Interview With an Expert - Continuous Improvement
I’m sure you’ve heard us say it before, but I’ll say it again just in case. Continuous Improvement is at the heart of what Ultra Shine does.
We even have a dedicated Continuous Improvement guy, aka Khurram, Manager of Standards and Services.
His role at Ultra Shine is to make us better operationally. Reduce man hours, increase performance and help make it easier on our cleaners.
Check out this interview to get a glimpse into what Continuous Improvement is like in action with Khurram…
Can you tell me a little bit more about your role at Ultra Shine?
My job is to improve the processes at Ultra Shine, whether it be more efficient, easier on the cleaners, or reducing costs. I am a big fan of Six Sigma and the LEAN process and share my knowledge with each of the customer sites. I’m always on the lookout for areas that could be improved and alerted to struggles that cleaners may be having on-site so that I can look into how we can improve the process and make it better. Once a solution is implemented and is working, I then go apply it to all the other customer sites that can benefit.
Six Sigma is a process that uses data analysis to analyze and reduce errors, increasing performance.
What is the most rewarding part of your role?
I really enjoy problem-solving and being the driver of positive change for processes at Ultra Shine. I try to create procedures that are easier on our front-line staff and dependable. I love the poka-yoke approach which is essentially “mistake-proofing”. By eliminating or minimizing errors, we can guarantee outstanding performance. Have you noticed that you can’t hurt yourself using a microwave because once you open the door it automatically shuts off? That is the beauty of error-proofing! These are the types of improvements I try to make on sites so that our cleaners can perform error-free, meaning they are safer and do their job more efficiently with minimal things that can go wrong, including fewer defects. It’s extremely rewarding to be able to accomplish these changes.
What do you find to be the most challenging part of your role?
There can be a lot of resistance to change at times. Some of our front-line staff have been cleaning for 15+ years and they’re used to those processes. They can sometimes be hesitant about changes we are implementing as it’s been working fine for years. It’s common to be unsure of something new and not know how to react. Even though something has been working fine for years, here at Ultra Shine we want to take that from fine to GREAT! Our goal is not to find shortcuts that are only good for the bottom line but implement changes that are better for the environment, easier on our front-line staff, and more efficient for our customers.
Tell me one of the projects you’ve implemented that you were most proud of.
I wanted to avoid the use of harsh and unnecessary chemicals as much as possible. The use of harsh chemicals may make the job faster and more efficient but it’s not good for the environment, our front-line staff, or our customers. Even though we may flush the chemicals they’re still being exposed to our community and the environment. It may not cause a problem immediately, but it could years down the road. I started looking into alternatives and Ultra Shine can now proudly say we use eco-neutral cleaners that are better for our community and the environment!
What is one project you’re working on right now that you’re really excited about?
I’m currently working on an alternative to our current process of high dusting. Currently, we require a lift to perform any high dusting jobs, but I am looking into alternatives that will eliminate the need for lifts, the risk of injuries from falls, and the time waste that comes from setting them up. I’m hoping to find an alternative that would not result in doubling work by the dust settling in the below areas. The new solution I am looking into should not only save us time and effort but also cost savings in the long run.
A Day in the Life of an On Site Supervisor
An On Site Supervisor still does all the regular duties a Front Line Team Member would, but they are the leader of their team!
The On Site Supervisor works closely with both their team and the Area Supervisor to make sure the operations on their site are going smoothly. This could include assisting with ensuring the operations are staying within budget, sourcing coverage for shifts as needed, promoting health and safety awareness,helping to train and motivate the team and taking part in the quality assurance process.
Their days are usually filled with problem-solving, being there for their team and being a key point of contact for our customers.
Here is a glimpse into what being an On-Site Supervisor is like…
It happens, people get sick and can’t come into work. Our On Site Supervisors play a key role in making sure replacements are found and that their site is staffed correctly so the day goes smoothly!
Our On Site Supervisors keep a close eye on supplies to make sure we are properly stocked on everything we need to make your facility shine. This may be gloves, garbage bags or toilet paper, to make sure we don’t have an “oh no!” moment when we need these items the most.
The best way to lead is to lead by example and that’s exactly what our On Site Supervisors do! Whether that is leading the change to implement a new process or leading by example the best health and safety practices. Their team looks up to them so it’s important they are living and breathing the Ultra Shine values!
Ultra Shine believes knowledge is power and our On Site Supervisors live by this. They are often the individual responsible for training the new hires on site and can make a difference in their success at Ultra Shine. Good leaders will support and encourage personal development and inspire their team to learn as much as they can!
Ultra Shine University (USU) is the solution for employees that want to be better at their jobs, invest in themselves, open themselves up to new opportunities and be a future leader within the company.
