The Power Of SOPs

Like most Americans, I’ve spent a great deal of time lately watching television. As our country crossed the threshold of war, I was riveted by news programs that brought the latest events to my living room in “real time.”

We’ve been watching history in the making, both in terms of the war itself and the ability to broadcast the conflict. Satellite phones, computers, night vision cameras and “embedded” journalists brought each development with lightening speed.

And, of course, there are the analysts. It seems every network has its own army of former military personnel who are charged with interpreting the information. There are technical specialists, weapons experts and terrain specialists. Even though some of these analysts have been retired for years, they still understand the military way of thinking and doing things. Their experience gives them valuable insights that civilians simply do not possess. They react in a way they were trained to react.

Because these analysts understand the military’s standard operating procedures (SOPs) their interpretation of events often gives viewers a better look at the big picture. It occurs to me that there is a great deal BSCs can learn from the military.



Mission briefings

First, it is absolutely critical to know your objective and then to make certain everyone has the same objective. Some BSCs entered what could be called “the fog of cleaning” and have never emerged. The daily struggle just to get the job done prevents them from ever actually getting the job done right.

It’s not impossible to call for a time out and make sure your goals are well defined. For example, if your objective is to provide excellent service and to earn a profit, your SOPs had better support those goals. Assess how you do business and make certain the way you work makes it possible for you to achieve your goals.

Second, superior technology always is an advantage. What kinds of tools are your employees working with? Is everyone using the same standardized equipment? It’s much easier to keep your cleaning staff supplied when there is only one type of mop, glass cleaner or duster to order.

In more than 30 years in the cleaning industry, I’ve seen custodial closets full of duplicated and mismatched chemicals, broken and misplaced equipment and a frightening assortment of hazardous materials all tossed in together in a pile. In some cases, this surplus has been enough to fill several semi trucks.



Basic training

In addition, workers must know how to use the tools and equipment with which they’re provided. I was dumbfounded when I heard one military analyst comment that the opponent’s tank technology was quite advanced, but enemy soldiers simply didn’t know how to use the weapons to their advantage.

Thankfully, custodians don’t face deadly force when they report to their positions each day. But there is a powerful lesson here. No matter how good your equipment, the tools are only as good as the training.

As we meet with new client organizations and prepare to transition their organizations to our (OS1) cleaning system we routinely hold what is called (OS1) Boot Camp. Supervisors, workers, safety people, human-resource personnel, union leaders and trainers have hands-on opportunities to experience the chemicals, tools and techniques in their facilities, during this cleaning industry basic training. This puts everybody on the same team.

When supervisors understand how the system works they are better able to plan and command. They pick superior tools and make certain everyone knows how to use them — they don’t ever assume the cleaners are using their tools properly.



Begin message transmission

Finally, communication is a critical link. SOPs make communication more effective. One of the big problems in cleaning companies is there is little effort to work with a standardized, professional vocabulary. Cleaning materials are called “stuff.” Burnishers are called buffers, extractors are called shampooers and floor finish is called wax. Not only are these incorrect statements, but term usage like that could lead to problems.

We’ve found job cards are a good way of communicating important information to custodians on a daily basis. The cards also allow for flexibility. Supervisors can add or subtract items depending on building or crew needs. Job descriptions need to be developed into SOPs that everyone follows. The SOP job descriptions are then timed out on a job card. Everyone knows the “Four Ws” of cleaning — “who” is supposed to be “where,” “when” and “why.”

We operate in a remarkable age with tools and technology that dramatically impact the environments of millions of people. Standardizing tools and processes can improve the level of service you offer, as well as your ability to respond to the needs of a constantly changing marketplace. SOPs are a powerful tool for the military. They are a powerful tool in a cleaning company and for the same reasons. So start working with SOPs. That’s an order!

John Walker is a regular Contracting Profits columnist. He is a veteran building service contractor; owner of ManageMen consulting services, Salt Lake City; and founder of Janitor University, a hands-on cleaning management training program. He can be reached at walker@tradepress.com.