
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Facility research will dramatically increase.
New strains of infectious diseases and pandemics will increase global concerns.
Highly trained labor resources will be at a premium, education will be more
effective and focused on outcomes.
Labor resources will be cross-trained in information technology and problem
solving, building operations, indoor environmental quality, safety and security,
and overall financial performance. More will be done with less.
More regulations will be implemented to protect health, safety, and sustainable
buildings/environments.
Process improvements will be driven by improved innovation and creativity.
New disruptive technologies will completely change the playing field.
2.3 Educa6ng a New ProfessionFor many, facility management (FM) is an accidental profession that has typically been a stopping place on the road to somewhere else. Because facility management is so new it does not yet have a well-developed body of knowledge and research. The International Facility Management Association, which is the largest FM association in the United States with about 20,000 members, was established in 1980. Europe, a continent with millennia-old buildings, has a more mature association that ties facilities, construction, engineering and architecture together in what is called the Royal Institute of Chartered Surveyors (RICS). RICS began in 1792 and has 140,000 members today. Europes colleges and universities are fully 17
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integrated to educate facility manages. The Netherlands alone has four major FM programs including a university with a college of 1,000 students.So why isnt FM better accepted in the United States? Facilitiesas an academic disciplineis a tough sell because it is a multi-disciplined, applied science. In the United States, there are fewer than ten undergraduate and graduate programs with the oldest only being about forty years old. Most programs are an appendage to other more mainstream degrees like mechanical and environmental engineering, architecture, or construction. One of the reasons FM has not gained more traction is because professors teach what they learned from their own degrees. A professors research and publishing also drives what is taught in the classroom. Facility management professionals are often asked, Where are the degree programs? Where are the educators coming from? Where is the science behind the profession? Where are the peer-reviewed journals? Fortunately, headway is being made in providing degree programs, trained educators, and sound research science. FM education will continue to grow, but it will take another decade or two for the current senior generation to move on before the profession sees more rapid growth. Training in the future will be more specialized and sophisticated. Universities are focusing more on learning outcomes that create evidence-based learning. This new focus stresses a balance between knowledge, skill, attitude and experience. There are twenty foundational areas that will be critical to FM education in the future. All of them focus on leadership and adaptability.(1) Be a life-long learner. This is the ability and attitude to constantly be learning. If a
facility manager is not a life-long learner, he or she will soon be left behind.
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(2) Be organized to allow for the management of many things at once. Facility
managers are required to wear many hats and have multiple projects going on at
once. Organization, delegation, training and trust are important skills needed for
being part of a team that can handle many things at once.
(3) Champion environmental sustainability practices. Greening and sustainability start
with the facility manager who makes well thought-out changes that can have an
immediate impact. Dont wait to be told what to do. Be a leader.
(4) Champion safety and compliance practices: The number one responsibility of
facility managers is the life safety of everyone who occupies their facilities.
Facility managers should never think or speak negatively about OSHA and safety
regulations. It only takes one preventable accident to realize that following safety
procedures make a difference.
(5) Communicate effectively through verbal, written, and other presentations. A
facility managers ability to be successful will be no better than his or her ability
to communicate. Facility mangers must interface with stakeholders at all levels of
the business.
(6) Demonstrate a service-oriented and marketing attitude. FM is an important
support function to any business. This means that the facility manager must
always exhibit an attitude of service.
(7) Get along well and work well with others. People follow leaders who are fair and
have a vision. They prefer to be around others who are encouraging and help them
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be better people. Being a successful team leader means that people want to follow
that leader.
(8) Have positive attitudes. No one wants to be around a grump that can only see dark
clouds and rainy day. Dynamic leaders exhibit a personality that brings light and
hope to those around them.
(9) Identify and manage risk. Facility managers always look to prevent problems;
they are proactive in solving potential problems before they happen. Good facility
managers understand quality process management.
(10) Lead others. FM is all about leadership. Facility managers are students of
leadership practices. They seek to become the best leaders they can possibly
become. They study the lives of great leaders and seek to emulate them.
(11) Listen and learn. An important part of communication and leadership is the
ability to listen and learn from others. A facility manager can never know
everything. Their ability to listen, learn and build relationships of trust will always
contribute to the successful operation of any facility or property.
(12) Manage money and budgets well. Financial performance will always be the final
consideration of whether or not a facility or property has performed well. Whether
a property is publicly or privately owned, sound financial management will
always be the bottom line.
(13) Negotiate. Negotiation is closely tied to communication and leadership. Facility
managers negotiate continually with stakeholders, in-house staff, and outsourced
service providers. Contracting services is an important part of FM.
20
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(14) Operate a separate business unit. FM departments stand alone as a business unit,
and facility managers should run the department as such. Financial officers
always seem to be considering whether in-house or outsourced facilities
management provides higher quality at a lower cost.
(15) Perform cost/benefit analysis. Decisions must always be considered from a cost/
benefit perspective. That is not to say that decisions are made strictly from this
perspective, but that it is part of the due diligence required for any decision. Such
an analysis will provide the details and the variables that should be considered in
the decision-making process.
(16) Perform quality project management services. The need for building space is
never static; it is always increasing or decreasing. Because of this, facility
managers spend the majority of their time doing project management. Being able
to deliver building space changes within budget, on time, safely and at the quality
required is critical to facility managers work.
