INCLEAN - New Zealand August 2019

DELIVERING SUSTAINABLE HYGIENE INFORMATION

August 2019

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Contents

August 2019

20

Features 10 N ew era for Premier Hygiene How Premier Hygiene is changing the cleaning conversation

14 W aste not, want not How the global movement to eliminate single-use plastics will impact industry

26 A force to be reckoned with The key voices from the Australasian Restoration Conference & Tradeshow

Healthcare focus 20 Why better healthcare is best for business

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22 Why effective floor cleaning is vital in healthcare 24 Hygiene in healthcare

Regulars 04 Editor’s letter 06 Industry 26 Carpet & restoration 30 Technology

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34 Opinion 40 Management 42 Marketing

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45 Products

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Editor’s note The growing movement to eliminate single-use plastics – disposable plastics that are used only once before they are discarded or recycled – is leading many businesses to consider their waste footprint and environmental impact.

Last month New Zealand joined a growing number of countries that have banned single-use plastic shopping bags. Not stopping at single-use plastic bags, many local and international businesses have also signed up to the New Zealand Plastic Packaging Declaration, committing to use 100 per cent reusable, recyclable or compostable packaging in their operations by 2025 or earlier.

Setting a global standard last month InterContinental Hotels Group (IHG) announced its entire hotel estate of almost 843,000 guest rooms will switch from single-use toiletries to bulk-size bathroom amenities by 2021. While a little closer to home, Air New Zealand announced it will ramp up its waste reduction efforts planning to double the number of plastic items to be removed over the next 12 months to nearly 55 million.

The airline will also roll out coffee cups made from plants rather than plastic from October 2019, while plastic water cups will be transitioned to recyclable alternatives from September 2019.

So what does this movement towards a circular economy, and the reduction of plastic, mean for cleaning product manufacturers and service providers? We examine this in our industry feature.

Also in this issue: ECNZ’s Francesca Lipscombe weighs in on the future of healthcare and how this will impact the business of cleaning. Our healthcare focus also includes tips to improve hygiene and reduce the spread of infection and illness, and covers the importance of floor care maintenance in hospital settings.

Talking tech, FreshOps’ Martin Callan shares his tips to ensure the correct technology is sourced for your business, and ISS NZ national people manager Helo Tamme examines how digital can improve the employee journey.

Finally, we wrap-up the second annual Australasian Restoration Conference and Tradeshow, including the launch of the RIA’s first local advocacy committee, Bridget Gardner tackles one of the hottest sustainability topics of 2019 – the climate crisis – and Ron Segura shows how you can make your bid rise above the rest.

The INCLEAN team and I welcome your feedback, so if you have a news tip, industry announcement or new product to share, please get in touch at: info@incleanmag.co.nz.

MANAGING DIRECTOR: Dale Spencer PUBLISHER: Simon Cooper MANAGING EDITOR: Claire Hibbit Email: chibbit@intermedia.com.au Phone: +61 2 8586 6140 ASSISTANT EDITOR: Lizzie Hunter Email: lhunter@intermedia.com.au Phone: +61 2 8586 6102 ADVERTISING MANAGER: Samantha Ewart Email: sewart@intermedia.com.au Phone: +61 2 8586 6106 PRODUCTION MANAGER: Jacqui Cooper GRAPHIC DESIGNER: Sanja Spuzanic Acting Circulations Manager Troy Brookes NEW ZEALAND SUBSCRIPTION RATE: 12 months (4 issues) – NZD $44.00 (inc GST) To subscribe call +61 2 8586 6154 Email: subscriptions@intermedia.com.au

Happy reading!

Auckland Zoo has ditched single-use coffee cups, eliminating 160,000 compostable cups a year, while InterContinental Hotels Group will phase out 200 million miniatures from its hotel estate each year

Claire Hibbit Editor

INCLEAN NZ is published by The Intermedia Group Ltd 505 Rosebank Road, Avondale Auckland, 1026, New Zealand Phone: 021 361 136

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DELIVERING SUSTAINABLE HYGIENE INFORMATION

August 2019 August 2019

On the cover: Thank Your Cleaner Day is a New Zealand-led social initiative to recognise the industry’s workforce.

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INDUSTRY

Kärcher opens first training academy for Oceania region Kärcher has opened a purposebuilt center at its new Oceania headquarters in Mount Waverly, Victoria.

The two-level center, the largest in Australia to date, accommodates office, conference and service facilities, a retail showroom as well as the first Kärcher Academy training facility for Australia and New Zealand.

The facility takes Kärcher’s global footprint to 744 and forms part of its broader expansion strategy to have 1000 centers by 2020.

Region president and Australian managing director Hamish Matheson, said the facility sets up Kärcher for continued growth across the region, adding the company plans to continue to increase its footprint across Australia and New Zealand.

“We believe there’s scope for around 25 sites in Australia by 2022, as well as few more in New Zealand, which currently has four centers.”

ARA Group acquires NEDA Facilities Services The ARA Group has acquired Auckland-based building services business NEDA Facilities Services (NEDA).

Led by managing director Greg Froude, NEDA provides facility services for some of New Zealand’s largest organisations – from major retailers, commercial offices and infrastructure companies to government departments, educational facilities and heritage buildings.

Edward Federman, executive chair and managing director of ARA, said the company hopes to bring many of its Australian services such as insurance repair, thermal imaging, and remedial building works to NZ. ARA first entered the NZ market in 2017 through the acquisition of Active Control and Security (ACS), as led by ARA Security’s managing director, Tony Franov. The ARA Group operates offices for ARA Security and ARA Manufacture in Auckland, Wellington, Christchurch and Kerikeri.

6 INCLEANNZ August 2019

Careerforce publishes 2018 annual report Careerforce has published its 2018 annual report, with the industry training organisation reporting standard training measure (STM) growth of 11 per cent, following on from 24 per cent growth in 2017.

Commenting on the report, Careerforce CEO Jane Wenman, said 2018 was another very successful year.

“Many of the sectors for which Careerforce provides support are continuing to face significant workforce shortages, and this is undoubtedly contributing to our growth, as employers seek to upskill their workforces through on-the-job training.”

According to the report learners grew to 19,125, up 5 per cent on 2017, and up 37 per cent on 2014, while total current apprenticeships rose 85 per cent to 2062. The organisation reported revenue growth of 14 per cent to $22.9 million for 2018.

Following the release of the report Careerforce also announced the appointment of Fiona Pimm as its new board chair, replacing Richard Westlake. Pimm was elected to the board in 2012 and has been deputy chair since 2016.

BR 30/4 C Bp Pack A light and compact battery-powered scrubber drier that ensures dry, non-slip floors immediately after cleaning.

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INDUSTRY

Nilfisk opens ANZ headquarters

From left: Ambassador of the Kingdom of Denmark Tom Norring; Nilfisk Australia MD, Michael T. Hansen and Lord Mayor of Blacktown City, Stephen Bali

Waste Management welcomes EV push Waste Management NZ has welcomed the Interim Climate Change Commission’s (ICCC) call for more electrification of New Zealand’s road fleet in reducing carbon emissions.

The ICCC recommends government prioritise accelerated electrification of transport and process heat over the goal of achieving 100 per cent renewable electricity by 2035.

Waste Management NZ managing director Tom Nickels said the report was a reminder of the environmental benefits of EVs, with the company having started its shift to EV waste collection trucks three years ago.

“There are real challenges in shifting to EVs for a heavy fleet. It’s still early days for us, but getting more diesel trucks off the road has to be a good step forward,” Nickels said.

Waste Management has nine EV trucks. It is working to have 20 of its national truck fleet converted to electric and around 100 EVs in its light fleet by the end of 2019.

Nilfisk has opened its new headquarters in Blacktown, New South Wales. The 27,000sqm site includes a warehouse, workshop and open plan office space.

The centre was officially opened by Nilfisk Australia managing director Michael T. Hansen; Lord Mayor of Blacktown City, Stephen Bali; and Ambassador of the Kingdom of Denmark, Tom Norring.

Hansen said the new site will become the central hub for Nilfisk in Australia and New Zealand.

“The next couple of years will be very exciting for us all. We want to be the leaders in solution-driven technology. Our motto is to work as one team with one agenda,” Hansen said.

Nilfisk currently employs 108 staff across Australia and New Zealand. The new headquarters takes the number of Nilfisk sites to eight across both markets.

ECNZ releases new cleaning specification Environmental Choice New Zealand (ECNZ) has released a new cleaning specification, EC-58 Detergents and Cleaning Products, which will supersede all existing consumer and commercial cleaning product specifications, according to the environmental label.

ECNZ specifications are reviewed and updated by the New Zealand Ecolabelling Trust every five years. This year, the Trust has consolidated eight detergent and cleaning specifications into a single EC-58 Detergent and Cleaning Products specification.

ECNZ general manager, Francesca Lipscombe, said consumers around the world are concerned with a company’s social responsibilities when purchasing products.

“The new specification highlights criteria related to social issues, such as hazardous substance restrictions for worker safety, requirements for training, clear labelling, and palm oil and palm oil kernel procurement responsibilities.”

The newest development for the EC-58 specification is the inclusion of a criteria for microbial cleaners. This looks at how microbial cleaners (1) restrict microbes to commercial or institutional cleaners only, (2) include bans on the use of genetically modified organisms, and (3) require that the microbes are cleaning what they are designed to clean.

8 INCLEANNZ August 2019

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SPONSORED FEATURE

New era for PREMIER HYGIENE Since the introduction of its first cleaning line in 2016, Premier Hygiene has experienced solid year-on-year growth, establishing itself as a supplier to watch.

First established in 1996 as Taipac, Auckland-based distributor Premier Hygiene originally specialised in the distribution of hygiene and packaging supplies to supermarkets and retail stores in New Zealand.

In 2005 the company rebranded to Premier Hygiene & Packaging, however, due to its increasing customer base, the company became a standalone entity in 2011, owned by partners Albert Toh and Essam Yousef, and began trading as Premier Hygiene, specialising in the distribution of janitorial and paper hygiene products.

In 2016, Premier Hygiene entered the cleaning market with a range of mops, buckets and cloths from China. Since then, the company has experienced steady growth year-on-year and today has 150 distributors around New Zealand.

At the end of 2018 the business was sold to Certus Group following the retirement of Toh. Remaining partner Yousef retains a 25 per cent holding in the business.

10 INCLEANNZ August 2019

“This has been exciting for us and allowed Premier Hygiene to change the conversation to products that are unique, save time and are a lot more efficient.”

Following the acquisition, Paul Wilde, who had worked with Premier Hygiene since 2017, was appointed general manager, and has since expanded Premier Hygiene’s target markets with the introduction of two international brands to its cleaning range.

SPONSORED FEATURE

flexibility with cart customisation, this provides managers the ability to modify carts to fit different functions.

“Being organised and efficient in all segments of the business helps your bottom line. Cleaners can waste a great deal of time looking for a tool or product they need in order to get a job done. If they are not well organised, they lose valuable time and employers ultimately are left watching their money walk out the door.

“Companies need to do some research before purchasing cleaning carts, considering aspects like ergonomics, wheel systems and storage capacity instead of just considering the low-cost option.”

The Alpha trolley is a modular trolley that can be designed around a customer’s exact requirements. Because of this, there is a great deal of interaction between Premier Hygiene, its distributors and the end users.

“We believe in sourcing great products that are of good quality, fit for purpose and are at a competitive price point. If we can continue getting this right, then we can continue adding value to our customers.”

