Quiz Interface

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Please Note: This section deals with your current Products, Procedures, Protocols, Policies (the 4P's). This is question 1 of 11 questions from the 90+ considerations regarding this area.

1.1) Regarding your cleaning chemicals (daily cleaning, bowl & urinal cleaners, floor care strippers and finishes, carpet care spotters, interim and deep cleaning, etc.) How would you describe 'green-ness' of your chemical assortment? a) Most are not considered/marketed as “green” or as “safer for people, assets, and the environment”. b) Some, but not all, are considered/marketed as “green” or as “safer for people, assets, and the environment”. c) All our daily cleaning products are considered “green”, “safer for people, assets, and the environment, exceptions being bowl & urinal cleaners, floor finishes and strippers, etc. d) All our cleaning products, including our floor finishes and strippers, carpet care products, and bowl & urinal cleaners are considered “green”, “safer for people, assets, and the environment, or are Certified “green” by a recognized, third-party body based on multi-criteria. e) All our cleaning products, daily as well as our floor finishes and strippers, carpet care products, and , bowl & urinal cleaners are Certified “green” by Green Seal, EcoLogo, or the EPA-DfE/Safer Choice Program. Plus, all the daily cleaning products are Dual-Certified with one of the aforementioned AND the UL Green Guard Program for impact on IAQ.

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1.2) How would you describe your dilution control/dispensing devices? a) We for the most part do not use. We rely on Ready-to-Use (RTU) and Free-pour products. b) We use a dilution control/dispensing device for many of our daily cleaning products, exceptions being bowl & urinal cleaners, strippers, etc. c) We use a dilution control/dispensing device for many of our daily cleaning products, including our bowl & urinal cleaners, strippers, etc. d) We use a dilution control/dispensing device for many of our daily cleaning products, including our bowl & urinal cleaners, strippers, etc. In addition, the dispensers have the tips in the jugs, not in the dispenser/eductor. e) We only use a dilution control/dispensing device for all of our daily cleaning products, including our bowl & urinal cleaners, strippers, etc. The dispensers have the tips in the jugs. Lastly, the dispensers do not require product labeling.

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1.3) Regarding your Service Delivery Plans (those that detail tasks, products, equipment/custodial hardware, procedures, frequencies, QA, work loading, etc.) Which statement is most accurate? a) They are developed and adjusted manually, based on experience. There is no formal work loading. b) They are developed and adjusted manually, based on experience, and they are manually work loaded. c) They are developed and adjusted manually, based on experience, and they are work loaded using software. d) They are developed and adjusted manually, based on experience, and they are work loaded using software. In addition, based on changing of conditions (labor available, additional tasks required, changes in soil types or loads, additional frequencies required, etc.) alternative contingencies are developed as and when required to ensure the proper tasks and frequencies are completed during that particular shift. e) We use software to assist with various aspects of the management of our cleaning operation, such as, service delivery plans, tasks, frequencies, communications, QA checklists & reporting, work loading, etc. Alternative contingencies that reflect changing conditions as well as changing threat levels of communal outbreak or pandemic, have been developed and adjusted in advance, and are readily available to be employed as required.

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1.4) Which statement below best describes your selection of tools or consumables for hard surface cleaning? a) We primarily use paper towels and/or cotton cloths and spray/squirter/foaming trigger head bottles. b) We primarily use micro-fiber cloths and spray/squirter/foaming trigger head bottles. They may or may not be color coded by task & area, and folded into quadrants. c) We primarily use micro-fiber cloths from pre-soaked buckets. They may or may not be color coded by task & area, and folded into quadrants. d) We primarily use micro-fiber cloths in pre-soaked buckets. We ensure the micro-fiber cloths are color coded by task & area, folded into quadrants, cleaning is done by wiping only one way, and that a clean quadrant is always being used. e) We only use micro-fiber cloths from pre-soaked buckets. We ensure the micro-fiber cloths are color coded by task & area, folded into quadrants, cleaning is done by wiping only one way, and that a clean quadrant is always being used. Lastly, we ensure that when the cloths are laundered, they are not laundered with cotton cloths, and without the use of bleach or fabric softener.