(17) Practice correct ethics. Facility managers must always take the high road in all
their business practices. Cheating, lying, embezzling, and simple
misrepresentation not only destroys careers but also people. Facility managers
should decide now to always be ethical.
(18) Practice quality process management and improvement. FM is all about people,
processes (including technology) and place. Processes are often defined by the
place, or the facility. Facility managers are the master of the place. Facility
managers must work to incorporate quality facility places with processes so that
21
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the overall goals and objectives of work can be achieved. This work is never
done; continual improvement is the objective of every quality system.
(19) Solve problems. Facility managers must be students of the best problem- solving
theories available. Effective problem-solving involves many of the other
foundational elements that have already been mentioned.
(20) Use technology effectively. Technology is an important element of all work
processes. Technologies are tools that aid in the achievement of important
outcomes. Unfortunately, many facility managers are unaware of emerging
technologies and dont know what they dont know. This is true especially for the
older generation. Technologies will continue to play an important part of doing
more with less in the future. Facility managers must know how to adapt and use
these technologies effectively. Facility management education is going to become more important because every part of a building is becoming more complicated. Buildings will have more sensors, more dashboard reports, and more component monitoringwhich will all be managed using improved information analytics. Building analytics is currently in its infancy. To get a glimpse of where future building analytics is going, think about all the tests and procedures performed in hospitals on the human body. Just as the goal of these tests is to know every detail about every human system to prevent and repair problems, building analytics will lead to understanding every component of a building, and provide the information needed to repair and prevent problems.The twenty foundational principles discussed above should speci\ically be applied as facility managers oversee the operations and maintenance of a building. 22
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Facility operations accounts for approximately 30 percent of a facilitys budget, followed by energy and general maintenance. Cleaning comprises a large share of the operations budgets, but because it is an out of sight and out of mind component it is often under-managed. Since most janitors report that the methods they use to clean a building are the same methods they learned from their mother, education and training must become a vital part of improving the effectiveness and ef\iciency of cleaning buildings. The future of clean buildings must not just involve a visual inspection, but must incorporate many types of analytics, including indoor air quality, environmental wellness, infectious disease, absentee rates, human interaction, vaccinations, sick-building syndrome red-\lags, better \iltration, etc. There is so much that can be done to improve indoor environments, and better managing cleaning practices is a cost-saving place to start.
23
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Chapter 3: Cleaning as We Know It Today
3.1 Cleaning From an Historical Perspec6ve
Throughout history there is evidence of people's desire for cleanliness. One of the
earliest civilizations to implement cleaning and sanitation techniques were the Romans.
The city of Rome had elaborate bathhouses for personal hygiene, along with sewer and
drainage systems for improved city health. Throughout time, cleaning has been plagued
with the same question, Do we clean for health or for appearance? Unfortunately, most
organizations are concerned mainly with appearance. Cleanliness is usually determined
by how a surface or item appears visually.
While cleaning for appearance is important, focus also needs to be on disinfecting
and sterilizing surfaces and objects for health. A disinfectant is a chemical agent that
24
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destroys pathogenic microorganisms.15 A sterilizer is an agent or device that destroys
all living things, including vegetative bacteria, spores, fungi, and viruses39 Businesses
must be cleaned for both appearance and health. It is important that both methods are
analyzed and engineered in order to ensure productivity and health. The following
highlights organizations and methods that led to better cleaning for health or appearance,
or both.
ISSAThe Worldwide Cleaning Industry Association
The Worldwide Cleaning Industry Association (ISSA) is a nationally recognized
organization that works on developing better cleaning standards. This eighty-nine-year-
old organization has undergone many changes over the years to become one of the
world's leading cleaning advisors. Below is a brief highlight of how it began and evolved
to where it is today.
Alfred Richter founded the National Sanitary Supply Association in 1923.
Although it started with just a few members, it soon grew into a worldwide organization.
In 1966, in order to reflect its growing international membership, the association
changed its name to the International Sanitary Supply Association.16 Then in 2005 the
association joined with other cleaning service providers and changed its name to ISSA
The Worldwide Cleaning Industry Association.41
25
15 Walker, J. P., & Campbell, J. (2005). Microbiology for cleaning workers simpli\ied. (2011 ed.). Salt Lake City: Design Type Service.16 ISSA.com. (2012). Retrieved from http://www.issa.com/?id=association_history&lg=
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Having consistent cleaning standards with measurable results is important. To
assist in this, the ISSA created the Cleaning Industry Management Standard (CIMS).17
The purpose of this certification is to set forth the policies, processes, procedures and
supporting documentation that guide cleaning organizations in establishing customer-
centered organizations.42 In other words, the goal of the program is to help companies
deliver consistent, quality services.42 While theCIMS certification sets standards for
cleaning and helps to optimize results, it does not focus on sanitationkilling the
bacteria and organisms that may be contaminating surfaces.