“This has been exciting for us and allowed Premier Hygiene to change the conversation to products that are unique, save time and are a lot more efficient,” said Wilde.

Fit for purpose product range Alongside its Pure label range of mops, buckets and cloths, Premier Hygiene stocks products from leading Italian manufacturer Filmop, including the multipurpose Alpha trolley, which Wilde describes as a “game-changer” for the cleaning market.

“On the surface, the cleaning cart appears to be a low-tech product designed to carry cleaning supplies and tools,” said Wilde. “But the design of these trolleys can make or break efficiency.”

When it comes to cleaning carts there is definitely more than meets the eye, and a lot to think about, according to Wilde.

“No one cleaning department is the same, so it makes sense that the look and function of cleaning carts vary greatly. If you have

“We believe when the cleaning team are engaged in the project they buy into the final result. It is exciting to see the delight when the trolley is delivered and is exactly what the customer wanted.

Introducing the Alpha trolley has expanded Premier Hygiene’s target market to healthcare and aged care facilities and large public spaces like shopping centres and airports.

Adding German brand Vileda’s flat mopping system to its cleaning range has also opened up new opportunities for Premier Hygiene.

“Flat mops can clean up to 10 times faster than a conventional mop, so the productivity gains are huge. Flat mopping is ideally suited to medium areas.

Premier Hygiene is also working closely with Australian company Oates to introduce another channel for its customers to buy product from, but with such a large range of product, Wilde says it’s going to take some time for Premier to identify the right mix of products for the NZ market.

“We are in the very early stages. As Oates was purchased by Freudenberg Household Products in 2017 and we now supply products from the Vileda range, we feel a partnership could be beneficial to both Premier Hygiene and Oates,” said Wilde.

“Adding more products such as trolleys and mopping systems to our cleaning category is definitely a priority for us, but I want to introduce products that are both unique to Premier Hygiene and are new to the market so we can continue adding value to our distributers and their clients.”

Building a solid team with a focus on customer service will also be a focus for Premier Hygiene moving forward.

“Premier Hygiene is a small and efficient team, but in the near future we plan to expand our sales and operations team.”

INCLEANNZ August 2019 11

SPONSORED FEATURE

“The biggest challenge in our market is to change the mindset of measuring cleaning as a commodity based purely on cost, to one that’s based on value.”

Green credentials Premier Hygiene is the only company in Australasia to supply FSC (Forest Stewardship Council), ECNZ (Environmental Choice New Zealand) and carboNZero accredited products.

“We see this accreditation as our point of difference in the marketplace,” said Wilde. “We are currently working with our major suppliers in Asia to get the ECNZ accreditation onto our virgin ranges. If all goes well, this will be completed by the end of September this year.”

FSC is a global certification system that enables specifiers to identify and purchase wood from well-managed forests. Over the past 20 years, FSC has become a well-trusted and established brand in sectors and markets around the world.

ECNZ accredited products are products that have been proven to be better for the environment. Environmental Choice provides a credible and independent guide for people who want to purchase and use products that are proven to be better for the environment.

12 INCLEANNZ August 2019

It is New Zealand’s official environmental label, initiated and endorsed by the New Zealand Government, although independently operated, and recognises the increasing effort of manufacturers to reduce the environmental impact of their products.

“ECNZ are very thorough and leave nothing to chance, so getting this accreditation is quite an achievement,” said Wilde.

CarboNZero is a carbon accounting system designed to help businesses understand and manage their greenhouse gas emissions.

Carbon Zero certification is an independent endorsement of a business’s commitment to manage its carbon footprint.

Last year, Premier Hygiene was recognised in the top 20 carbon reducers in New Zealand.

“That was quite an achievement for us, being so small,” said Wilde.

“The NZ government has a focus on carbon emission reduction and think that we are well placed being one of the top reducers last year.”

The next few years will see Premier Hygiene secure its place in New Zealand’s cleaning market.

“We’re seeing interest in the products that we’ve introduced. There is an ongoing educational aspect of helping customers understand the value and time-savings associated with the products and the edge it will give them.

“The biggest challenge in our market is to change the mindset of measuring cleaning as a commodity based purely on cost, to one that’s based on value.

“As a company we will continue to assess our product portfolio and analyse customer needs. With our international contacts, we hope to be the first in New Zealand to access new trends – such as moving towards granule chemical technology and minimising risks around dosage – and bring them to the New Zealand cleaning market to provide our distributers with an edge of efficient, timesaving methods.”

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It has knitted microfibre for superior cleaning performance and PVA for best possible absorbtion and rinsing. See the shiny and clean surface, work with a minimal effort. With just one wiping movement the surface is clean and dry, which saves both time and money.

Contact details Premier Hygiene 09 250 0084 www.premierhygiene.co.nz

INDUSTRY

WASTE NOT, WANT NOT How cleaning service providers can take the lead as the global movement to minimise waste and eliminate single-use plastics continues to gain momentum.

The growing movement to eliminate single-use plastics – disposable plastics that are used only once before they are discarded or recycled – is leading many businesses to consider their waste footprint and environmental impact.

From airlines to hotels, corporations are taking the lead on environmental issues, ditching single-use items such as plastic bags, straws, takeaway coffee cups, coffee stirrers and cutlery.

Last month New Zealand joined a growing number of countries that have banned single-use plastic shopping bags. The regulations, which took effect from 1 July 2019, apply to all businesses who sell goods, including sales directly to consumers, business-to-business transactions and online sales.

The public consultation, which ran from August until September 2018 and garnered almost 10,000 submissions, found New Zealanders want less plastic waste.

Not stopping at single-use plastic bags, many local and international businesses have also signed up to the New Zealand Plastic Packaging Declaration, committing to use 100 per cent reusable, recyclable or compostable packaging in their operations by 2025 or earlier.

Public demand for packaging alternatives is leading service providers and product manufacturers to adapt their offerings and provide more sustainable solutions.

14 INCLEANNZ August 2019

“As consumers become more aware of the environmental impact waste is having, service providers will need to take responsibility and provide more sustainable offerings or be left behind.”

On World Environment Day (5 June) this year, ISS aims to save more than 80,000 items from going into waste bins by issuing its third annual global ‘Zero Waste Challenge’.

The initiative is the brainchild of the Waste Services division at ISS UK, and asks all involved to reduce waste produced on the day, with activities as large or as small as each pledge can achieve. In 2017 and 2018, a total of 28,500 people eliminated 143,000 items from waste on ZWC Day.

INDUSTRY

ISS general manager, business development NZ, Neil Moselen, says organisations are increasingly moving toward sustainable and environmentally responsible activities.

“This requires service providers to ensure that they too adopt sustainable practices, and closely scrutinise their supply chain partners for alignment,” Moselen said.

“For example, most chemical suppliers are now packaging their products in recyclable containers and consumable manufacturers are moving more of their range toward compostable or biodegradable types.

“Service providers cannot simply rely on customer driven initiatives in this area – they need to upskill, innovate and partner with their client.”

In July 2019 InterContinental Hotels Group (IHG) announced its entire hotel estate of almost 843,000 guest rooms would switch to bulk-size bathroom amenities by 2021. The global hotel group, which has an average of 200 million bathroom miniatures in use across its hotel estate every year, joins a growing number of corporations aiming to eliminate plastic use.

Last year Air New Zealand announced it would substitute 14 single-use plastic products – replacing five single-use plastic products across domestic services, including water cups, café cups and lids, as well as nine types of plastic bags network-wide, with lower impact alternatives – from its supply chain over 12 months.

At the time of the announcement Air Zealand said the initiative would eliminate 24 million plastic products.

In July this year the airline ramped up its waste reduction efforts, announcing it would double the number of plastic items to be removed to nearly 55 million. It will also roll out coffee cups made from plants rather than plastic across its domestic and international networks from October 2019, while plastic water cups will be transitioned to recyclable alternatives from September 2019.

A bill proposed in California earlier this year aims to ban hotels and other lodging establishments supplying guests with single-use plastic bottles. If passed, the law will take effect from 1 January 2023 and would ban accommodation providers including hotels, motels, resorts, bed and breakfasts and holiday rentals from providing any “small plastic bottle containing a personal care product”.

Julie White, chief operating officer of trade association Hospitality New Zealand, which represents around 3000 hospitality and commercial accommodation businesses, said the group encourages its members to avoid single-use plastic items, such as plastic drinking straws, and to provide solutions and alternatives.

“In recent years, sustainable initiatives have become a common focus for hotels, with many larger international chains making commitments to lower their carbon footprint and make environmentally-friendly choices (for example, in housekeeping and procurement) a key part of their CSR policies,” White said.

“Globally, hoteliers are already working on a variety of solutions to reduce plastic waste from amenities, such as providing recyclable (or reusable) containers, or by providing larger dispensers.

“Crucially, an increasing number of guests welcome the move too – approximately three in four millennials would happily pay extra for a service that is sustainable, versus just over half of baby boomers.”

White said for some accommodation providers, cost and guest perception can be a barrier to moving towards a more sustainable operating practice.

“Fundamental to the success of any sustainable initiative is also education of guests. Communicating clearly to guests the environmental impact of the change the hotel is trying to make

can have a significant impact on the willingness of guests to join in that eco-friendly journey.”

Cleaning suppliers are uniquely placed to pioneer and encourage best practice in efforts to reduce waste, thereby supporting client corporate responsibility sustainability goals. Auckland Zoo recently ditched single-use coffee cups, with the move expected to eliminate the use of 160,000 single-use compostable cups a year. It comes a year after the site introduced water stations to replace single-use water bottles from its food outlets.

PPCS, which has held the cleaning contract since 2018, uses biodegradable materials, chemicals and rubbish bags onsite, and opts for refills instead of using new bottles and canisters.

All products PPCS uses onsite – from toilet paper to cleaning chemicals and rubbish bags – also have ECNZ approval and chemicals must be palm oil free.

Facilities management services company OCS NZ has also implemented a number of waste and environmental minimisation programs with its clients including Auckland Airport and Marlborough District Council.

According to the OCS Australia and NZ 2018 sustainability report, OCS NZ uses its end-to-end waste identification and management system with clients to assess and design total waste minimisation systems and practices. From providing initial measurements and analytics, the team continue to monitor and measure waste collection against targets.

The cleaning industry produces its own fair share of waste, including chemical containers, disposable wipes, gloves and bin liners.

“We all need to start thinking from a circular economy mind-set instead of the current ‘use and throw away’ way of operating.”

Andy Kenworthy, communications and campaigns co-ordinator of the Sustainable Business Network, says the sector has an important role to play to assist the move from a linear economy, where materials are discarded after use, to a circular economy, aimed at minimising waste and making the most of resources. “[The industry] should be looking at how it can reverse logistics and get products back into factories to be re-used, rather than discarded. We’re looking to reuse material and recycle in its truest sense – getting [products] back into production.

“I think the industry will start to see a strong element of product stewardship, where companies creating products will think about the packaging and the product itself and be responsible for it all the way through its life cycle.”

Last month Coca-Cola Oceania and Coca-Cola Amatil NZ announced a major increase in the use of recycled plastic as part of a global commitment to help solve the growing packaging problem.

The companies jointly announced a new sustainability commitment that all plastic bottles smaller than one litre and all water bottles will be made from entirely recycled plastic by the end of 2019.

The announcement makes NZ one of the first countries in the world to achieve and exceed Coca-Cola’s global sustainable packaging goal to increase its use of recycled plastic.

INCLEANNZ August 2019 15

INDUSTRY

“Service providers cannot simply rely on customer driven initiatives in this area – they need to upskill, innovate and partner with their client.”

