Documente Academic
Documente Profesional
Documente Cultură
Process
Lean Principles for a Neglected Industry
Jeffery L. Campbell, Ph. D. and Kathleen W. Campbell
Facility and Property Management Brigham Young University 2013
Acknow|edgements
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
ii
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.
iii
Table of Contents
Chapter 1: Introduction 1
1.1 The Denition 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 Inuence the Future of Buildings 11
2.3 Educating a New Profession 17
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
iv
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 Prots, Not Cleanliness 95
8.2 The Future of Evidence-based Outcomes 96
8.3 Driving Out Waste in the Cleaning Process 96
8.4 Transparency and Dashboards 97
8.5 The Rise and Fall of Companies and Ideas 98
8.6 High-Performance and Healthy Work Spaces 99
8.7 Lean Process Mapping and Management in the Future 100
v
Chapter 1: Introduction
1.1 1he Dehn|non of C|ean
"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. (2u1u). Neiiiam-Webstei 0nline Bictionaiy. Retiieveu fiom http:www.meiiiam-webstei.comuictionaiy
cleaning
2 Aiello, Allison E., Laison, Elaine L., anu Seulak, Richaiu. (2uu7). Against Bisease: The
Impact of Bygiene anu Cleanliness on Bealth. The Soap anu Beteigent Association. New Yoik, NY: }NB Euucation Naiketing,
Inc.
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."
S
Another 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:
When cleaning, especially in smaller areas, make sure there is proper ventilation
during and after cleaning.