Like athletes who follow established rules to score points or reach a finish line, cleaning professionals follow established protocols to remove unwanted matter from facility surfaces. While referees measure and assess the athletes’ performance, cleaning managers and customers judge, measure, and evaluate cleaning performance based on a scope of work (aka, the finish line).
Take aim and set standards
Famed business “coach” W. Edwards Deming, the American business theorist and management consultant, taught post-World War II Japanese businesses, notably Toyota, how to reach their
goals using a systems approach.
Deming taught that performance protocols are based on a system’s goal or aim. Using the analogy of cleaning a table, he demonstrated how the same task can be done differently depending on an
organization’s aim. For instance, cleaning a table for serving food in a restaurant would require different steps compared to cleaning a table in a hospital’s operating suite.
Deming also taught the importance of standardizing systems by creating standard operating procedures (SOPs) based on a well-defined aim or goal for consistent results.
Cleaning SOPs outline how the in-house cleaning staff or the building service contractor (BSC) operates, detailing what is done, how often it is done, and by whom. SOPs also specify methods for measuring cleaning results.
Ask questions, apply criteria
Similar to judges and referees assessing teams at sporting events, facility professionals ask questions and apply criteria to assess their housekeeping team’s cleaning performance. They consider eight factors:
- Completeness: How well did the team cover all the areas and surfaces that needed to be cleaned? Did they miss any spots or leave any dirt behind?
- Effectiveness: How well did they remove unwanted matter from surfaces? Did they use the appropriate tools, techniques, and chemicals for the type of dirt and surface?
- Speed: How quickly did the team complete the cleaning task? Did they meet or beat the expected time for the task? Did they balance speed and quality?
- Safety: How well did workers follow the safety rules and regulations for the cleaning task? Did they wear the proper personal protective equipment (PPE) and handle the chemicals correctly? Did they avoid injuries or accidents?
- Sustainability: How well did the team minimize the environmental impact of the cleaning task? Did they use green products and practices? Did they reduce waste and conserve resources
- Budget: Does the process remove or add costs to the system? What are the short-term versus long-term fiscal impacts?
- Ambient environments: Does the process impact indoor air quality? How quiet or noisy is it? Does it add chemicals, particles, respiratory irritants/sensitizers, or petrochemical-derived fragrances to the indoor space? Does it have undesirable side effects related to ergonomic, particle, or chemical exposure?
- Customer satisfaction: Are customers happy with the cleaning as defined by the scope of work? Would customers be happier if the scope were expanded?
Look closely at performance
When scoring figure skating, judges look closely at the difficulty and execution of spin combinations, such as a triple axel or double lutz. They also consider the skaters’ step sequence as well as their level of artistry and innovation.
When cleaning team managers and facility professionals judge cleaning performance, they use eight measuring elements:
- Visual inspection is the simplest and most subjective method of assessing cleaning effectiveness. It involves looking at the surface or object before and after cleaning and judging whether it appears clean or not. Visual inspection can help detect obvious changes, such as the removal of visible dirt, dust, or stains. Still, it cannot detect microscopic or invisible substances, such as bacteria, viruses, and mold spores. Using an invisible-ink fluorescent marker on surfaces prior to cleaning and then making a visible inspection using a black light after cleaning can detect which areas have been cleaned and which have not.
- DNA reactant involves spraying the surface with a chemical marker that reacts with the DNA of specific microbial contaminants, taking images of the results with a UV light camera, and then uploading the images as visual proof of where germs remain after cleaning. A DNA-reactant system can be handy but may require specialized and costly equipment and expertise, though systems can be leased to reduce costs.
- Colorimetric tests use a color indicator that changes color when it reacts with a specific substance. For example, a colorimetric test can be used to detect the presence of blood, protein, or detergent residues on a surface or object. Colorimetric tests can be more objective and sensitive than visual inspection, but they can also be affected by numerous factors, such as the background color of the surface or object, the lighting conditions, and the interpretation of the color change.
- Microbiological tests measure hygienic effectiveness by using a microbiological indicator or growth medium to show the presence or absence of microorganisms—such as bacteria, fungi, or viruses—on a surface or object. Examples of these tests include Replicate Organism Detection and Counting (RODAC) plate sampling and fungal enzyme detection. Microbiological tests can be very accurate and reliable, but they can also be costly, time-consuming, and require specialized equipment and expertise.
- Chemical tests use a chemical indicator to show the concentration or activity of a chemical substance on a surface or object. A chemical test can be used to measure the pH, hardness, or chlorine level of water or the amount of detergent residue on an object. For example, adenosine triphosphate (ATP) meters detect the presence of organic soils on surfaces by detecting ATP
found in food residues, body fluids, and other organic matter. While chemical tests can be useful, they can also be influenced by other chemicals, temperature, or pH. - Particle counters measure airborne particles sized from 0.1 to 10 microns. A hand-held particle counter can reveal whether a sealed-body vacuum cleaner is releasing dust by measuring air being drawn into the vacuum and then measuring the exhaust air. Tabletop particle counters are useful for long-term monitoring of indoor areas to detect patterns, peaks, or spikes. For example, a period of elevated airborne dust detected when staff is cleaning may indicate they are using inefficient dusting methods (e.g., feather dusters). Some wall-mounted room air quality sensors can detect particles down to 0.1 microns, volatile organic compounds (VOCs), and even the presence of airborne pathogens.
- Productivity studies can help determine if the cleaning staff is working efficiently. Conduct a time study by recording the time spent by a worker on each task and calculate the average time per task. Then compare the average time with the expected time to identify discrepancies or inefficiencies. Implement work sampling by observing a cleaning worker at random intervals and recording the type and quality of the work done. This can help assess the frequency and distribution of the tasks and the consistency and accuracy of the cleaning. Create performance ratings for each worker on a scale based on predefined criteria, such as the work’s cleanliness, completeness, and timeliness. These ratings can provide valuable feedback and recognition and help set goals and incentives. Collect customer feedbackc from your company’s clients or from building users to help measure customer satisfaction with worker productivity and the impact of their cleaning on the image and reputation of the building.
- Human environment scoring uses information from workers’ compensation/insurance claims, worker and customer surveys, and human resource data to measure working conditions and customer satisfaction. It involves keeping good records, using checklists for PPE compliance, and working with risk management to measure trends.
Go for the gold
Cleaning performance measurement is a complex sport, offering a variety of plays that can help you score points or reach the finish line. A successful play will help cleaning operations bring home the trophy in their quest for measured excellence.