Bridget Gardner, director of Fresh Green Clean and a leading Australian sustainable cleaning consultant and trainer, suggests service providers consider product options such as microfibre, single-dose chemicals in dissolvable sachets as well as reusable canisters to help minimise or eliminate packaging waste.

“With a growing appetite for solutions to the waste problem, the business sector will be expecting cleaning services providers to take initiative.”

Clancy Simmonds, business development and marketing manager of NZ-based Ecobags, says the company has witnessed an increase in requests for alternatives to plastic liners such as compostable, largely from hotels, offices, hospitals, schools.

“As consumers become more aware of the environmental impact waste is having, service providers will need to take responsibility and provide more sustainable offerings or be left behind,” said Simmonds.

“We can’t keep taking non renewable resources like petroleum to make plastics and sending this to landfill. We all need to start 16 INCLEANNZ August 2019

thinking from a circular economy mind-set instead of the current ‘use and throw away’ way of operating.

“Businesses have the opportunity to be leaders in their industry.

If we wait for government legislations to lead the way, it will be too slow for real change to happen. Consumers can also influence change by buying products and supporting companies that “operate sustainably, and letting those companies know, that are not”.

It is clear that sustainability, including sustainable procurement has moved beyond the purchase of environmentally friendly products.

Today’s procurement leaders are not only considering the environmental aspects of products, but also the health factors and social impacts of the goods and services they procure.

More recently, procurement is playing a pivotal in increasing supply chain transparency following legislations such as Modern Slavery, which took effect in Australia this year.

As Kenworthy explains: “We are seeing the tendering process having more formal elements of [sustainability], and businesses that can match those standards will be the ones that get more of the work,” he said, adding there is increasing concern from businesses to not just minimise environmental damage, but be socially responsible as well.

“There is growing interest that sustainability is throughout the entire supply chain, such as social standards and terms and conditions for workers.”

Simmonds says companies can take the lead on environmental and social standards by educating staff.

“We can all do our part towards a better future for our kids – it’s our responsibility. As we know, there is no planet B.”

COVER STORY

Why we should all support Thank Your Cleaner Day™ Business leaders across the board know how critical it is to maintain a stable and happy workforce. They also know that in a time of low unemployment, keeping hold of good staff is easier said than done.

T

hank Your Cleaner Day™ (TYCD) is an initiative that recognises the important role of professional cleaners and the fact that people working in the industry don’t often receive direct client feedback, because many of them work at night.

Since it began in 2015 as an initiative of the Building Services Contractors of New Zealand (BSCNZ), TYCD has spread from Australasia to the U.S.A, Canada and beyond.

This has been helped by Kärcher, who sponsor the day, as well as the genuine goodwill many organisations have for their cleaners.

OCS ANZ Managing Director Gareth Marriott is a longtime supporter of Thank Your Cleaner Day: “It’s important people realise the value and importance of the work frontline cleaners do. Thank Your Cleaner Day encourages direct and meaningful interaction between our own frontline people and our clients, so that team members know their work is truly appreciated.”

perception of cleaning as a career, which benefits ongoing and future recruitment.”

That sentiment is echoed by BSCNZ CEO Sarah McBride.

She says the day provides valuable profile-building for cleaning and hygiene service businesses and highlights the difference professional operators provide.

“Thank Your Cleaner Day reminds people of the dedication and expertise that come with top performers in the industry. It also helps build the relationship between clients and the cleaning teams who look after their premises.”

Gareth Marriott says OCS ANZ will remain a strong supporter of Thank Your Cleaner Day not only because of the benefits it provides to OCS, but also to the professional cleaning industry.

“Enthusiasm for the day is not just good for our people, but also for us as business leaders.

“Getting in behind Thank Your Cleaner Day is not about promoting OCS, it’s about promoting cleaning as a respected and valued career choice, and that’s important for all of us who care about excellent service delivery.”

As well as showcasing the value of professional and properly trained staff to our clients, it improves the

Thank Your Cleaner Day 2019 is on Wednesday 16 October.

For more information www.thankyourcleanerday.co.nz.

COVER STORY

Old Fashioned Meeting & Greeting to Build Team Engagement It’s fortunate that Gavin Upston, Operations Director for OCS NZ, is a ‘people person’. In the last few months he’s shaken hundreds of hands and drunk countless cups of coffee, but he wouldn’t have it any other way.

18 INCLEANNZ August 2019

I

love it! Catching up with our teams and clients across the country is one of the highlights of my job.”

Gavin is in the middle of his second epic road trip across New Zealand. Coined ‘Sat Nav Gav’, the tour aims to extend the personal touch to as many of OCS’ 4,200 New Zealand team members as possible.

Gavin presents long service awards (several team members have more than 30 years’ service) and has been awarding a number of key frontline staff ‘Branch Ambassador’ status. He has also taken the opportunity to take a look at the work OCS teams are doing at a number of key sites, including new clients like the major new upscale retail and entertainment hub, Tauranga Crossing.

erations Manager, Clinton McKee, Op nn gio Re al Lam Sam, ntr Ce Manager Ambassador, Pele From left: General Wellington Branch S OC n, sto Up vin Emma Wildon, Ga w nager, Neil Anslo Wellington Area Ma

From left: BOP Area Manage

r, Peter McDonald Gavin Ups

Gavin explains the value of maintaining good relationships between OCS’ national support office and front-line staff.

“Our clients often have personal relationships with their cleaners and like to get to know them. That’s just one reason it’s good to have a stable and committed workforce – when our OCS teams know the clients and their premises really well, they are even more committed to doing a great job for them.

“From our point of view, it’s really important that people are well-trained and up to date with new technology and other developments. We are lucky to have so many wellestablished teams and loyal workers; that continuity of service is invaluable.”

ton at Tauranga Crossing

lian nch Ambassador, Gil ston, Whanganui Bra From left: Gavin Up James Area Manager, Paul Taranaki/Manawatu

Myhill,

about them, when they see we are committed to their development and provide opportunities for them to grow within the industry, they will go the extra mile for the clients, and that’s what really makes the difference.”

Gavin Upston also takes the opportunity on his branch and site visits to have a chat with team members and fill them in on the news from head office.

For many years, business leaders have recognised the importance of good staff engagement, but OCS Managing Director Gareth Marriott says it goes beyond good business practice.

“It’s a great way to exchange ideas and information, and get feedback from our front-line people. As a manager, that’s really useful and helps us get an early handle on what is and isn’t working.

“For us, everything comes down to service. We need to look after our customers, and to do that, we need to look after our people. When our teams know we care

“To me, this is a fundamental part of being a service company- everything comes down to relationships, and that starts with our own teams.”

INCLEANNZ August 2019 19

HEALTHCARE

Why better healthcare IS BEST FOR BUSINESS

Francesca Lipscombe* examines the future of healthcare.

As the saying goes, home is where the heart is and healthcare has an equal place in making our ‘home’ earth, a happy place for everyone.

Exploring healthcare at a personal level points us to the nasty bugs circulating at home and work with cleanliness being top-of-mind for those trying to avoid coughs and colds. A helicopter view on healthcare, however, forces us to consider the impacts of consumerism and how this shapes both the environment and the overall wellbeing of people.

So what does the future of healthcare look like and how does this impact the business of cleaning? I believe there’s a strong crossover between healthcare and environmental standards. International trends also support a growing belief that sustainability is about more than just the environment; social and ethical issues are becoming increasingly important.

An evident symbiosis has always existed between environmental and social issues, and by default lower environmental impacts affect human health in an extremely positive way. By their very nature, 20 INCLEANNZ August 2019

environmental standards work in favour of human health by eliminating human exposure to harmful ingredients. For the cleaning industry this is noticeable at both ends of a product’s life-cycle, with exposure to chemicals at the manufacturing stage and subsequently as finished cleaning products when they are used at home or in public places.

In the past, eco-friendly cleaning products have held a bad reputation for being ineffective, but innovation has resulted in better choices for consumers who want products that are genuinely ecofriendly but also get the job done. ECNZ has taken a lead in this space developing specifications that ensure licensees face a stringent verification process that set their products apart as environmentally preferable and fit for purpose. In addition to this, customers are guided on safe and best use for products.

Local indicators show that people are thinking beyond the environment and into the social space of corporate good. The development of apps of such as CoGo (Connecting Good) which

HEALTHCARE

guide consumers to businesses that adopt sustainable practices and have products that respect people and the planet is a prime example of these shifting times.

Given the close relationship between environmental and social measures, we’re also considering including specific social criteria (which is still being defined) in all our existing specifications. This involves highlighting where we are already addressing social and human health issues as part of an environmental criteria, something that has come to the fore as an important flag for our licensees to wave to their customers.

1. Do the products you’re using follow best environment and social practice?

2. Are products being used correctly? Communicating best use is key!

3. Is this job for a microfibre cloth? Sometimes this is more than enough.

4. Are there any alternative cleaning solutions?

5. Can I minimise chemical use for safer product exposure? Try diluting and not overusing chemicals.

“The industry should keep its finger on the pulse by considering social and healthcare issues in product development and use” Can you think of environment and social issues within your supply chain that directly impact health? There’s plenty to consider when looking at a product’s life-cycle and this emerging trend will definitely influence the way business is conducted in the cleaning industry.

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Five questions to ask to increase healthcare

It’s clear that consumers are fiercely compassionate and recent protest action from Kiwi youth shows a desire to see greater action and change to protect our home – the planet.

The industry should keep its finger on the pulse by considering social and healthcare issues in product development and use, especially as consumers increasingly seek products that bring benefits today and for the future.

Francesca Lipscombe is the general manager of the New Zealand Ecolabelling Trust which administers the Environmental Choice New Zealand ecolabel on behalf of the New Zealand Government *

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HEALTHCARE

Why effective floor cleaning is vital in healthcare

Cleanliness is crucial in healthcare settings where patients and visitors are vulnerable to the spread of infection. While keeping floors clean is a clear priority for any infection control program, it needs to be done well, and with the right commercial cleaning equipment, if it is to be effective, writes Ben Mathews*.

We all know how important it is to wash our hands to prevent the spread of germs. Equally important in hospitals, however, is effective floor cleaning. In fact, it is a key control measure in any clinical risk management framework as it significantly reduces the spread of healthcare-related infections.

Catharine Paddock PhD for Medical News Today states that although hospital flooring surfaces are not classified as high touch areas, they frequently come into contact with objects that are, such as call buttons, blood pressure cuffs and even hands. This contact can cause contamination and assists in the spread of infectious diseases, highlighting the importance of thoroughly cleaning all floors throughout healthcare facilities.

Thorough environmental cleaning is important for the prevention of transmission of infectious diseases within healthcare settings.

This is backed by studies conducted by University of Arizona microbiologist Dr Charles Gerba, who found cleaning is the only intervention that can reduce the spread of viruses by up to 80 to 90Â per cent.

A safe, clean and welcoming environment also reflects positively on the healthcare facility. It puts patients at ease and provides them with a sense of dignity, comfort and trust in a setting where they are likely to feel unwell, uneasy or anxious.

Proper and regular cleaning of surfaces can also help prevent deterioration, which means money that would be otherwise spent on renovations can instead go towards improved healthcare services or life-enhancing technology.

How, then, can healthcare facilities ensure they are maintaining a clean environment that meets the strictest of hygiene standards?

22 INCLEANNZ August 2019

The right floor cleaning equipment is a huge factor in this process.

