Cleaning Performance Handbook - Table of Contents


Chapter I. GETTING STARTED

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

 

 

Chapter II. IMPROVING THE PROCESS

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

 

Chapter III.  QUALITY IMPROVEMENT

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

Chapter IV.  PRODUCTIVITY

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

Chapter V.  TRANSITIONS

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

 

Chapter VI.  CLEANING with TEAMS

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

Chapter VII.  TRAINING

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

Chapter VIII.  COACHING

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

Chapter IX.  TROUBLE-SHOOTING

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

Chapter X. PROCEDURES

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