APPA
APPA is an international association dedicated to maintaining, protecting, and
promoting the quality of educational facilities.18 It helps facility professionals make their
institutions more inviting to all who visit, work or attend classes on campus, which
affects retention and success. APPA promotes excellence in the administration, planning,
design, construction, maintenance, and operations of educational facilities.43 APPA was
founded in Chicago in 19144 and was originally called the Association of
Superintendents of Buildings and Grounds.43 In 1991 APPA changed its name to The
Association of Higher Education Facilities Officers. In 2005 the association began
identifying itself simply as APPA, so not to exclude any educational institutions.43
APPAs cleaning guidelines mainly focus on cleaning for appearance. In its book,
Custodial Staffing Guidelines, it outlines five levels of appearance, and how they are
26
17 Cleaning Industry Management Standard. (2009). Retrieved from http://hawaii-ieha.org/CIMS.pdf18 About APPA. (2012). Retrieved from http://www.appa.org/aboutUs/
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determined. The criteria for each level are based on the physical appearance of the
surface or area being inspected.
EPAEnvironmental Protection Agency
The EPA is the United States government agency tasked
with the responsibility of developing and enforcing regulations to
protect both people and the environment. When Congress writes
an environmental law, it is the responsibility of the EPA to enforce
and regulate that law. Through them, companies and individuals can know what is and is
not acceptable in regards to the environment.
The EPA was established in 1970 to consolidate into one agency a variety of
federal tasks, such as research, monitoring, standard-setting, and enforcement activities
to ensure environmental protection.44
The EPA has released numerous guidelines regarding green products and how to
determine which to use. The problem with these guidelines is that they do not consider
whether these green products are as effective at killing germs as proven products; the
main consideration is if they are better for the environment. While protecting the
environment is important, it is just as important to protect the inhabitants of buildings
from dangerous bacteria and viruses. Unfortunately, many of the green products currently
on the market are simply water with food coloring.
27
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3.2 Janitorial Contracts
Another area that could contribute to more effective cleaning would be the
standardization of janitorial contracts. Janitorial contracts are used in every sector and
facility. Whether a cleaning service is outsourced or performed by in-house employees,
janitorial contracts are used to outline cleaning processes, frequencies, and outcomes.
Some achieve this result better than others. Five organizations from different industry
sectors were researched to determine the structure and content of janitorial contracts.
Some areas were similar, while others were quite different. The main points of each are
outlined below.
ManageMen
ManageMen19 is a cleaning consultation company. It has various contracts on file
to fit the needs of a broad scope of facilities and janitorial work. All contracts had the
following common elements:
(1) Cleaning company introduction and summary
(2) General conditions are detailed, including quality, personnel, training, rules,
supervision, billing, etc.
(3) Work specifications citing specific examples of how the building will be
cleaned, as well as cleaning frequencies and desired outcomes.
28
19 Janitorial Contract, Jill Melton, Managemen. Received 5.17.10.
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International Facility Management Association (IFMA)
IFMA is an association for facility management professionals with more than
20,500 members in seventy-eight countries. The janitorial contract sample used was
retrieved from the Kansas City Chapter of IFMA.20 This contract is more in-depth than
the previous contract discussed; it is nineteen pages long.
(1) Bid specifications and general cleaning requirements. This outlines the
contractors requirements, i.e., equipment and supplies, highly trained and
proficient staff, frequency of cleaning, etc.
(2) Supervisory requirements. This states a strong supervisory support group will
be provided to assure that high quality standards are maintained. Contractors
must provide a site supervisor as well as a quality control supervisor. Training
is to take place at the contractors expense.
(3) Details of general cleaning requirements and employee expectations. It
reiterates the contractor is responsible for supplies as well as any damage
caused by the chemicals or supplies.
(4) Services provided. This details the various areas to be cleaned and the
cleaning frequency.
The main point that differentiates this contract is in detailing what the contractor
will and will not be responsible for.
29
20 Bid Speci\ications for Janitorial Service, IFMA, Kansas City. Retrieved May 17, 2010 from http://www.kcifma.com/documents%5Csamplebidspeci\icationsforjanitorialservice.doc
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Novell
Novell has offices across the United States and Austria. Its janitorial contract
outlines the cleaning requirements and frequencies for elevators, bathrooms, office areas,
and all other areas of the building. The opening statement of this contract is interesting. It
reads, "It is the intent of this Agreement that the Project be kept neat and clean at all
times in accordance with the standards of cleanliness found in other first-class office
complexes in the Wasatch Front area.21 The contract refers to standards of cleanliness, which must refer to an unwritten guideline for the area. It is also interesting to note the verbs used to describe a given task: clean, dust, vacuum, etc. While this terminology is acceptable, it speci\ies no result and leaves room for personal interpretation. City of Redmond, WA
Another contract examined was written by the City of Redmond, Washington,
which is provided on their city website. The sections included are:
(1) Explanation of awarded contract. Because it is a document written for public
viewers, the first portion of the contract explains why the city awarded the
cleaning contract to a certain company: "Overall feedback on contractor
performance has been positive during the past several years with the City
experiencing the least amount of quality issues with this service provider than
30
21 Janitorial Contract, Mark Woods, Novell. Received 5.14.10
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with any other contracted janitorial cleaning service provider the City has
used.22
(2) The next sections outline the scope and completion of work, and policies for
payment, changes, disputes, and termination. National holidays are noted.
(3) As required by OSHA, Material Safety Data Sheets (MSDS) are explained
along with how to implement them. MSDSs must also be presented in every
language spoken by the employees.
(4) Safety issues, background checks and accountability are then discussed.
(5) The next section outlines the actual tasks to be completed along with the
frequencies.
(6) The final sections are provisions and amendments to the agreement that have
been made since the first edition was written.
Kansas Department of Administration23
While overall content of this agreement is similar to the others referenced, there
were a few differences.