Oscillating machines are an excellent option for cleaning non-slip and tiled areas. High speed oscillating heads use side to side and front to back motions to scrub deep into porous surfaces removing dirt and grime that becomes lodged in hard to reach places. The powerful orbital action also reduces water and chemical usage by up to 70 per cent while still achieving a thorough clean.

With quality machines available on the market that feature a square shaped scrub head, operators can reach up too and along walls and edges ensuring a full clean and removal of maximum amounts of bacteria.

An additional benefit of oscillating machines is that with the scrub head only moving in very small circular motions there is almost no splashing of the solution on the floor or adjacent walls and equipment. This is critical in health applications as germs can be transported in the solution and cross contamination can occur.

Scrubbing machines with adjustable weight pressure are also recommended for use in areas to assist in the control of infection. By increasing the weight on the scrub deck the bristles from the brush or pad are pushed deeper into the flooring surface where traditional machines may not reach.

As technology advances, floor cleaning machines are also becoming more advanced with features suction as Zone Programing to optimise water and chemical use for set applications.

Clever machine innovations and cutting-edge vacuum technology have significantly reduced machine noise, allowing for nighttime operation or cleaning around patients and guests without causing any disturbance. This is especially beneficial for time critical clean ups of spills or contaminants to reduce the spread of infection.

HEALTHCARE

Whilst having a powerful floor scrubber is important maintaining high recommended to suit the application and achieve the desired outcome. hygiene standards, equally as important is correct operator training.

Including suggested chemical dosage and pad type. Companies that Once the operator receives adequate training, they understand how to offer extended warranties and comprehensive guarantees should be highly maintain strict cleaning standards to prevent the spread of infection and regarded when researching potential floor cleaning equipment providers. are able to maximise the machines effectiveness.

When investing in floor cleaning equipment it is important to Training should always include understanding the correct chemical consider not only the capabilities of the machine but the back up dosage to use to eliminate bacteria without overuse as this may cause support that will be provided by the supplier. Companies should offer damage to the machine and flooring full after sales support including surface as well as overwhelm the air technical advice, scheduled with strong chemical fumes. servicing and a full spare parts “Whilst having a powerful floor It is also important for the inventory order to minimise scrubber is important maintaining operator to have a sound machine downtime. understanding of matching the Most repairs and servicing can high hygiene standards, equally as correct pad with each application. be carried out onsite, however, for This guarantees that all bacteria are extensive machine repairs where important is correct operator training.� removed leaving thoroughly and the machine must be removed, hygienically cleaned. quality machine suppliers can The correct cleaning and storage of the floor cleaning machine itself often provide a similar machine to be used in the interim. This is is equally as important to prevent cross-contamination from dirty particularly of benefit in the healthcare industry where cleaning must recovery tanks or pads/brushes. be frequent and thorough.

In order to achieve and maintain the necessary hygiene standards This article first appeared in INCLEAN Australia magazine partnering with a trustworthy and reliable floor cleaning expert is * essential. A true floor cleaning expert will always conduct a site evaluation Ben Mathews is sales director at Conquest Equipment prior to the sale of a machine to ensure that the correct machine is being www.conquestequipment.com.au

INCLEANNZ August 2019 23

HEALTHCARE

Hygiene in healthcare Dr Denis Boulias* shares his tips to improve hygiene and reduce spread of infection and illness in a healthcare setting.

Infections within a hospital environment can be a significant risk and are often referred to as nosocomial infections. The causative agent of the infection may be present on the patient at the time of arrival (endogenous infection). However, the infection may also be acquired during their stay at hospital – which is referred to as cross contamination.

Often microorganisms can penetrate the skin or mucous membranes and reach areas such as the bones, muscles, and body cavities, for example the bladder – an area that under normal circumstances is sterile.

Where a reaction to such contamination develops with symptoms then there is an infection. Healthy people have a normal general resistance to infection. However older people, babies, pregnant women and the immunocompromised (e.g. cancer patients) have a higher susceptibility to developing infection.

Microorganisms may be transmitted from their source point to a new host by indirect or direct contact or through the air or various vectors.

Sneezing and coughing is an example or airborne transmission.

Touch between a healthcare worker and a patient is an example of direct transmission. The most common vector of transmission, however,r is indirect contact where a contaminated person touches (contaminates) an object and the further contact between that object and another person may then lead to an infection.

Cleaning Possibly the most fundamental measure for maintaining hygiene is cleaning, and this is particularly important in a hospital environment.

The microbial effect of cleaning is a mechanical process – microorganisms are suspended in the cleaning fluid and hence removed from the surface.

Most cleaning will remove more than 90 per cent of microorganisms, however, should the cleaning be rushed or careless then cleaning may disperse microorganisms over a greater surface area, increasing the probability they may contaminate other objects.

As such, a well-planned colour coded cleaning process is essential, particularly in healthcare environments.

Precautions Hand hygiene: Poor hand hygiene can comprise the level of cleaning we are aiming to achieve. For example, in handling rubbish 24 INCLEANNZ August 2019

a cleaner may come into contact with items such as tissues noting the flu virus can infect a person for up to 8 hours after being deposited on a surface. It is vital cleaners are trained to never put their hands where they cannot see them when handling rubbish and wash hands as required. There are a number of reasons cleaners may not follow a strict regime of washing their hands which include: • Workload: when busy a cleaner may be less likely to hand wash.

• Time: there may not be enough time to wash the hands fully and properly.

• Appearance: the hands may not appear dirty – but germs are too small to be seen.

• Presence: a sink may be hard to get to, such as in a messy cleaning room.

It is crucial cleaners are trained that hand washing is a priority for their own health benefits and that of the client.

Personal Protective Equipment: It is always important to risk assess all work tasks and comply with any relevant site specific safety requirements already in place. It is important to wear gloves if ever required to clean blood, body fluids, excretions, secretions and contaminated items. In any cleaning process that may result in a splash of blood, body fluids, excretions or excretions then a risk assessment of the situation is essential. This may result in the use of a mask, eye protection and/or face shield or even a gown. The handling of linen may also be a hazard and where soiled must be treated as infectious. Again, all safety precautions and requirements associated with a healthcare facility must be complied with especially if any cleaning is required within an isolated room of a contaminated patient. Most importantly consistent and proper handwashing is essential.

Handwashing: Soap acts as a detergent with one side of its molecule liking water (hydrophilic) and the other side of its molecule liking oil (hydrophobic). Cell membranes are also made up of a dual sided hydrophilic and hydrophobic molecule. As such, soap solvates the hydrophobic parts of a cell membrane and hence kills the bacteria by dissolving the membrane. Furthermore, the hydrophilic part of the molecule then causes it to be easily washed away.

Soap isn’t as effective against viruses because viral membranes are more protein based than lipid based and hence the viral membrane

HEALTHCARE

isn’t as easily dissolved. That said, however, a soapy environment can still adversely affect protein structure and inactivate a virus. Of course alcohol-based hand sanitisers and antibacterial soaps are likely to be more effective than soap.

It is normal to have germs living on the skin. Whilst soap and water do a good job of removing germs from the hands it is important to ensure that hands are properly dried. It is more likely that wet hands will spread germs more than dry ones. It takes around 20-30 seconds to dry the hands well with paper cloth towels and 30-45 seconds under an air dryer.

There are three important tips associated with washing hands: • Don’t scrub the hands as it can damage the skin and potentially provide small cuts for germs to enter.

• Try to keep your fingernails short as bacteria like the area under the nails and longer nails are harder to keep clean.

• Don’t be in a hurry as it takes around a minute to properly wash and dry the hands.

Alcohol-based cleansers kill germs by denaturing (changing the shape) of proteins essential to the survival of viruses and bacteria.

Most cleansers have a high level of alcohol (around 60 per cent) mixed in with skin conditioners as alcohol itself would dry out the skin.

Research has shown that alcohol based cleansers have reduced germ counts on hands better than soap.

“Hygiene in healthcare is an extremely important and complex field with new innovative approaches regularly hitting the market.”

Alcohol, however, does not kill everything such as bacterial spores and non-enveloped viruses. A non-enveloped virus is very virulent, can damage host cells significantly and is more resistant to harsh environments than an enveloped virus with its membrane of lipids and protein. That’s why each environment needs to carefully assess its hand cleaning requirements. For example, many hospitals go back to soap and water cleansing during cold weather vomiting outbreaks that may be caused by non-enveloped more virulent viruses.

Hygiene in healthcare is an extremely important and complex field with new innovative approaches regularly hitting the market. This article simply scrapes the surface of the field where the importance of hand washing is an emphasised safety measure all people can do to improve healthcare hygiene and reduce spread of infection and illness. *

Dr Denis Boulias is national safety manager at Broadlex Services

www.broadlex.com.au

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CARPET & RESTORATION

A force to be reckoned with

The news, issues and key voices from the second annual Australasian Restoration Conference and Tradeshow.

The partnership between the Restoration Industry Association (RIA) and the Institute of Inspection, Cleaning and Restoration Certification (IICRC) has marked a historic turning point for the development and advancement of professional standards.

The significance of the newly inked agreement, whereby RIA will transition its industry certification to IICRC to administer, was clear at the 2019 Australasian Restoration Conference and Tradeshow, with the new direction of each respective organisation, as well as the wider restoration and remediation industry, a continued topic of conversation. “[The partnership] is the start of a collective effort to elevate the professionalism in our industry, with the two strongest entities in our industry,” IICRC chairman Pete Duncanson told delegates.

Under the agreement IICRC will offer and market RIA programs to both RIA members and IICRC certified firms and registrants.

The partnership will also include the development of a joint global industry consensus standard on fire damage remediation and restoration, BSR/IICRC S700: Standard for Professional Smoke and Fire Restoration.

Duncanson described the partnership as a major milestone which will advance the trade for professional cleaning and restoration technicians, as well as provide greater career pathways.

RIA president Lee King said the RIA and IICRC will mutually support each other and work for the betterment of the restoration industry.

“The leadership of the IICRC and the RIA believed it was in the best interest in restorers for both associations to work in co-operation with each other. This [partnership] doesn’t just tactically unify the industry, but strategically unifies the industry.”

RIA Australasian council chairman Owen Boak said industry certification will now become a unified process, with industries able to access clear pathways to becoming internationally recognised as experts in their field through both the IICRC pathways leading on to the IICRC/RIA industry certifications.

26 INCLEANNZ August 2019

“Clients enter a tumultuous time when they suffer a claim. We have to ask ourselves, are we going to be the one to just settle the waters, or will we be the one to come to their aid?”

– Art Johnson, keynote speaker Boak said there will be greater industry education focused on broad-based acceptance of industry standards leading towards better outcomes for all stakeholders in the damage repair process, as well as improved access to industry training and events.

It comes as the association continues to gain momentum in Australia. Globally, RIA represents more than 20,000 cleaning and restoration professionals from 1100 member firms specialising in textiles, environmental issues and restoration.

The association’s local arm was first established as a steering committee in 2015. In 2017 the RIA approved the formation of an Australasian council, giving its Australian and NZ counterparts a seat on the board of directors.

Leadership learnings Now in its second year, the conference provided highly technical workshops, seminar sessions, industry panels as well as networking events for those in restoration, remediation, carpet cleaning, indoor air quality and construction.

Held at Twin Waters on the Sunshine Coast, Queensland, the event brought together local and international delegates from the US, Canada and Europe – providing global insights on restoration and remediation trends, issues and challenges. This year also saw

CARPET & RESTORATION

“We have created a fantastic industry, now we just need this industry to be respected by everybody. People don’t realise what the restoration industry can do” – Oliver Threlfall, chair of RIA Australasian advocacy initiative common behaviours small business leaders subconsciously bring to their businesses, noting the majority of business leaders cite internal dysfunction as one of the largest barriers to business growth.

