Clean, cleaner, very clean


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Theory about cleaning, checking the quality of cleaning and examples of cleaning

  • Photos are of an average 4h clean. Photos of mirrors and windows are not made (difference hard to see on a photo) Most of these things won't be done at a 2h clean. (only surfaces, no removal of scale, no use of a screwdriver for corners etc). A 1h clean is done even quicker and with 'if it is/looks clean, don't touch' in mind. An 8h clean would include also luxaflex, complete cleaning of outside furniture (also backside), dishwash, corners/windows/mirrors really perfectly cleaned, the 'inside' of the window and doorsystem (sheet 20, 26, 28) perfectly done, cleaning/discaling of waterboiler, coffeemachine etc. Presentation not endorsed by my employer. See also
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Clean, cleaner, very clean

  1. 1. Clean, cleaner, very clean « Theory of cleaning and  50 shades of clean in pictures » René Smit, 2013
  2. 2. Contents • • • • • • Introduction Cleaning a mobile home More theory (in Dutch) Examples (before, after) Tips End
  3. 3. Nice to meet you • I studied Food technology & Quality management • Main occupancy is waiter • In summer courier / camping rep -> cleaning a lot of mobile homes and lodgetents • Crazy about Quality and Service
  4. 4. Cleaning a mobile home (or a hotelroom, office etc)
  5. 5. Different cleans of a mobile home • 1 h : done at days with lot of back to backs. Looks clean, is clean, don’t touch • 2 h : good clean where most guests (>90%) are happy with (answering « was it clean » with a « yes ») • 4 h : very good clean Most things shown in this presentation • 8 h : like 4h, but even better. Also – – – – – – luxaflex, ventilators complete cleaning of outside furniture (also backside), dishwash, corners/windows/mirrors really perfectly cleaned, the 'inside' of the window and doorsystem perfectly done, cleaning/descaling of watercooker, coffeemachine etc. me avail ere is more ti s when th Work expand w: « Parkinson's la able »
  6. 6. Most important items • Mirrors • Windows • Watertaps • Beds (no sand on matrasses) • Floor (no sand) • Toilets & douche • Kitchen materials • Kitchen and sink (no sand left)
  7. 7. « The worst type of violation is any evidence that another person has occupied the room » *) How Clean is Clean? Evaluating the Relevancy of Quality Assurance Evaluations by Rick Garlick, Ph.D. Hospitality Research Group, Maritz Research
  8. 8. Costs of quality Number of complaints / recleans Time needed 8h 4h 2h 1h Dirty non acceptable 1,5h <50% 50-70% Acceptable 70-80% Good 80-90% very good 90-95% almost perfect 95-99% perfect / new 99-100%
  9. 9. Is it clean ? Technical clean Perceived/looks clean State of maintenance If it looks clean, it can be technical dirty. If it is technical clean, it still can be perceived as dirty. The state of the maintenance has a big influence!
  10. 10. Secrets to increase perceived cleanliness • Spray a scent (eg. lemon) • Attention for shiny surfaces: bling bling  • Align everything, put things in corners of 90° or parallel
  11. 11. Why do more than needed? • There is more than costs – happy guests return  • You invest time (do more than expected - eg. a 4h clean) trying to give the WOW-effect to the guest • Once you’ve done a 4h (or 8h) clean well, the 2h cleans will be faster and there is more tolerance when you have to do a 1h clean
  12. 12. More theory Sorry, in Dutch
  13. 13. Cleaning errors • De (laatste) reiniging is niet of niet helemaal uitgevoerd. • Meerdere reinigingscycli zijn niet of niet helemaal uitgevoerd: cumulatieve vervuiling. • Er is wel schoongemaakt, maar niet op de juiste manier : method error • Niet schoon te maken : materiaalfout
  14. 14. Standards • European standard EN 13549 Cleaning services - Basic requirements and recommendations for quality measuring systems • In Nederland beschikken we over de norm NEN 2075 – Kwaliteitscontrolesysteem voor Schoonmaakdienstverlening.
  15. 15. NEN 2075 • Norm document van het VSR-Kwaliteitsmeetsysteem (VSR-KMS). • Deze norm bepaalt: beoordelingsvoorwaarden, keuringscriteria, inventarisatie van een gebouw, bepaling van een steekproef, controle, goedkeurgrens en bevat een beoordelingshandleiding van meest voorkomende elementen, tabellen voor AQL waarden – 7% (kantoren), – 4%(sanitair) – 3% (gezondheidszorg). • De norm NEN 2075 is gelijk aan het VSR-Kwaliteitsmeetsysteem, in de wandelgangen meestal VSR-meetsysteem of KMS genoemd. Dit systeem omvat in het kort twee zaken: – Een manier om objectief het resultaat van schoonmaken visueel te beoordelen, dus schoon of niet schoon. – Een manier om met behulp van een steekproef een geheel gebouw op schoonmaak resultaat te controleren, met als doel controle tijd te sparen en controle kwaliteit te handhaven.
  16. 16. Oppervlakte reinheidsklassen • Klasse A : visueel gemeten schoon • Klasse B : biologische schoon • Klasse C : visueel schoon • Klasse D : functioneel schoon • Klasse E : machinaal schoon • Klasse F : bezem schoon (vrij van zichtbaar los grof (> 1cm2) vuil) • Klasse G : bulldozer schoon
  17. 17. Termen • Accepted Quality Limit (AQL). • Maximale aantal foutmogelijkheden (MAF-waarde)
  18. 18. What is the limit ? • The ACC (total aerobic colony count) from a hand contact surface should be < 5 cfu/cm2 • Other studies have associated ACC levels >10 cfu/cm2 with poor hygiene. *) / doi:10.1016/j.jhin.2003.09.017 **)
  19. 19. Some examples
  20. 20. Tips
  21. 21. The end Disclaimer: not endorsed by the company shown in the presentation