(1) All the changes were placed at the beginning of the document. Since the
original contract was written in 1993, many adjustments have been made.
(2) A Quality Assurance Form was referenced, requiring the inspections to be
completed to ensure quality of work. It then details how the contract may be
31
22 Janitorial Service Cleaning Agreement, City of Redmond. Retrieved May 17, 2010. Retrieved from http://222.redmond.gov/insidecityhall/citycouncil/20071204pdfs/C9.pdf23 Addendum, Kansas Department of Administration. Retrieved May 14, 2010, from http://www.da.ks.gov/purch/contracts/ContractData/08085.doc
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terminated. "The contractors failure to maintain overall cleaning performance at
or above the required standards during any month of the probation may result in
contract cancellation."
The janitorial contracts explored from these five industries show similarities in
that most detail the tasks expected in each area along with the required frequency. Where
major differences occurred were in the areas of clear expectations and accountability.
Several stated rather vague expectations, such as: A supervisory support group will be
provided to assure that high quality standards are maintained (IFMA); and The project
is to be kept neat and clean at all times in accordance with the standards of cleanliness
found in other first-class office complexes (Novell). These both refer to an unclear
standard. The interpretation of each task is left up to the discretion of a supervisor or
cleaner in determining if an area is acceptably clean. However, two contracts offered
more exact measurement statements: ManageMen details how the building will be
cleaned along with the desired outcomes; and Kansas Department of Administration
includes a Quality Assurance Form with its contract, which specifies expected quality and
frequent inspections. It also states, "The contractors failure to maintain overall cleaning
performance at or above the required standards . . . may result in contract cancellation."
The contracts illustrate that cleaning standards are often unclear and subjective.
Fortunately, when procedures and outcomes are clearly specified, cleaning results
improve.
32
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3.3 Measuring Janitorial Produc6vity
Another area that is difficult to measure is janitorial productivity. Organizations
usually establish some type of measurement device, but there is no industry-wide
acceptable method. Several websites were searched to determine methods for measuring
productivity, including The National Education Association of Health Information
Network,24 HealthyCleaning.com,25 the Occupational Safety and Health Administration
(OSHA),26 and the Environmental Protection Agency.27 Many of these resources had
excellent information on custodial safety, but none contained information pertaining to
cleanliness standards or measures of janitorial productivity.
In addition to website searches, personal interviews were conducted with industry
experts. Most had never heard of an industry-wide janitorial productivity standard. Brian
Stewart,28 a custodian manager who has worked in healthcare facility management and
similar facilities for more than twenty years, developed his own standards. Stewart
measures productivity by:
(1) Making checklists for each area and its designated cleaning worker. Several
times a week he reviews an area with the assigned cleaner, reviewing each
check point. He then rates the performance of each task. If an employee
33
24 NEA Health Information Network. (2010). NEA Health Information Network. Retrieved from http://www.neahin.org25 Healthy Cleaning. (2010). Healthy Cleaning - a guide to green cleaning: non toxic products for home and of\ice. Retrieved from http://www.healthycleaning.com26 Occupational Safety and Health Administration. (2010). Occupational Safety and Health Administration. Retrieved from http://www.osha.gov27 U.S. Environmental Protection Agency. (2010). US Environmental Protection Agency. Retrieved from http://www.epa.gov28 Stewart, B. (2012, February 12). Interview by E. B. Braziel [Personal Interview].
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consistently underperforms, he or she is reprimanded, and if no improvement
occurs, the employee is terminated.
(2) Performing a white light test. Stewart writes on a surface with an invisible
marker. After the employee has cleaned the area, he checks the surface by
running a white light over the surface. If the date is still there he knows the area
was not cleaned properly.
Stewart said a major hindrance to productivity is lack of funding. Often, when
budget cuts occur, cleaning is an area seen as inessential. Thus many janitorial
departments are understaffed and underfunded. This leads to not expecting janitors to
clean and perform as well as they could and should.
An article in Campus Facility Maintenance points out how difficult it is to deal
with budget cuts. Author Michael Wilson states when budgets are cut, expectations are
lowered. The article then shared how this problem was addressed in a school with careful
allocation of resources and careful management. Through zone cleaning and
implementing ideas from industry experts, the cleaners were more efficient in their use of
time and therefore became more productive.29
Another way to increase productivity when experiencing decreased funding is to
balance quality and cost. This can be applied to areas, such as determining whether
individual or team cleaning is more efficient, using the right equipment, ensuring proper
training with assistance from standard operating procedures (SOP), giving clear
instructions, and inspecting then streamlining cleaning processes.
34
29 Wilson, Michael. (2004). Balancing Act. Campus Facility Maintenance.
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A foundation for janitorial productivity was given in the book, Custodial Staffing
and Guidelines, published by APPA.30 This book details factors that influence a employee
productivity. One of the key ways to increase productivity is instilling ownership.
Ownership is basically the reliance upon each individual to perform to the best of their
abilities on a routine basis, and having the responsibility to recognize and complete all
necessary tasks satisfactorily. This point, although difficult to quantify, has great impact.
As an employee takes pride in his or her work, and shares a sense of ownership and
responsibility with others in the company, the employees desire to perform increases.