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1.5) Which of the statements below best describes your protocol for hand cleaning of hard floor surfaces? a) We primarily use string mops and single compartment buckets. b) We primarily use string mops and dual-compartment buckets. c) We primarily use micro-fiber flat mops from pre-soaked buckets. d) We primarily use micro-fiber flat mops from pre-soaked buckets. We ensure never to double dip the mop head, nor to be cleaning with a mop head that is not clean nor having sufficient cleaning or disinfecting solution. e) We use a combination of mops (string and micro-fiber flat) with dual compartment buckets. In addition, we use micro scrubbers for bathrooms, elevators, small entrance areas, etc. We try to always use a micro or full-size scrubber for the cleaning of floors, and only use hand-mopping where a micro or full-sized scrubber cannot be used.

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1.6) What is your current practice or method of performing Quality Control or Quality Assurance? a) It involves the informal use of manual checklists, complete with “visual and smell” inspections. b) We have a formal program that involves the use of manual checklists, complete with “visual and smell” inspections. We also employ a program that then records, posts, tracks, monitors, and act-on the results. c) We have a formal program that involves the use of digital checklists, complete with “visual and smell” inspections. We also employ a program that then records, posts, tracks, monitors, and act-on the results. d) We have a formal program that involves the use of digital checklists, complete with ATP swabbing and meter reading. We also employ a program that then records, posts, tracks, monitors, and act-on the results. e) We have a formal program that involves the use of digital checklists, complete with florescent imaging and ATP swabbing and meter reading. We also employ a program that then records, posts, tracks, monitors, and act-on the results. The reporting is done by custodian, area and supervisor.

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1.7) How would you describe your program for Resolution of Issues (complaints or issues raised from customers and other key stakeholders), and your program for Proactive Communications with all key customer stakeholders? a) We have an informal process that deals with complaints, questions, suggestions as they are arise. It is not structured, but we do address all issues raised. b) We have a formal process that deals with complaints, questions, suggestions as they are arise. They are documented, in a structured process, and we do confirm that all issues raised are addressed. c) We have a formal process that deals with complaints, questions, suggestions as they are arise. They are documented, in a structured process, and we do confirm that all issues raised are addressed. In addition, we have a structured process to review why things happened and what changes need to be developed and implemented to ensure the same issues do nor re-occur, but we do not provide all the details to the customer and or the ones who raised the issue. d) We have a formal process that deals with complaints, questions, suggestions as they are arise. They are documented, in a structured process, and we do confirm that all issues raised are addressed. In addition, we have a structured process to review why things happened and what changes need to be developed and implemented to ensure the same issues do nor re-occur, and we do provide all the details to the customer and or the ones who raised the issue. e) As per d) above, PLUS we do conduct formal surveys annually with all our customers, and twice annually with our best customers to gain specific insights as to KPIs regarding their level of satisfaction and experience with our service.

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1.8) Regarding your custodial closets, storage rooms, and break/lunch rooms with respect to level of cleanliness, organization, inventory control, and appearance, what statement below best describes your program? a) We have no formal program as to expectations, inspections, etc. b) We advise of expectations, but do not inspect them regularly nor have them part of our QA Program. c) We advise of expectations, and do inspect them regularly, but do not have them part of our QA Program. d) We provide clear expectations, do inspect them regularly, and have them part of our QA Program. e) We provide clear expectations, inspect them regularly, and have them part of our QA Program. Furthermore, we view this as an important part of our cleaning operation for what it communicates about us.

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1.9) What statement best describes your program for the prevention of Slip & Fall Accidents? a) We have no formal training nor an ongoing monitoring program in order to minimize slips, trips, and falls. b) We provide formal training (initial and or ongoing), but do not have an ongoing program of inspections in order to minimize slips, trips, and falls. c) We provide formal training, and we have an ongoing program of inspections. d) We provide formal training, we have an ongoing program of inspections, and we only use floor finishes and floor cleaners that have UL or NFSI Certification for their slip co-efficiency. e) We provide formal training, we have an ongoing program of inspections, we only use floor finishes and floor cleaners that have UL or NFSI Certification for their slip co-efficiency, and we have a formal program that measures, records, and tracks slip co-efficiency of our floors.

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1.10) The upcoming 4th Industrial Revolution and 21st century bringing the convergence of big data, 5G capacity, block-chain enablement, and AI, will impact FM management and cleaning operations due to the focus on employee and customer experience. a) Not aware of these things nor how it might impact cleaning operations. b) Aware of, but not conducting any real research on what our cleaning operation should be doing/considering. c) Aware of and conducting research on what our cleaning operation should be doing/considering. d) Aware of, doing ongoing research, having initial exploratory discussions, but not yet preparing to implement changes in our cleaning operation. e) Aware of, doing ongoing research, having initial exploratory discussions, and preparing to implement changes in our cleaning operation.