“We have to stop fighting ourselves before we can allow growth to happen,” Violand said.

New era, new voices

From left: Oliver Threlfall chair of RIA Australasian advocacy initiative and Owen Boak, RIA Australasian council chairman

the addition of a one-day training workshop on contaminants in the indoor environment.

Keynote Art Johnson spoke of the importance of customer service and building trust with customers who have experienced a critical event.

“Our clients enter a tumultuous and very turbulent time when they suffer a claim,” Johnson said.

“We have to ask ourselves, are we going to be the one to just settle the waters, or will we be the one to come to their aid?

“We can either add to the problem or prove to be a solution to the problem. We have a tremendous effect of these individuals when we address these situations.”

The event’s second keynote, business consultant and executive coach for the restoration industry Chuck Violand discussed six

A recurring theme of the conference was the need for advocacy.

In June RIA announced the establishment of an advocacy and government affairs (AGA) task force in the US. The AGA, understood to be the first of its kind in the industry, will provide advocacy for restoration professionals and seek to influence legislation and reform, with the group to include three RIA members and three IICRC members, in addition to its chair, restoration contractor advocate and counsellor Edward Cross.

Australia will soon follow suit, with the association announcing the launch of its own advocacy initiative at the conference. The committee will be chaired by Steamatic Group founder and owner Oliver Threlfall, who was also named the winner of this year’s Australasian Lifetime Achievement Award at the conclusion of the event.

Threlfall, who has been involved with the association’s local arm since it was first established as a steering committee in 2015, said the committee and its initiatives will be member driven.

“Restorers have a highly specialised skill set, yet we’re not respected as a trade. We have created a fantastic industry, now we just need this industry to be respected by everybody. People don’t realise what the restoration industry can do.”

More than 20 vendors were also in attendance including Encircle, Carpet Cleaners’ Warehouse, Tramex, MouldLab, AELM, Coach8, XPower, Benefect, Decon Systems, Restore Solutions, Alorair, IICRC, Legend Brands, Violand Management Associates, Actichem, Aeris Environmental, Bennett Direct, Climate Rental Solution, Cool Breeze Rentals, Mycotec, Restoration Express and TESA Directive.

INCLEANNZ August 2019 27

CARPET & RESTORATION

Reducing risk to building occupants and workers with air filtration devices A proper air filtration setup will help to reduce the exposure of occupants and technicians to potentially dangerous materials, writes Cleaning Systems’ Paul Pritchard.

Air filtration devices (AFDs), more commonly known as ‘air scrubbers’ with HEPA filtration, are increasingly important in restoration.

They have become the standard of care on most flood remediation or decontamination insurance claims in NZ. AFDs should always be used when drying a structure with a known contaminant, and are also recommended when wall cavities, flooring surfaces or sub-surfaces are known to carry a high degree of organic debris, soils, allergens or other undesirable particulates.

“[ADFs] have become the standard of care on most flood remeditation or decontamination insurance claims in NZ” Why? Proper air filtration is important when building occupants have significant risk to exposure to particulates, specifically the very young, the elderly, and those who have respiratory problems or a compromised immune system.

Whenever airmover’s are used on any flood restoration job for drying, the amount of particulates in the restoration space dramatically increases likely causing risk to both workers and occupants or at the very least creating unpleasant malodours.

AFDs work by drawing the contaminated air through several stages of special filters, arranged in order from coarsest to finest filtration.

HEPA stands for High Efficiency Particulate Air Filtration. When used in-conjunction with airmovers, which can also have HEPA filters attached, a higher level of safety can be achieved.

28 INCLEANNZ August 2019

Ask yourself: how often does at least one of the following conditions or tasks exist on a restoration job?

• Contamination (sewerage, mould, or asbestos) • Drying carpet or carpet and underlay in place or “floating” carpet • Structural cavity drying • Customers who request air filtration • Customers who are concerned about allergies • Immuno-compromised individuals or other at-risk occupants.

The answer is of course every job has at least one of these conditions. This is why controlling dust, soot, and airborne bacterial contamination with air scrubbers or AFDs is essential and expected by insurance companies using preferred suppliers in NZ. The Environmental Protection Agency (EPA)1 and American Lung Association2 have both published articles listing pollutants of concern.

These pollutants can be classified into two types: particulate and gaseous.

The presence of airborne substances, whether non-visible respirable particles or the more visible larger particles, should always be assumed.

A proper air filtration setup will help to reduce the exposure of occupants and technicians to these potentially dangerous materials, and help to ensure that the indoor environment has truly been restored to its pre-loss condition.

Learn more about indoor air quality at EPA’s website http://www.epa.gov/iaq/ pubs/insidestory.html “The Inside Story: A Guide to Indoor Air Quality,” EPA Document #402-K93-007, 19 June 2003 http://www.epa.gov/iaq/pubs/insidest.html. Accessed April 16, 2019.

1

American Lung Association, “Indoor Air Pollutants and Health,” https://www. lung.org/our-initiatives/healthy-air/indoor/indoor-air-pollutants/. Accessed April 16, 2019.

2

CARPET & RESTORATION

Taste test methods This method introduces a controlled amount of a specified challenge aerosol concentration into a hood fitted over the wearer. This test is suitable for tight fitting respirators fitted with particulate or combination gas/vapour and particulate filters.

If the taste of the aerosol is detected at any point during the test process, the test is failed, terminated and restarted after adjustment or refit. If repeated failures are experienced, an alternative size or model of respirator should be tried.

This method is for half facemask products only – it cannot assess the high protection factors that are required by full facemasks.

Advantages • Inexpensive and simple to use • No calibration of equipment required • No modification of facepieces required.

Disadvantages • Subjective – uses wearer’s response to detect leakage • Unsuitable to test full face masks requiring high protection values.

Quantitative fit testing (QNFT)

Respiratory fit testing Fit testing of tight-fitting respiratory protective facepieces has been in use for many years, but there are still widespread misconceptions and misunderstandings about what a fit test pass signifies, writes 3M’s Mark Reggers*.

When to fit test according to AS/NZS1715 Fit testing should be carried out on all tight-fitting respirators: • Before the respirator is issued • On all users of tight fitting facepieces Fit testing should be repeated if: • The wearer significantly loses or gains weight, has major dental work or sustains a major facial injury • A different size or type of mask is used or is recommended annually Fit testing is in addition to the requirement to perform a fit check prior to each use – this is a brief, gross determination of a suitable fitting each time the respirator is donned.

Fit test methods There are two main types of fit testing; Qualitative (QLFT) and Quantitative (QNFT).

Qualitative fit testing (QLFT) Qualitative fit tests provide a pass/fail result based upon the wearer detecting a test agent by taste. They provide a subjective measure of the performance of the seal of the facepiece to the wearer’s face.

A quantitative fit test gives an objective measure of the quality of the seal between the wearer’s face and the facepiece.

Using a particle counting device These devices work by counting naturally occurring particles circulating in ambient air. A probed facepiece is connected to a particle counting device. Particle numbers within and outside the facepiece are counted and compared. The ratio is called a fit factor. This fit factor should not be used as the basis to select a respirator.

Advantages • Provides an objective numerical result • Wearer response does not influence result Disadvantages • May be cost prohibitive (~A$20k) • Temporary or permanent modification of facepiece required (e.g. may need an adaptor to fit on the mask to allow inside sampling) Each fit testing method has its advantages and disadvantages as highlighted above. Workplaces need to evaluate what method is right for them and the respirators used in the workplace. However, each method when applied correctly can provide an acceptable assessment of mask fit.

It is essential for both fit test methods (and when masks are worn in the workplace) that the subject’s face is free from facial hair or other items that may degrade the face seal performance. Wearers with facial hair or stubble in the critical areas must not wear a tight fitting facepiece.

Fit testing should not be undertaken by employees if there is any hair growth between the skin and facepiece sealing surface, such as stubble, beards, moustaches or sideburns which cross the respirator sealing surface.

There are many particulate hazards which cannot be seen by the naked eye and are much smaller than a single beard stubble or strand of hair as shown by the adjacent picture.

These small particulates can easily bypass the filter via gaps created by any facial hair and enter the mask into the wearers breathing zone, hence exposing them. Gas and vapours pass straight through facial hair and into the breathing zone.

Fit testing is crucial, but it is only one element of a full Respiratory Protection programme (RPP). For adequate respiratory protection to be achieved, fit testing is a required component of a comprehensive and effective RPP as described in AS/NZS1715.

Mark Reggers is an occupational hygienist for 3M Personal Safety Division and is the host of the 3M Science of Safety Podcast. Listen to the 3M Science of Safety Podcast on Apple Podcasts, Spotify, Google Podcasts, www.3m.com.au/sospodcast or wherever you get your podcasts from! *

INCLEANNZ August 2019 29

TECHNOLOGY

Purchasing technology FreshOps CEO Martin Callan shares his tips to ensure the correct technology is sourced for your business.

Buying technology is one of the most difficult challenges we face as business owners. We are told repeatedly we need technology to be more efficient and to eliminate friction in our business.

But using technology is an expertise most of us don’t have. It can take a significant amount of time to understand the problem, identify the right technology and implement it. Because of this, most of us end up doing nothing.

The tips below might help you change that and seek out technology to benefit you, your team and your business.

Identify the technology you need The first step is to take the lead on what you are looking to buy. If you respond to the next advertisement that lands in your inbox you will likely become the next victim of ‘shelfware’ (the software you bought that just sits on the shelf !)

To take the lead you need to be clear about where costly ‘friction’ is in your business. Friction is where activities for customers, staff or management take longer than they should, carry substantial costs or result in poor quality or errors regularly.

Finding friction in your business requires measuring where time is being lost. Look for activities where work is repeated, or customer and staff feedback suggest there are better ways to get things done.

If this sounds too difficult then get expert help from a consultant to identify these areas. If you are smaller operator, it will be a smaller job, and just might be the best investment you ever make.

Prioritise the processes to improve first After assessing existing processes, you can prioritise which of these offer the greatest gains. You might also find some of them are related and can be resolved as a group with one solution.

When assessing areas to improve be sure to also look at the age of hardware and software in case they need to be replaced soon anyway.

Also consider the utilisation of current tools by your team, examine where the most time is being spent on ‘pen and paper’ activities or operational tasks, especially customer service experiences (e.g. time on hold).

30 INCLEANNZ August 2019

Research the ‘typical’ options For each potential improvement look at the most likely way to automate, reduce or eliminate the work. Don’t overthink it, often the obvious approach, applied well for your business is the best way to go. For a simpler problem this might only take a few quick phone calls, for more complex problems you may want to have a few vendors pitch their solution.

Be sure to include your team too. It can engage star performers and your best people are your internal subject matter experts. They are ideal at adapting external ideas to fit your business problems and it can also be highly engaging for your team.

“30 and 90 days after implementation it is good practice to go back to the requirements you outlined to see if the targeted problem has been fixed.”

List your requirements Listing requirements is simply stating what you need. When buying any product, it pays to be very clear on the scope of your requirements. If you don’t do so, you will wind up buying a range of ‘extras’ that add no value to you, your team or your customers.

Clearly articulate the features you must have, those you would simply like (you might pay a little extra if included), those you won’t pay for (if they are included then great, but you won’t pay for them as you probably won’t use them)and those you might even want to ensure are excluded (features that may distract your team).

