A Lesson from the Military

There is a military way of thinking and doing things: a standard operating procedure (SOP). In fact, the backbone of military operations is a dogged commitment to procedures ... and roles.

There are technical specialists, weapons experts and terrain specialists, for example. Each specialist has a very specific role, but — at the same time — every member of a military unit has to be on the same page regarding objectives and the best way to obtain them.

The military indoctrination to SOP is so thorough and consistent that it can serve as a barometer for how to get things done long after people leave or retire from the military.

A great many cleaning organizations can learn from the military’s use of SOPs.

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

If your objective is to provide excellent service and increase productivity, your SOPs had better support those goals. Assess how you clean and make certain the procedure makes it possible to achieve your goals.

Second, superior technology is always an advantage. What kinds of tools are your cleaners 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, cleaner or duster to order. During more than 30 years in the 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 in an individual organization has been enough to fill several semitrucks.

Basic training
Third, training is critical. I was dumbfounded when I heard one military analyst comment that the technology in the tanks his opponents used was quite advanced. But the enemy soldiers simply didn’t know how to use the weapon to their advantage.

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

As we meet with new client organizations and prepare to transition their organizations to our 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 page. When supervisors understand how the system works they are better able to plan and command. They are more likely to pick superior tools and make certain everyone knows how to use them.

Begin mission 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 incorrect statements but term usage 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.

Also, 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 big 4 Ws of cleaning, “who” is supposed to be “where,” “when” and “why.”

You 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 world. SOPs are a powerful tool for the military. They are a powerful tool in a cleaning organization for the same reasons. So start working with SOPs.

That’s an order!

John P.Walker is the owner of ManageMen consulting services in Salt Lake City. He also is the founder of Janitor University, a hands-on cleaning management training program.