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1.11) Which statement below best describes your cleaning operations’ Mission, Vision, Core Values/Guiding Principles? a) We do not have them all fully developed and clearly communicated to all cleaning staff and key stakeholders. b) We have them developed and communicated to all our cleaning staff and key stakeholders. c) We have them all developed, clearly stated and well communicated to all of our cleaning staff and key stakeholders. In addition, we ensure each employee understands them. d) We have them all developed, clearly stated and well communicated to all of our cleaning staff and key stakeholders. In addition, we ensure each employee understands them and can describe/explain them in their own words as well as provide examples how they live them while at work. e) We have them all developed, clearly stated and well communicated to all of our cleaning staff and key stakeholders. In addition, we ensure each employee understands them and can describe/explain them in their own words as well as provide examples how they live them while at work. In addition, we strictly enforce them, by all people, including all leadership, at all times. Lastly all new employees are hired, trained, promoted, and disciplined for these.

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Now moving to your People – how you attract & recruit, what you hire for, how you onboard/educate/train/retrain/coach them, how you develop and retain them. Here are 7 questions from the 39+ considerations regarding this area.

2.1) How would you say your company handles the interviewing and shortlisting of possible candidates for entry-level positions? a) All are conducted by our HR department. b) All interviews are conducted by our supervisors/managers. They do not use a formal checklist. c) All are conducted by our supervisors/managers, and they include the use of our best cleaners in the process. They do not follow a formal checklist for what to look for. d) All are conducted by our supervisors/managers, and they include the use of our best cleaners in the process. They do follow a formal checklist for what to look for. e) All are conducted by our supervisors/managers, they include the use of our best cleaners in the process, and they do follow a formal checklist for what to look for. Only the ones deemed to meet many/most of the desired attitudes/traits/DNA and have exhibited a great fit with our core values/guiding principles move on to their second interview.

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2.2) How do you handle conducting reference checks, when vetting and reviewing entry-level applicants? a) We typically do not conduct them. b) They are conducted by our HR department. c) They are conducted by our supervisors/managers. They do not follow a formal checklist for what to ask but they look to speak to the direct supervisor of the prospect. d) They are conducted by our supervisors/managers. They do follow a formal checklist for what to look for what to ask, and they speak to the direct supervisor of the prospect. e) They are conducted by our supervisors/managers. They do follow a formal checklist for what to ask of the prospect’s supervisor. Only the ones deemed to meet many/most of the desired attitudes/traits/DNA, employment history, and have exhibited a great fit with our core values/guiding principles move on to their second interview.

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2.3) Speaking as honestly as possible, which of the below statements best describes your current entry-level hiring practices? a) We typically hire anyone willing to take the position. b) We hire based on previous experience and skills. c) We try to hire based on the desired attitudes/traits/DNA we are looking for, but will settle for less. d) We only hire based on the desired attitudes/traits/DNA we are looking for. e) We only hire based on the desired attitudes/traits/DNA we are looking for. In addition, the person must be, or have the potential to be, as good as our best employees in that position.

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2.4) How do you plan and execute your initial on-boarding, educating, and training of cleaning staff? a) The program is informal, no documented objectives and plans, and typically most is covered in a day or two. We view this as an expense that can be minimized. b) The program is informal, some documented objectives and plans, and typically most is covered in 2-3 days. We view this as an investment, but it should be minimized. c) The program is mostly formalized. We have written objectives and plans, written training material that we provide to the employees, and typically most is covered in 2-3 days. We view this as an investment. d) The program is formalized. We have written objectives and plans, training is conducted in various ways – e-learning, hands-on demonstration, PPT and other visuals, etc. We test the new hires for their knowledge and skills, and track and document the results. Typically, most is covered in 3-4 days, then they do ‘’shadowing” with our best employees in that position before they start work on their own. We view this as an investment. e) Same as above. In addition, we have formal programs that measure new employee retention rates, time before they become fully productive, percentage of new employees not making it past their probationary period, etc.