A method of measuring productivity that is widely used in the cleaning industry is
cost-per-square-foot. John Walker of ManageMen shared the challenges with the
reliability of this method. A cleanable square foot of a building could mean a plethora of
different things. Walker pointed out where discrepancies could occur by asking, "Are the
tops of the books on the shelves cleanable square feet? Are the inside and/or outside of
the windows in a room part of the cleanable square footage? Do you include all table
surfaces as well as the floor area?"31 These and other examples of uncertainties may be
included in the calculation. Walker points out that in order for cost-per-square-foot to be
an accurate measure of productivity, details of cleanable surface space must be outlined
in each job specification, otherwise the measure is useless.
35
30 APPA, (2012) APPAs Five Levels of Clean. Retrieved from http://www.local39training.org/courses/support/LEED/course4/APPA_Five_Levels_of_Clean.pdf31 Walker, J. (2012, February 2). Interview by E. B. Braziel [Personal Interview].
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3.4 Lack of a Cleaning Standard
Research revealed numerous methods for measuring janitorial productivity, such
as visual inspections, frequency of cleaning, janitorial management software, and the
benchmarking by cost-per-square-foot of area cleaned. Federal organizations such as
OSHA give laws and guidelines for safety in the workplace, and the EPA gives measures
for products that are safe on the environment. However, researchers could not find a
measure that effectively rated a buildings cleanliness other than for appearance.
Guidelines and measurements for determining a buildings cleanliness in regards to
health and sanitation are much needed.
36
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Chapter 4: Cleaning Products, Safety, and the Environment
4.1 Cleaning Products
While cleaning products abound, information on the contents of such products is
scarce. Unlike foods, consumers cannot simply look at the back of a cleaner and know
what it contains. The US Food and Drug Administration regulates food, beverages or
drugs that are meant to be ingested.32 The US Environmental Protection Agency
regulates chemicals, but requires that manufacturers only list ingredients that are active
disinfectants or potentially harmful.1 According to Sloan Barnett, a consumer advocate,
The government only requires companies to list chemicals of known concern on their
37
32 Scienti\ic American. Corporate Whitewash?: Why do Cleaning Product-Makers Keep Most of Their Ingredients Secret?
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labels . . . The fact is that the government has no idea whether most of the chemicals used
in everyday cleaning products are safe because it doesnt test them, and it doesnt require
manufacturers to test them either.45
What we know and false claims
Cleaning products are to be used with care and caution; the backs of most
cleaning agents contain warnings regarding improper use. Consumers assume if they
follow the directions on cleaning labels, their homes will be cleaner and healthier. With
the push for more green cleaning products, many manufacturers are producing
environmentally sensitive cleanersclaiming their green products contain fewer harsh
chemicals and are just as effective other cleaners. Unfortunately, most of these green
products contain nearly seventy-eight percent water and are not as effective as their non-
green counter parts. Claims have been brought against companies such as Clorox for
misrepresenting products. Most recently the National Advertising Division (NAD) told
Clorox to either discontinue or modify their advertisements for Clorox Green Works, on
the grounds that the cleaners actually do not work as well as traditional cleaners.33 It was
the opinion of the NAD that an average consumer could misperceive the Clorox Green
38
33 National Advertisement Division. NAD Examines Clorox Green Works Claims, Following Challenge by Method Products. http://www.nadreview.org/nadcontent/pressdoc/5089PR.pdf
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Works as being a disinfectant because of the language used in the advertisement. This
type of advertising is referred to as greenwashing.
Greenwashing
Greenwashing is a continually growing trend where companies claim their
products or practices are environmentally friendly, but in actuality are not. The driving
factor for this is that environmental advertisingin the United States at leastis not
tightly regulated.34 The only organization with the responsibility to prevent false
advertising is the Federal Trade Commission (FTC). While the FTC attempts to stop
illegitimate claims, consumers must accept responsibility to understand what they are
buying. One challenge to this is that companies are not always forthright in their dealings
with the consumer. Richard Dahl, author of Greenwashing: Do You Know What Youre
Buying? shares the seven sins of greenwashing (or how companies are deceptive about
their products).
39
34 Richard Dahl. Greenwashing: Do You Know What Youre Buying? Retrieved from http://ehp03.niehs.nih.gov/article.info%Adoi%2F10.1289%2Fehp.118-a246
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(1) Sin of the hidden trade-off: A product is green based
on an unreasonably narrow set of attributes.
(2) Sin of no proof: An environmental claim that has no
proof.
(3) Sin of vagueness: Claims that are poorly defined or
broad and can cause misunderstanding.
(4) Sin of irrelevance: Claims that are truthful but not important or helpful for
consumers.
(5) Sin of lesser of two evils: Claims that are true but intentionally distract from
health or environmental impacts.
(6) Sin of fibbing: Making false claims.
(7) Sin of false labels: False labels or certifications on products.
Discovering the truth about products can be daunting; for this reason consumer-
advocate groups have published helpful websites like greenerchoices.org.35 This website
is sponsored by Consumer Reports, and provides information about many different
products, including cleaners. It informs consumers about the labeling of products and
how best to determine what to use.
Lawsuit to disclose ingredients
Until recently, it was nearly impossible to find what ingredients were in cleaners.