A Day in the Life of Our Special Projects Crew
Our Special Projects Crew is a dedicated group of professionals committed to maintaining cleanliness and enhancing the appearance of our clients' spaces. Often providing services outside of our customers' standard operating hours, these superstars are what make Ultra Shine a fully managed supplier, able to meet all of our customer facilities' needs.
Here's an overview of their typical day:
Afternoon:
- The team gathers at our headquarters and reviews the day's assignments.
- They load up their equipment and set out for their first job, which may include office buildings, industrial spaces, or recreational facilities.
- Once the team gets to the site they are first tasked with setting up for the project and ensuring the space is clear to safely proceed with services.
- Today they will be performing interior and exterior window washing for our customers’ office building.
- With a focus on efficiency and attention to detail, they continue their work, earning praise from clients for their professionalism and dedication.
Evening:
- After completing the window cleaning services at the first location, the team takes a brief break for supper.
- Next, the team splits up. One group makes their way over to an industrial facility where the office carpets need some rejuvenation, while the other group heads over to a medical clinic whose VCT floors need to be refinished.
- Upon arrival, the first group inspects the carpets to assess their condition and identify any specific stains or problem areas that require special attention. Meanwhile, the second group sets up and using specialized stripping agents and equipment, meticulously removes old wax, dirt, and debris from the floors, preparing them for the waxing process.
- Using professional-grade carpet cleaning machines, the first group meticulously cleans the carpets, paying close attention to high-traffic areas and stains. Upon completion of cleaning, the team sets up air movers and/or fans to help with the drying process of the carpeted areas.
- The second group applies layers of high-quality wax to the stripped floors, using professional-grade equipment to achieve a smooth and even finish and taking care to apply the wax evenly and allow sufficient drying time between coats to ensure optimal results.
Morning:
- Upon completion of the evening’s projects, the team returns to headquarters, cleans and organizes their equipment, and debriefs with their supervisor about the day's accomplishments and any challenges encountered.
- With their workday complete, the team members bid each other farewell and head home to rest and recharge, knowing they've made a difference in the appearance and functionality of the spaces they've serviced.
Overall, our Special Projects Crew plays a vital role in maintaining the cleanliness and aesthetic appeal of our clients' spaces, leaving a lasting impression with their quality work and dedication to customer satisfaction.
If your facility requires some extra TLC, this team is for you!
Services Include:
- Window Cleaning
- Carpet Cleaning
- Strip and Wax Services
- Floor Polishing
- High Dusting
- And More
Want to read more?
Check out more day in the life articles:
Ten Things Ultra Shine Can't Live Without
1. Our Amazing Staff
Number one on our list is, and always will be, our staff because quite simply, we wouldn’t be Ultra Shine without them. The hard working and dedicated individuals that make up the Ultra Shine family show up every day and make sure our customers' facilities look their best, rain or shine!
2. Bob and Joy
Our robotic team members help us deliver highly efficient commercial cleaning services to our customers leading to cost savings over time. Not to mention the strain they take off our front-line staff in performing monotonous tasks. Both are reasons to break out into a happy dance!
3. Our Color Coded Cloth System
Sometimes the simplest things make the greatest impact. Our color-coded rag and mop head system clearly indicates the purpose of each item. Why is this important you ask? Cross contamination! This easy system ensures the cloth used to clean toilets and garbage cans is not being used on other surfaces.
4. ISO 9001 Certification
Ultra Shine takes great pride in our ISO 9001 certification. It means we meet (and exceed!) industry standards.
Maintaining ISO 9001:2015 requires continual vigilance in monitoring, maintaining, and documentation of Ultra Shine's quality management programs and procedures which are subject to Internal and External audits to ensure the certifications standards are being met.
5. Continuous Improvement
What does continuous improvement mean? It's our commitment to finding ways to bring more to our customers through better systems, better processes, innovative technologies, and education!! As we like to say, “Commercial Cleaning Done Smarter!”
6. Giving Back to Our Community
Ultra Shine believes in giving back to our communities and supporting those around us. We not only try to give back every chance we can, but we encourage our employees to take part in giving back to their own communities by providing them with two paid days yearly that they can spend volunteering for a charity or cause of their choice!
7. Commitment to Help Our Customers Shine
Ultra Shine won’t quit until we have your building shining!
8. Collaboration
We love partnerships! Team work makes the dream work!
9. Our Shining Stars
I know we already mentioned how much we love our amazing staff but this group of individuals deserved a special shoutout. They even have their very own insight category. Learn more about them here!
10. Our Special Care Team
Our Special Projects Crew is in charge of managing and delivering all of our specialized and/or periodic services. Without them, we wouldn’t be able to call ourselves a self-managed supplier capable of meeting all of our customer facilities janitorial needs.