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2.5) Which statement below best describes your use of a probationary period when adding new entry-level staff members? a) Given the current situation, we typically hire all that make it through the probation period, or we do not use probation periods. b) We typically hire those that have proven themselves to have most of the required attitudes and skills. We will hire a person even if there are questions about their fit to our culture. c) We typically hire those that have proven themselves to have most of the required attitudes and skills. We will leave a position unfilled until we find the right fit. d) We typically hire those that have proven themselves to have most of the required attitudes, skills, and fit with the company culture/core values/guiding principles. We will leave a position unfilled until we find the right fit. e) We only hire those that have proven themselves to have most of the required attitudes, skills, fit with the company culture/core values/guiding principles, as well as fit with the team they will be working with. We will leave a position unfilled until we find the right fit. In addition, the person must be, or have the potential to be, as good as our best employees in that position.

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2.6) Which of the below statements best describes your philosophy when hiring to, or promotion to, leads, supervisors and managers? a) We typically hire or promote to these positions based on the prospect’s skills and experience, either at our company/organization, or from elsewhere. b) We typically hire or promote to these positions based on the prospect meeting our desired attitudes/traits/DNA for that specific position. c) We typically hire or promote to these positions based on the prospect meeting our desired attitudes/traits/DNA for that position, as well as their skills and experience at our company/organization or from elsewhere. d) We only hire or promote to these positions based on the prospect meeting our desired attitudes/traits/DNA for that position, and them having proven experience and skills. e) We only hire or promote to these positions based on the prospect meeting our desired attitudes/traits/DNA for that position, and them having proven experience and skills. In addition, the person must be, or have the potential to be, as good as our best employees in that position.

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2.7) How would you describe your Employee Referral Program (your current employees refer leads for prospective employees)? a) We do not have a formal program. b) We offer one, but the number of recommendations received is not good. c) We offer one, but the quality of recommendations is not good. d) We offer one, and the number and quality of recommendations received are both good. e) We offer one, the number and quality of recommendations received are both good, and we measure and track results – ROI – of the program.

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Now, moving onto your Management & Leadership Team. Here are 6 questions from the 19+ considerations regarding this area.

3.1) Regarding the development, implementation, and monitoring of annual improvement plans to improve the consistent delivery of high levels of clean, healthy, and safe facilities at the lowest overall cost. Which statement best describes your philosophy? a) We do not do this. b) We do this as required without a formal plan or process. c) We do this annually. d) We do this annually with a formal process to track development and implementation. e) We do this with a formal process to track development and implementation. In addition, we conduct ongoing research of what the future state will be as to employee expectations, customer expectations, skills and attitudes required, etc.

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3.2) "We believe that our leadership is the most important factor in developing, maintaining, and enforcing a workplace culture of high levels of employee engagement, empowerment, motivation, trust, respect and skills set." Do you agree or disagree with this statement? a) Strongly disagree. b) Disagree. c) Somewhat agree. d) Agree. e) Strongly agree.

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3.3) "We believe that workplace culture drives the level of employee engagement, empowerment, motivation, trust, respect and skills set. This then determines the results - level of consistency, effectiveness, efficiency, productivity, in providing the highest levels of clean, healthy, safe facilities at the lowest overall costs. Then those results determine the amount of employee and customer experience, which directly impacts the ability of increasing capacity and profitable growth." Do you agree or disagree with this statement? a) Strongly disagree. b) Disagree. c) Somewhat agree. d) Agree. e) Strongly agree.

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3.4) "We clearly know the differences in expectations between management and leadership. We know that good managers may not make good leaders." Do you agree or disagree with this statement? a) Strongly disagree. b) Disagree. c) Somewhat agree. d) Agree. e) Strongly agree.

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3.5) How would you describe your company with regard to the measurement and on-going tracking of key metrics/KPIs for organizational health/workplace culture? a) We have no formal system/program to measure, record, track, and act-on. b) We rely on regular discussions with employees. c) We rely on our formal annual Employee Review/Performance Review and Action Plan program/process. d) We rely on b) and c). e) We rely on b) and c), plus a formal process interviewing employee on why they left, as well as a formal interview process of employees regarding why they stay. In addition, we have a formal annual system of measuring, recording, tracking, trending, and acting-on the results of key KPIs of organizational health.

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3.6) "We realize the skills and experience that got us to our current level of success are not likely good enough to be great in the 21st century. We must be courageous enough to abandon the past in order to leap successfully to the future." Do you agree or disagree with this statement? a) Strongly disagree. b) Disagree. c) Somewhat agree. d) Agree. e) Strongly agree.

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