This changed because of a 2010 New York court case where consumer-advocacy groups
brought a lawsuit against several major household cleaning manufacturers for not
40
35 Consumer Reports, (2012). Retrieved from http://www.greenerchoices.org
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disclosing the ingredients in their cleaners. In response to the lawsuit, companies began
voluntarily posting cleaner ingredients on their websites. Though still not listed on labels,
consumers can at least find ingredients on websites now.
What's inside?
While the court case in New York has prompted cleaning companies to post their
ingredients, it is not an end-all solution. Only the major ingredients are currently listed.
Furthermore, the quantities of each ingredient are not provided and several components
such as fragrances are not listed in detail. Additionally, reading the name of a chemical
and knowing what it does are two different things. It is important that organizations
properly research the potential benefits or hazards of the cleaners they use. Below is a list
of several major brands and where to find what is contained inside various cleaning
products.
Clorox products: http://www.thecloroxcompany.com/products/ingredients-inside
SC Johnson products: http://www.whatsinsidescjohnson.com
Simple Green: http://www.simplegreen.com/pdfs/MSDS_EN-US_AllPurposeCleaner.pdf
Mr.Clean: http://www.kernair.org/Documents/MSDS/mr%20clean.pdf
41
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Watchdog groups and consumer protection
Many groups and organizations have joined forces to persuade cleaning
companies to be more forthcoming with the ingredients in their products. Some are
focused on providing information and help to consumers while others are more action
oriented. Some of the organizations affecting change are Earthjustice, Womens Voices
for the Earth, and Growing a Green Family. A description of each is listed below.
Earthjustice
Earthjustice36 is a non-profit law firm based in San Francisco, California. It was
in part due to their help that the lawsuit in New York was made possible, causing
increased attention towards cleaning product companies. This increased publicity was a
factor that motivated companies to post the ingredients of their products online.
Earthjustice was founded in 1971 as the Sierra Club Legal Defense Fund but changed its
name to Earthjustice in 1997.
42
36 Earthjustice. (2013) http://www.earthjustice.org
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Women's Voices for the Earth (WVE)
As stated on its website, Womens Voices for the Earth is a national organization
that works to eliminate toxic chemicals that impact womens health by changing
consumer behaviors, corporate practices, and government policies.37 The organization
provides information regarding cleaning products, cosmetics, salons, and other household
chemicals. It was founded in 1995 in Missoula, Montana, by a group of womens
activists. For its first ten years of operation, WVE focused on state-based initiatives in
Montana. Now it works to protect health in the United States, focusing on eliminating
toxic chemicals that contribute to breast cancer, birth defects, asthma, infertility, learning
disabilities, childrens cancers and other illnesses.
Growing a Green Family (GGF)GGF,38 written by Jennifer Chait, is one of hundreds of blogs written by consumers containing information on everyday products. It provides consumer
information, as well as a place for comments, and links to other blogs or websites.
Additional organizations for cleaning products
There are always organizations and groups for both sides of an argument. While
the group for non-disclosure of cleaning ingredients is smaller, it is important to note
advocates of both sides. The American Cleaning Institute is one such organization.
43
37 Safe Cleaning Products. (2010). Retrieved from http://www.womensvoices.org/making-products-safe/safe-cleaning-products/38 Growing a Green Family (2012). Retrieved from http://growingagreenfamily.com/jennifers-current-blogs/
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American Cleaning Institute (ACI)
The ACI is Home of the US Cleaning Products Industry, representing
producers of household, industrial, and institutional cleaning products, their ingredients
and finished packaging.39 This includes over 100 manufacturers who make about ninety
percent of all the cleaning products in the United States. Their goal is advancing public
understanding of the safety and benefits of cleaning products, and protecting the ability of
its members to formulate products that best meet consumer needs.39 The ACI does not support the disclosure of cleaning product ingredients and believes it is unnecessary,
unworkable, and would further strain scarce taxpayer resources.39 The ACI has been around since 1926, but was then known as the Soap and Detergent Association (SDA).
Air pollutants from cleaners
A research study conducted at Berkeley in May of 2006 found that indoor
cleaning products could emit toxic pollutants. The researchers selected twenty-one
products from major retailers, particularly those containing significant amounts of
terpenes and ethylene-based glycol ethers.40 The study reports that when cleaning
44
39 ACI Background. (2012). Retrieved from http://www.cleaninginstitute.org/about/aci_background.aspx40 Study warns of cleaning products risks. (2006). Retrieved from http://berkeley.edu/news/media/release/2006/05/22_householdchemicals.shtiml
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products are used under ordinary circumstances, the exposure to harmful substances
would not exceed guideline values. However, when high percentages of ozone is in the
air, or when working in confined spaces such as bathrooms, exposure can be greater than
recommended. The most important findings from the research are:
When cleaning, especially in smaller areas, make sure there is proper ventilation
during and after cleaning.
Avoid cleaning when outdoor ozone/smog levels are high.