Common criteria to rank options would typically include; functionality (what does it do for you), time to implement, purchase cost, installation cost, maintenance and support cost/availability, time in market, clients they serve today, customer service during

TECHNOLOGY

evaluation, security standards, disaster recovery, backups and anything else that matters to you, your team, your industry and your experience.

Consider the alternatives for each process Input from potential vendors gives you a realistic idea of what it takes to buy/license, implement and maintain each alternative. You can now rank the options you have come up with by cost (time, team members needed) and the expected benefits you might expect in savings, increased customer satisfaction, increased number of customers you can serve, etc.

At this point you may have a laundry list of options in front of you. Avoid feeling overwhelmed, simply stage each project and make progress as best as your resources allow. Be careful not to underestimate the work to fully deploy new tools, and similarly stay focused on the benefits you expect to gain from the effort.

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Purchase your software Once you have identified the solution to pursue you need to identify a vendor. Look for those with experience in your specific category. A lot of software promises to service businesses of any type, but every sector and business has their own nuances and you want as close-a-fit to your industry as you can get. Seek out specialists wherever possible.

When making your purchase articulate your requirements from above in a purchase order. Raising your own purchase order ensures there is clarity over what you need from this purchase, not just the summary of product features being offered. This helps eliminate confusion later if account managers change or there are disputes on the contract.

The purchase order also helps create your clarification to what becomes a legally binding contract to which you are obligated, not just what is listed on the vendors bill of sale.

Implement and evaluate The implementation stage should be relatively easy as you have already determined you need to do the project, the benefits are all there to be captured and your team have been involved in evaluating the options.

30 and 90 days after implementation it is good practice to go back to the requirements you outlined to see if the targeted problem has been fixed, and if the solution has been rolled out for the costs and times you identified. Doing so gives you and your team a chance to consider areas of purchasing software you can do better in.

If you take the above steps in determining the software you need, casting a wide net to source the best value software for your needs and then diligently ensuring you extract that value then you will be doing as well as anyone can expect.

Buying technology is not easy. Your own experience with IT, hardware, software, data, security and networking is going to have limitations. Stay open minded and keep asking questions.

Before you know it, you will have earned your stripes to ensure you are sourcing technology for your business that can help you delight customers and grow efficiently. www.getfreshOps.com is an Australian-made, mobile workforce application and management portal built to assist cleaning management. The author can be reached at martin@getfreshOps.com.

EMAIL: SALES@CLEANINGSYSTEMS.CO.NZ OR CALL: 0800 100 117 INCLEANNZ August 2019 31

TECHNOLOGY

Digital touchpoints throughout the employee lifecycle ISS NZ national people manager Helo Tamme examines how technology can improve the employee journey.

The job of a cleaner has changed tremendously over the past few decades. In today’s work environment meeting the physical demands of the job is not enough. The suitable candidate needs to have the right attitude, preferably some previous experience in the service industry and they need to be tech-savvy. Yes, that is correct.

Recruitment: While there are still some organisations that post job adverts in local newspapers and notice boards, the majority of employers post their vacancies online or on social media.

Onboarding: We expect all candidates to submit their CVs online.

When their applications are successful they need to familiarise themselves with different company policies and requirements (such as a team member handbook) before the receive their IEA or collective agreement.

Training and development: More and more organisations are opting to use online training programs which include additional jobrelated training modules such as chemical awareness, health and safety or workers’ compensation.

Employee engagement: When creating a workplace experience it is inevitable to keep the human touch as such. However, we do see a lot of changes especially in this field: • Different online software solutions such as Kronos for rosters and timesheets.

• Annual appraisals are moving from paper formats to online.

• Payslips are delivered to all employees via email or mobile applications.

• Employee engagement surveys are conducted online.

Communication: Communication with team members is done via emails, online newsletters as well as mobile application channels.

Communication within teams, especially remote teams, is increasingly conducted via social media or through platforms such as Yammer or Slack. Recognition is also communicated via online channels 32 INCLEANNZ August 2019

(everyone can give Kudos via LinkedIn, for instance!) Administrative tasks are also applied via the mobile application.

Exiting: Exit interview programs such as ExitPro or Ideabase are a great tools to use use – employers can look closer at turnover reasons as well as examine ways to improve the workplace experience for existing team members.

“The job of a cleaner has changed tremendously over the past few decades.

In today’s work environment, meeting the physical demands of the job is not enough.”

In addition, more and more organisations have started to create online alumni programs (very often on Facebook) – to stay in touch with former employees or to rehire former talent, known as ‘boomerang recruitment’.

Even though at first sight the use of technology throughout the cleaner’s employee life cycle seems challenging and complicated, it has a lot of reasons why employers should consider using it more: • It gives efficiency and helps to reduce the cost of supporting staff.

• It helps to reduce supervisors’ time to work with the transactional topics which means that they can focus more on managing their staff and contracts.

• It is more environmentally friendly.

• It provides consistency, transparency and compliance as all activities are recorded and available to present in case needed. www.nz.issworld.com

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OPINION

Driving

success

Building Service Contractors New Zealand (BSCNZ) CEO Sarah McBride provides an update on the association’s latest initiatives ahead of its upcoming industry conference.

BSCNZ is the voice of the commercial cleaning sector in New Zealand. As the only representative body for the industry, BSCNZ provides a cohesive voice to key stakeholders and helps to drive change on behalf of the industry.

BSCNZ members work together to raise the standards of our industry. This is achieved, in part, through our extensive auditing process; proving certified members have voluntarily gone above expected standards to validate their commitment to ethical and sustainable practices within the industry.

In addition, BSCNZ lobbies government on behalf of members.

Most recently BSCNZ lobbied government to raise the concerns over long-term labour shortages as our sector continues to struggles engaging and retaining workers. There is a risk that pending changes to immigration law could potentially perpetuate this concern.

After gaining an understanding of current issues faced BSCNZ, the Honourable Will Jackson requested the Ministry of Social Development engage with BSCNZ, stating: “My focus is on increasing employment, and improving employment conditions in the security, forestry and cleaning sectors.”

This collaboration has been very beneficial, and as a result, BSCNZ, in association with the Minister for Social Development Carmel Sepuloni, are pleased to announce the launch of an Industry Partnership Programme. Under the agreement BSCNZ will become the national work broker for the commercial cleaning industry.

The contract, which will commence from October 2019, will enable us and our members to work with the Ministry of Social Development to identify and assess candidates suitable for work in the commercial cleaning sector.

BSCNZ will directly screen potential candidates and offer employment to audited members. In addition, to further assist with promoting careers within the commercial cleaning sector, the Ministry of Social Development and BSCNZ have jointly funded the production of short videos to promote the work of the industry.

The videos will be able to be viewed on our website and will also be made available to members for career days, gateway programmes and other similar employment activities.

Details of the programme will be made available to all audited BSCNZ members, this will include details of the subsidies made 34 INCLEANNZ August 2019

available to employers. These subsidies will help support training and induction costs.

A similar version of this programme is currently running with the NZ Security Association. New Zealand’s security industry is understood to have a staff turnover rate of 80 per cent in the first six months.

“BSCNZ, in association with the Minister for Social are pleased to announce the launch of an Industry Partnership Programme. Under the agreement BSCNZ will become the national work broker for the commercial cleaning industry.”

However, individuals placed in the Industry Partnership Programme have equated to 75 per cent retention, which has been deemed by all parties as a great success for all involved.

The programme will officially launch at the upcoming BSCNZ Driving Success Conference.

Held over two days at the prestigious Hilton in Taupo, the conference will bring together more than 120 of New Zealand’s leading commercial cleaning operators, distributors, manufacturers and suppliers.

An array of exceptional local and international speakers will inspire you to drive success in your business and through your leadership, while providing opportunity to network with others from the commercial cleaning industry. We look forward to seeing you all at the conference as well as sharing the results of the programme once the initiative is embedded.

For more information for the conference please visit www.bsc.org.nz

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OPINION

How a net-zero emission future could solve the climate crisis In part three of a five part sustainability series, Bridget Gardner* discusses the hottest topic of them all – the climate crisis and international efforts to reach net-zero carbon emissions.

This article focuses on the risks, costs, and opportunities that could result from an increasingly warming climate and the actions being taken to limit it. I am not aiming to convince anyone of the validity of climate science.

If you are sceptical about the link between human activity and a warming climate, I would encourage you to review the evidence provided in the sources listed below and draw your own conclusions.

The risk of climate change Successful businesses must identify and manage their risks and opportunities. Risk management is also used to prevent risks to safety and the environment. Therefore, when assessing the likelihood, severity and consequences of risks to the success of our children’s capacity to live well on our planet, scientists and responsible governments have taken a similar risk-based approach.

But climate science is complex, and the risks are global. So, while there are thousands of researchers measuring changes to the ocean, atmosphere, air and ice and the effects on different eco-systems, using this data to pinpoint direct causes and preventative actions is challenging. Climate action has become political, and controversial.

To address this problem, the United Nations set up the Intergovernmental Panel on Climate Change (IPCC), which is a group of scientists who interpret the scientific papers, evaluate the risks and recommend strategies. This enables governments, institutions and corporates to drive consistent policies and action.

Carbon emissions and green-house gasses According to IPCC, human activity is estimated to have brought about a warming of 1.0°C above pre-industrial levels, and each of the last four decades has been warmer than the previous one.

If current trends continue, a warming of 1.5°C is likely to be reached between 2030 and 2052 which could completely destabilise the climate.

In the State of the Climate Report 20181, Australia’s CSIRO reported carbon dioxide (CO2) of all gases has reached 500 parts per million in the atmosphere for the first time in at least 800,000 years.

Burning of fossil fuels is the main contributor to its growth, along with changes in land use.

For millennia, carbon and methane in the Earth’s atmosphere has created a greenhouse effect that has kept the climate stable and allowed life on earth to flourish. But recent carbon emissions are creating a thick layer of “greenhouse gasses” that is trapping hot air and over-heating our air and oceans – causing rapid climate change.

36 INCLEANNZ August 2019

Some examples of the effects of climate change seen in Australia are: • Global sea levels have risen by more than 20cm since 1880.

• The oceans around Australia are acidifying, affecting coral and fish stocks.

• Reduced rainfall in southeast Australia since the 1970s and increased rainfall and flooding events across parts of northern Australia since the 1970s.

• Long term increase in extreme fire weather, and the length of the fire season, across large parts of Australia.

The CISRO report2 states: “Australia has warmed by just over 1°C since 1910, with most warming since 1950. This warming has seen an increase in the frequency of extreme heat events and increased the severity of drought conditions during periods of below average rainfall. Eight of Australia’s top ten warmest years on record have occurred since 2005”.

Net-zero economies So, what is the international community doing about the carbon crisis? Unfortunately, according to the International Energy Agency’s (IEA) Global Energy and CO2 Status Report3, carbon emissions rose a further 1.7 per cent in 2018 to a record 33.1 billion tonnes, with coal making up one third of the total increase.

However, many governments are starting to act. For example, last month the UK declared a state of climate emergency, established a Climate Change Act and introduced a legally-binding net zero emission target for 2050. New Zealand has also tabled a bill to set a net zero emission target for 2050 as have most Australian state governments (except for WA and NT).

Creating a net zero economy will not be easy, or cheap. According to the IPCC’s 2018 Special Report: Global Warming of 1.5 degrees4, a complete switch to renewable energy will be necessary.

This will hurt countries that rely on mining and burning fossil fuels for energy, like Australia. However the short-term costs are insignificant compared to the long-term costs and risks in inaction.

The Australian Financial Review recently stated two of Australia’s biggest insurers, IAG and Suncorp, reported falls in half-year profit leading to increased insurance premiums, with extreme weather events being the major factor5.