To prevent injury, products should be used as directed, such as used at diluted
strength as opposed to full strength50
4.2 The Eects of Cleanliness on Indoor Air and Environmental Quality
A study published in Indoor Air stressed the importance of cleaning. The
researchers of the study set out to see if indoor air pollution had an impact on the
productivity of building occupants. Control groups of six female subjects each were
assigned to work in a clean environment, and experimental groups were assigned to areas
that had the addition of a twenty-year-old carpet acting as a pollutant. The experimental
45
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groups had significantly higher levels of sickness and significantly lower levels of work
performance compared to the control groups.41
A study that looked at the benefits of a clean environment in a school setting was
conducted by Dr. Berry at Charles Young Elementary School in Washington, D.C., in
2002. Dr. Barrys research revealed that a clean environment contributes to the health of
the student, which is the state of complete physical, mental, and social well-being. A
cleaning system should enhance the well-being of students, staff, and others.42
Another body of research that shows the impact of building cleanliness on health,
compared twenty-four schools with visible moisture and mold problems to eight non-
damaged schools. The mold and moisture had an adverse affect on building occupants,
especially in contaminated schools constructed of concrete or masonry.43
The research review, Do Indoor Pollutants and Thermal Conditions in Schools
Influence Student Performance? showed that nitrogen dioxide (a common indoor
pollutant derived from combustion processes, such as unvented combustion appliances,
vented appliances with defective installations, tobacco smoke and welding44), reduces
school attendance. It also showed that low ventilation adversely affects student
performance.45
46
41 Wargocki, Pawel, Fanger, P. Ole, Clausen, Geo, Baik, Yong K. & Wyon, David P. (1999). Perceived Air Quality, Sick Building Syndrome (SBS) Symptoms and Productivity in an Of\ice with Two Different Pollution Loads. Indoor Air, 165-79 (9.3), 165-79.42 Berry, Michael A. (2002). Healthy School Environment and Enhanced Educational Performance: The Case of Charles Young Elementary School Washing, DC. Retrieved from http://www.carpetrug.org/pdf_word_docs/020112_Charles_Young.pdf43 Meklin, T., Nevalainen, A., Moschandreas, D., Hyvrinen, A., Halla-Aho, J., Koivisto, J., Vahteristo, M., Husman, T. & Vepslinen, A. (2002). Indoor Air Microbes and Respiratory Symptoms of Children in Moisture Damaged and Reference Schools. Indoor Air, 12.3, 175-83.44 Environmental Protection Agency (EPA). (2012). An Introduction to Indoor Air Quality. Retrieved from http://www.epa.gov/iaq/no2.html45 Mendell, Mark J. & Heath, Garvin A. (2010). Do Indoor Pollutants and Thermal Conditions in Schools In\luence Student Performance? A Critical Review of the Literature. Indoor Air 15.1, 27-52.
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4.3 Conclusions
Overall, there are many ways for consumers to obtain information regarding
cleaning products, it just requires a bit more effort than reading a label. Proper cleaning
and correct usage of cleaning products will lead to improved health and performance.
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Chapter 5: Engineering and Process Management
5.1 The Importance of Engineering
Engineering is defined as The application of science to the optimum conversion
of the resources of nature to the uses of humankind . . . [or] the creative application of
scientific principles.46 Engineer Theodore von Krmn (knows as the architect of the
space age)47 described science as the study of what is and engineering as the study of
what never was. Engineering serves the purpose of uniting technological advances and
innovations with practical application.
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46 Engineering (science). (2012) Encyclopedia Britannica. Retrieved from http://www.britannica.com/47 Petroski, Henry. (2010). The Essential Engineer: Why Science Alone Will Not Solve Our Global Problems. Knopf Doubleday Publishing Group.
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An example of this occurred in 1994 when parts of Comet Shoemaker-Levy 9
collided with Jupiter. The amazing brilliance of the explosions that resulted was clearly
visible through small telescopes and even outshone the planet. The explosions were
estimated to have had more magnitude than all of the atomic bombs in our world. This
event brought up a concern to the National Aeronautics and Space Administration: What
would happen if such a collision happened on earth? This problem was presented to
engineers who then set up satellites and other devices to detect and find any object that
was headed for a collision or close encounter with earth. It was through engineering that a
plausible and working solution could be made.
5.2 An Historical View of Engineering
As technology, science, and information in general increase worldwide, it
becomes more vital that engineers find ways to protect the health and safety of the
masses. A 2008 Chinese milk incident was one of many food-related fiascos that showed
some concerns with growing technology. A milk additive was discovered that would
make dairy products appear to contain more protein. This chemical, called melamine,
passed the standard lab tests, but was later discovered to be harmful to the body. Three-
hundred thousand babies became ill and six died after ingesting melamine.48 If
engineering had been incorporated with science in the testing of melamine, it may have
ensured the safety of the product before it was released for public consumption.
Research and development (R & D) is part of both science and engineering.
Research is the science side of engineering that deals with the discovery of how things
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48 2010. China dairy products found tainted with melamine. BBC News Asia-Paci\ic. July 9. Retrieved from http://www.bbc.co.uk/news/10565838
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function in the universe. Many research labs prior to World War II were set up with the
goal of simply exploring science. This was the style at Corning labs. A chemist with more
than forty patents described the process: We were given absolute control over what we
worked on. We were just there and spent the day doing our darnedest to dig up something
new and no one directed us to what we should be working on and put a time limit or
anything of that nature.49 This method of R & D ended with the start of World War II, or
what has been called the scientists war.
In 1939, Albert Einstein along with other scientists wrote a letter to President
Franklin Roosevelt to inform him of the potential energy and possible harm that lay in
Uranium50. Afraid Germany would harness uranium first, Roosevelt responded by
forming the Manhattan Project, an R & D program that produced the atomic bomb that
ended the war. In 1941 a Senator named Harley Kilgore advocated that government
funding should go towards R & D. He proposed that the furthering of science would lead
to many improvements in society that would benefit everyone.