Industry opportunities Despite the frightening prospects of inaction, climate change presents many opportunities for improving efficiency and building your business. For example:

OPINION

Reduce carbon emissions from energy: Buildings with energy ratings from NABERS or Green Star – Performance, need service providers to use equipment and practices that reduce energy use. For example: • Energy efficient and/or battery-powered floor cleaning equipment • Daylight cleaning to reduce the use of after-hours lighting and power Purchase green power: • The use of certified ‘green power’ for manufacturing plants, warehousing, shops and head offices.

• Become Carbon Neutral Certified through the Department of the Environment and Energy (Aust).

• Purchase products that are supplied by Carbon Neutral Certified manufacturers.

Reduce vehicle emissions: Cars and trucks account for 15-20 per cent of global carbon emissions, so: • Hire a fleet of electric vehicles for the management team.

• Carbon off-set your vehicles through a certified organisation such as Carbon Footprint.

Natural disaster response: • An increase in emergency clean-ups and flood-mitigation.

• Mould remediation problems are also reportedly increasingly in NSW. One last thought Climate change is a global problem, and one that can feel overwhelming. Efforts made by individual businesses or countries, can feel futile when the results are not experienced.

Never in documented history have humans faced such an existential crisis. But conversely, never have we had the capacity and communication systems to address it.

Regardless of which side the political fence you sit, waiting 30 years for conclusive proof that burning fossil fuels has made the planet unliveable, is not good planning nor is it good business.

Technology and industry have created this problem so technology and industry can fix it. It takes courage to read the reports, address the risks and pay the cost of protecting our children’s future.

State of the Climate report 2018: www.csiro.au/en/Showcase/state- of- the- climate International Energy Agency’s (IEA) Global Energy and CO2 Status Report https:// www.iea.org/geco/ 4 The Intergovernmental Panel on Climate Change (IPCC) and the IPCC Global Warming of 1.5 degrees Special Report: https://report.ipcc.ch/sr15/pdf/sr15_spm_final.pdf 5 https://www.afr.com/business/insurance/australian-insurers-say-act-now-on-climatechange-20190221-h1bjck Additional resources: NASA https://climate.nasa.gov/evidence/ Department of Energy and the Environment: www.environment.gov.au/climate-change/ climate-science-data/climate-science/greenhouse-effect and www.environment.gov.au/climatechange/government/carbon-neutral/certification 1, 2 3

Bridget Gardner is director of Fresh Green Clean and is Australia’s leading sustainable cleaning consultant and trainer. *

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INCLEANNZ August 2019 37

OPINION

How professional cleaning boosts health Commercial cleaners are instrumental in keeping health hazards at bay, writes Crewcare founder David Serville.

Everyone wants to come to work or school to a tidy, sparkling, and fresh-smelling place, yet for so many people, cleaning isn’t expected to go beyond aesthetics.

Beyond the obvious help that a team of professional cleaners can extend in keeping common facilities sparkling and free from unwanted smells, here are a few of the reasons why commercial cleaning could benefit the health of people across offices and schools.

in offices. This feeling of ill health leads to an increase in sicknesses and absenteeism among building occupants or workers, which eventually trickles down to an overall decrease in productivity.

Hiring professionals will surely eliminate such risks. Commercial cleaners would have the right equipment, the knowledge, and the experience to thoroughly clean spaces while putting great emphasis on hygiene, sanitation, and safety from harmful elements.

Improves air quality

Eliminates insects and bugs

Since people spend a lot of time indoors, indoor air quality is expected to be optimal. But despite offices and schools already having HVAC systems in place, volatile organic compounds (VOCs), toxic airborne gasses, microbes, and dust still find their way inside modern commercial and public buildings.

Unfortunately, carpets and upholstery absorb a lot of these bad particles that in turn release air pollutants. If your space has unusually large carpets or rugs, dirt can easily get trapped in their fibres or absorb harmful chemicals that come from cleaning solutions, paint, furniture, and other odour-emitting items.

These can make breathing difficult especially for those employees or students who have allergies or asthma. Simple and regular vacuuming just won’t cut it. When done carelessly, it can worsen the release of toxins and pollutants in a given area, which can further the health risks to those prone to being affected.

Experts have also identified an occupational hazard called sick building syndrome (SBS) or tight building syndrome, whose symptoms are identified and attributed to the presence of airborne contaminants

Insects and tiny bugs tend to get overlooked in office spaces and schools because they’re more commonly found in the home, but they can quickly take centre stage once a co-worker can’t stop sneezing or a child in class starts getting itchy from a small red spot around the neck that has quickly developed into a full-on rash.

Microscopic dust mites can get trapped in carpets, plush furniture, and other similar areas. More often than not, they are too small to be noticed by the naked eye. They don’t bite or pass on disease, but they become a problem for people who are allergic to the protein found in their waste.

These irritating culprits normally feed on dead skin cells that humans constantly shed and thrive in warm, humid places such as offices and classrooms. As such, these closed spaces provide the perfect environment for these tiny critters. According to research, a female dust mite can lay up to 300 eggs and produce 200 times as much of its body weight in waste, which means that every day could lead to an awful situation for those allergic to them.

Symptoms for people allergic to these unwanted creatures include runny or blocked nose, wheezing or coughing, sinus congestion or

38 INCLEANNZ August 2019

OPINION

sneezing, and other hay fever-like symptoms. Complications from these allergic reactions can potentially develop into more severe or serious infections that often end with trips to the hospital. These can result in missed days at work or absences among schoolchildren.

Getting in touch with professional cleaners who have the necessary equipment to steam these micro-animals out of your carpets and furniture would be your best bet. With the right expertise, they’ll be able to kill them by exposing them to high temperatures. You can prevent bug infestation and prevent allergy attacks on top of consistent cleaning and maintenance of your spaces indoors.

Mitigates mould and mildew growth Exposure to mould can have a variety of effects on people. Some would get nasal stuffiness or throat irritation from it, while some would have more severe reactions especially those who have preexisting lung diseases. In 2004, the US Health and Medicine Division (HMD), formerly the Institute of Medicine (IOM), found sufficient evidence linking indoor exposure to mould and upper respiratory tract symptoms in otherwise healthy people; with asthma symptoms to asthmatic people; and with hypersensitivity pneumonitis in susceptible people.

Mould can enter commercial spaces through windows, doors, vents, and heating and air conditioning systems. It can also attach itself

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Those who suspect that they are affected should immediately report the concern to the proper stakeholders and get themselves checked by a doctor to find out if they should be medically restricted from their respective mould-containing environment.

If the mould problem is out of control, a mould diagnosis plus remediation procedure is in order. Qualified experts are expected to contain the area of contamination using specialised equipment, and then clean or remove the contaminated materials, followed by a specified drying method using dedicated equipment.

Commercial cleaners know exactly how to prevent a mould situation from happening again. They should make sure to expose usually wet or damp areas to higher temperatures to prevent moisture from being trapped in the spaces.

Clean office spaces and classrooms can make a lot of difference in the health and general well-being of individuals occupying them. Issues such as poor air circulation, insects or bug infestation, and mould growth usually result from the lack of proper maintenance in these commercial settings. Commercial cleaners are instrumental in keeping these hazards at bay, so make sure that you work with them closely.

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MANAGEMENT

Improving your

bid-hit

RATIO Ron Segura* dicusses how to make your bid rise above the rest.

Although I rarely use the expression, many contractors in different industries have what they call a “bid-hit ratio”.

Essentially, this involves comparing how many bids the contractors submitted against how many they won—that is, the “hit”.

There is no average bid-hit ratio. Some contractors will submit 10 bids and only get one hit and assume that is about right.

Others will submit five bids and get two hits, which is about what they expected.

In either case, most contractors think the reason they do not win those other bids is that another contractor came in with a lower price.

Let me set the record straight about this. Having been on both sides of the fence—as the facilities manager at Walt Disney Company in California and over decades working with contractors in the professional cleaning and other industries – I know for a fact that most facility managers do not choose cleaning contractors by simply selecting the low bidder.

Yes, many managers have indeed come to believe cleaning contractors are necessary commodities and are all about the same.

They believe contractors perform – and the customer can expect – about the same quality of work.

40 INCLEANNZ August 2019

In such a scenario, the manager is already setting up a no-win scenario. The manager selects the low bid even though they know eventually there will be problems.

Typically, either the quality of work slacks off or the contractor gives the customer a price increase. When this happens, the customer looks for the next low bidder, beginning the “revolving door” process, which happens again and again.

However, astute facility managers have learned how to avoid this.

They want to hire a quality service provider. They want them to stay.

“Many contractors mistakenly believe all customers are more or less the same and have the same cleaning needs.”

MANAGEMENT

Further, they want them to become a significant part of their business operations. As far as price, if the bid is exceptionally low an astute facility managers would view that as a cause for concern.

So, if they are not looking at price, what are these more judicious facility managers looking for? The answer is benefits. They are looking to see how your company will benefit their business operation in one or a variety of ways.

Highlighting the benefits to the client will help make one contractor’s bid rise above all the others. Now, not only is the contractor no longer a ‘commodity’ in the eyes of the client; the contractor also has a far more profitable account, one worth keeping for as long as possible.

“A bid package filled with the benefits of your service not only stands out but encourages the customer to move forward and hire you as soon as possible.”

Understanding features and benefits One of the things I do when I first start working with a cleaning contractor to improve the firm’s business results is visit the company’s website.

What I see on the site often tells me a great deal about how this company markets its services and what it includes in its bid packages.

I use that information to formulate a marketing plan moving forward.

For instance, if the site includes one or more of the following, I know changes are needed: • We are 30 years old • We are a mum-and-dad company • We practice green cleaning • We use the newest cleaning equipment These are all features. They may be interesting. They may tell the customer a bit more about you and your company. But they do not describe the benefits your potential client is looking for.

cleaning and maintenance these facilities need and know how to address issues and situations as they come up with proven solutions and help prevent the same situation from being repeated.

“We are a mum-and-dad company” Benefit: With us, you are not just another customer, you are part of the family. We want every member of our family to be healthy and happy, which will be reflected in the service we provide for you.

“We practice green cleaning” Benefit: We now know that some cleaning solutions and equipment used over the years have had a negative impact on the environment.

The goal of green cleaning is to reduce this impact and create a healthier facility for you and your building users.

“We use the newest cleaning equipment” Benefit: Newer cleaning equipment is more efficient, is more environmentally friendly, and helps improve worker productivity.

With improved worker productivity, our cleaning workers are able to perform more services, more frequently, helping to improve the health and appearance of your facility and helping us keep our costs competitive.

Benefits require listening

In some cases, these features can even work against you. For example, some customers are not interested in hiring a cleaning company that is 30 years old. They prefer newer firms, ones that are anxious to build their company along with their name and reputation.

Although you can still mention these features on your website and in your bid packages, you need to take them a step further and show how they can be a benefit to the customer.

Let’s take a closer look at some of these features and see how they might benefit the customer and potentially improve your bid-hit ratio.

Along with focusing on the features of their company and their service, many contractors mistakenly believe all customers are more or less the same and have the same cleaning needs.

This is the reverse of what we discussed earlier, when we mentioned many customers believe all cleaning services are about the same.

Customers are not the same. Many will place far more value on a particular benefit a company can offer them than others.

Your job, when evaluating an RFP or when meeting with a potential customer is to listen very carefully to their needs and wants. Invariably, the conversation will turn to what is most important to them. This should be the focus of your bid package.