This system worked for a while, promising results from the information and
knowledge that was being gained from the research. But not much happened until the
Russians launched Sputnik in 1957.51 Suddenly direction was required in the
government-funded research. It was not enough to solely understand what the Russians
had done. Practical application of knowledge was needed as well. In this instance, the
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49 Petroski. Henry. (2010) The Essential Engineer: Why Science Alone Will Not Solve Our Global Problems. Knopf Doubleday Publishing Group50 Einstein-Szilrd letter (2012). Retrieved from http://en.wikipedia.org/wiki/Einstein-Szilrd_letter51 Petroski, Henry. (2010) The Essential Engineer: Why Science Alone Will Not Solve Our Global Problems. Knopf Doubleday Publishing Group
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emphasis began to shift to development. The accepted notion of scientific research to
discover truths began to be seen as incomplete. Vannevar Bush, who had helped in the
design of the research system, began to question what had been done.52 It began to be
evident that science and engineering needed to be together like when the atomic bombs
were formed, unity of research and development as two equals was crucial.
The most recent change in the world of engineering occurred in the 1970s. During
this time period private funding of research exceeded government funding. Since that
time, the gap has continued to grow as the value of science and engineering together has
been used for many industries to gain the advantage and excel in one way or another.
Those who can allocate funding to the right type of technology and engineering will see
substantial increase in their respective industries.
5.3 Engineering in the Future
With research done in almost every field of study, what remains to be done?
With rapid increases in technology in the past few decades, the amount of information
available in the world is astounding. Perhaps greater application of engineering to
information technologies and science would lead to new findings.
The book, Engineering in History,53 points out a few things that are preventing
the increase of useful products. One is the vision of engineering and what it is compatible
with. It is customary to think of engineering as a part of a trilogy: pure science, applied
science, and engineering. This trilogy is only one of a triad of trilogies into which
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52 Petroski, Henry. (2010). The Essential Engineer: Why Science Along Will Not Solve Our Global Problems. Knopf Doubleday Publishing Group53 Kirby, R.S., Withington, S., Darling, A.B., and Kilgour, F.G. (1990). Engineering in History (Dover Civil and Mechanical Engineering. Dover Publications
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engineering fits. The second is economic theory, finance, and engineering; and the third is
social relations, industrial relations, and engineering. Many engineering problems are as
closely allied to social problems as they are to pure science.
Communication is one of the biggest issues that is involved with the growth of
technology. With the over abundance of information today, it is difficult to process it all,
let alone understand when it is useful. Because every area of an organization must work
together, the engineering needed to fix problems must take into account the
communication within a group. This is complicated by the diverse jargon that is used in
different professions and areas within an organization. The problem is highlighted in the
book, The Essential Engineer: Why Science Alone Will Not Solve Our Global Problems,
when author Henry Petroski quotes Charles Percy Snow. In our society (that is,
advanced western society) we have lost even the pretense of a common culture. Persons
educated with the greatest intensity we know can no longer communicate with each other
on the plane of their major intellectual concern. This is serious for our creative,
intellectual and, above all, our moral life. It is leading us to interpret the past wrongly, to
misjudge the present, and to deny our hopes of the future. It is making it difficult or
impossible for us to take good action.54 Clear communication is vital to harnessing
information and helping organizations progress.
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54 Petroski, Henry. (2010) The Essential Engineer: Why Science Alone Will Not Solve Our Global Problems. Knopf Doubleday Publishing Group
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5.4 What Is an Engineered Process?
A process is described as a natural phenomenon marked by gradual changes that
lead toward a particular result.55 Another definition states a process is a series of
actions or operations conducing to an end; especially a continuous operation or treatment
especially in manufacture.56 Considering both of these definitions makes it clear why
engineering processes are key to a businesss success. The industry and profit that have
been achieved is a result of mastering and perfecting the processes used in
manufacturing. This is how Henry Ford was able to make mass-produced, inexpensive
cars available to the public. With the exception of the cleaning industry, analyzing and
improving processes is how most major industries are run today. The key is to link
engineering with processes to develop efficient and effective systems.
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55 Process. (2012) The Encyclopedia Britannica. Retrieved from http://www.britannica.com/56 (2005). Merriam-Websters Collegiate Dictionary, Eleventh Edition. Merriam-Webster, Incorporated. p. 990
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Chapter 6: The Practice of Lean and Quality Management
6.1 What is TQM?
Total Quality Management (TQM) refers to a management system that consists of
values, disciplines, tools, and methodologies, all used to ensure customer satisfaction and
reduce the amount of resources needed. TQM is a culture that embraces efficient and
effective practices, and values quality products and services. A TQM culture often
requires a radical shift in job design where emphasis is placed on innovation, creativity,
and problem solvingall aimed at maximizing the quality of output more than the
quantity of output. It also requires the dedication and cooperation of all divisions and
departments, at all levels of an organization. Employees must understand the
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fundamentals of TQM; they need to understand their efforts contribute to the success of
the company.
An important aspect of employee dedication is employee empowerment. Effective
managers empower employees, allowing them to solve performance problems on their
own. TQM companies are committed from the top on down. The corporate culture is built
on shared dedication to improve quality and customer service through waste reduction
and continual improvement.
There are several different methodologies and practices used to create a TQM
culture in various