We should add that a more benefit-focused bid has another advantage. It often creates a sense of urgency. If a customer has taken bids and none stand out – by providing benefits and solutions – it’s very easy for the customer to delay hiring a new cleaning contractor.

They may even decide to continue with the current contractor, despite their dissatisfaction.

A bid package filled with the benefits of your service not only stands out but encourages the customer to move forward and hire you as soon as possible.

Ron Segura is president of Segura Associates. His company works with large and small contractors helping them build their businesses and streamline business operations so that they can reduce costs and operate more profitably. He can be reached at seguraassociates@msn.com. *

“We are 30 years old” Benefit: During this time, we have cleaned and maintained facilities in a variety of different industries. We have learned what types of

INCLEANNZ August 2019 41

MARKETING

Master Cleaners Training Institute appoints CEO Master Cleaners Training Institute has announced the appointment of Liezl Foxcroft as new CEO following the retirement of Adam Hodge.

Master Cleaners Training From left: Liezl Foxcroft and Adam Hodge Institute was established by CrestClean in 2012.

Hodge has been at the helm of the organisation since its formation, and understood to have played a key role introducing the Certificate in Commercial Cleaning, a qualification specifically designed to meet New Zealand industry needs.

“Forming Master Cleaners Training Institute was a ground-breaking move for CrestClean. I’m proud of where we are today and all we’ve achieved. It’s been a brilliant journey.”

Originally from South Africa, Foxcroft, who has been appointed general manager training, started her career in New Zealand training and assessing security officers, which won her the NZSA Assessor of the Year Award.

Foxcroft said it is important to promote the positive aspects of training to counter a belief cleaning is an unskilled occupation.

“I have a passion for encouraging people to believe in themselves and be the best at what they do. I strongly believe that we need to provide them with the skills and knowledge to be able to succeed in their roles.

“The road to this success is good training – practical and theory. I believe we should be grateful, respectful and thank our cleaners,” Foxcroft said.

“I look forward to automating some of the training, with interactive online tools and helping to take MCTI to the next level.”

Jane* with Elaine Jame, Ruth McAulay, Marylou Sloane, Jo Rea and Jeanette Hopley

NZ prisoner receives cleaning qualification

Auckland-based commercial cleaning company Crewcare has announced its plans to expand its franchise network.

Previously operating as Crewcut Commercial Cleaning, Crewcare provides cleaning services, carpet cleaning, and floor polishing to offices, schools, cafés, bars, and restaurants in key areas across New Zealand. Crewcare has more than 100 franchises operating in multiple locations from Auckland to Wellington, Hamilton to Bombay, and from Waikato to the Bay of Plenty.

The business recently secured a deal with a multi-location early childhood education centre and said it is looking to distribute these locations among new franchisees.

Founder David Serville said this development has happened ahead of Crewcare’s strategy to obtain a bigger market share in its space the years to come.

While the business operates largely in Auckland and Wellington, the company is also eyeing Waikato and the Bay of Plenty area as locations of interest. Crewcare also plans to introduce other services to existing customers and franchisees offered by its parent company, CC Group NZ, which includes lawn and garden maintenance under Crewcut and asbestos management and removal under Chemcare.

A woman in Arohata Prison has become the first prisoner to achieve a cleaning qualification while in prison.

The long-term prisoner Jane* earned the New Zealand Certificate in Cleaning Level 2 through Industry Training Provider (ITO) Careerforce. The qualification recognises the skills and knowledge of those employed in the commercial, residential, health and domestic cleaning industries, as well as for those entering the cleaning industry.

Marylou Sloane, Corrections’ Regional practice manager education and training helped connect the prison with Careerforce.

“It’s been a rewarding pilot to be involved in,” said Sloane. “Through working together we’ve been able to maximise naturally-occurring evidence from the cleaning Jane has been doing to support her with this qualification.”

Elaine James, Careerforce business development consultant was thrilled to be involved in the project.

“It’s been a privilege to help support this first cleaning qualification in prison working with Jo Rea, Careerforce workplace advisor and Jeanette Hopley workplace assessor,” said James.

“It’s a fabulous opportunity for prison based trainees to undergo work-based learning, and transfer what they’ve learnt into a qualification. We’re really looking forward to building on the success of this pilot.”

Sue Abraham, Arohata’s deputy prison director says it’s been a great team approach to offer the qualification.

“I’m proud of the way everyone has supported Jane. She’s now studying towards her Level 3 qualification, and she’s encouraged other site cleaners to consider studying as well.”

Jane was supported by Arohata education tutor Ruth McAulay and Careerforce’s assessors who marked her workbooks. Custodial staff were on hand to provide the observation component required. * Not her real name

www.crewcare.co.nz

www.careerforce.org.nz

www.mastercleaners.org.nz

Crewcare eyes franchise opportunities

42 INCLEANNZ August 2019

MARKETING

Diversey launches odour eliminating solution

Removing urine odours from both hard and soft surfaces can be a challenging task for cleaners working in aged care and childcare facilities as well as those who are responsible for cleaning public bathrooms.

Diversey, has introduced an odour eliminator and cleaner designed specifically to counteract and eliminate the source of odours found in washrooms, urinals, drains, waste bins and on floors, walls and carpets in aged care, childcare facilities and public bathrooms of restaurants and hotels.

The BreakDown Odor Eliminator contains enzyme-producing bacteria that eliminates odours instead of masking odours. BreakDown cleans and deodorises a variety of hard and soft surfaces.

Over time, grout looks cleaner and the unpleasant odours from floors, drains, pipes and toilets are eliminated, leaving a pleasant experience for residents, guests and visitors.

For best results, Diversey recommends using BreakDown one to three times a week as part of a periodic cleaning program. BreakDown Odour Eliminator is available in a four 3.78 litre bottles. www.diversey.com

RapidClean Thrift R650 available in NZ

The RapidClean Thrift R650 is a functional vacuum cleaner supplied exclusively by Filta NZ. The vacuum comes with a four stage, hi-flow filter that ensures optimum airflow through the machine.

The HEPA rated filter also maximises indoor air quality, trapping 99.99 per cent of fine dust particles. The highly padded and easily adjustable straps and harness are made from premium materials, ensuring breathability and ultimate wearable comfort, and the body moulded frame brings the centre of gravity closer to the user to ensure optimal positioning. The vacuum comes with a 1300-watt motor, an 18 metre copper core cable for commercial applications and a two year warranty. RapidClean NZ national manager Craig Newton said the vacuum’s motor ensures enhanced performance with a low sound output.

“The RapidClean Thrift has been built to be functional, durable and long lasting. With simple maintenance requirements being met, [users] will have a highly reliable vacuum for many years to come.” www.rapidclean.co.nz

Battery-operated vacuums are the future, says Proquip NZ Battery-operated vacuums are the future of cleaning, according to Proquip NZ. The provider says the shift towards battery-operated vacuums in the building services market is being led by health and safety requirements and cleaning time premiums. Due to this shift, Proquip says it is working hard to keep up with demand for its new Superpro 700 battery vacuum from PacVac. According to the distributor one returning commercial cleaner has experienced a 40 per cent increase in productivity since adopting the PacVac battery technology.

Proquip NZ says PacVac’s battery backpack vacuum delivers superior manoeuvrability, efficiency and productivity. Understood to be one of the lightest battery backpack vacuums in today’s market, it is also conveniently supplied with four lithium Ion battery packs. www.proquipnz.co.nz

You’ll see the reflection.

They’ll see only each other.

Create a spotless space for your guests to reflect.

The Scotch-Brite™ Clean & Shine Pad gives your floors a gleaming reflection with less time, effort and equipment.

3M.com/cleanandshine 3M and Scotch-Brite are trademarks of 3M. © 3M 2018. All rights reserved.

INCLEANNZ August 2019 43

MARKETING

NZ Cleaning Supplies adds to range

NZ Cleaning Supplies has added two new products to its range.

Triple Play is a multi-functional cleaner fortified with enzymes and microbes to counteract malodours in carpet. The cleaner can be used for extraction, pre-spray prior to extraction and carpet spotting.

Triple Play uses low-foam surfactant technology to clean and destroy carpet odours. The enzymes and microbes in the cleaner provide residual cleaning and deodorising after an extraction is completed.

Along with its enzyme-producing microbes, Triple Play also contains additional enzymes and solvents that provide quick and effective emulsification of soils. This makes Triple Play effective as a carpet pre-spray prior to extraction. Pre-spraying with Triple Play allows the microbes and enzymes the time to effectively break down soils so they can be more easily extracted.

Triple Play’s combination of low-foam surfactant technology, enzyme fortification, and water-soluble solvents make it a superb carpet spotter. Use Triple Play straight on tough spots like urine, food, dairy, blood and sweat.

X-Ray is a ready-to-use all-purpose peroxide cleaner. The combination of hydrogen peroxide (H2O2) and biodegradable surfactants provides superior cleaning and deodorising, yet is environmentally responsible.

This spray and wipe cleaner can be used on all surfaces in homes, offices, schools and food service. X-Ray is exceptional for removing tannin-based stains like coffee, tea, and colas. The hydrogen peroxide in X-Ray helps power out stains caused by sodas, sports drinks and alcoholic beverages.

Whiteley calls for investment in healthcare cleaning

The cleaning kit for Makita’s 18V brushless cordless HEPA filter backpack vacuum with AWS is fast becoming Makita’s leading portable cleaning solution for cleaning crews.

The DVC261 vacuum is powered by two 18V lithium-ion batteries. The brushless motor generates 11kPa of suction for fast clean-ups.

The cordless vacuum weighs only 4.5 kilograms (with an empty dust bag and two 18V 6.0Ah batteries) and has padded shoulder straps and waist belt for a comfortable fit. Cordless and compact, the push button power selection controller attaches to the waist belt of the harness for convenient operation.

The efficient HEPA filter combined with the filter bag captures large, small and micro dust particulates, and the two litre dust collection container is easily removed for dust disposal.

Makita business development manager Luke MacLennan said the vacuum is part of Makita’s expanding 18V LXT system.

“Makita 18V Lithium-Ion batteries have the fastest charge times in their categories, so they spend more time working and less time sitting on the charger,” MacLennan said.

For improved tool performance and extended battery life, Makita created Star Protection Computer Controls which allows the Star Protection-equipped tool and battery to exchange data in real time and monitor conditions during use to protect against overloading, over-discharging and overheating.

Whiteley Corporation chairman Dr Greg Whiteley has called for increased investment in healthcare cleaning to compensate for the poor level of hand hygiene in hospitals, during a seminar series held in New Zealand.

Held by Whiteley Corporation NZ in Auckland and Christchurch, the series focused on the latest research on hand hygiene, surface cleaning and their role in reducing hospital acquired infections (HAIs).

During his keynote presentation on the latest research on surface cleaning and disinfection, Whiteley called for increased investment in cleaning in healthcare facilities to compensate for poor levels of hand hygiene in hospitals.

“It is very important that surfaces are cleaned efficiently, and bacteria are killed effectively,” said Whiteley.

He explained once bacteria set up a biofilm on a surface, they liberate members of the community to find other locations where a new home can be established, allowing an infection to commence.

“The goal of bacteria is survival. Bacteria have strategies that assist in their survival, move via hands and mobile surfaces, adapt to form new homes on new surfaces with biofilm growth, and absorb genetic elements that confer resistance to antibiotics and medicines.”

Keynote speaker Professor Mary-Louise McLaws challenged current thinking on hand hygiene compliance.

“Hand hygiene is the most critical infection prevention intervention. Monitoring compliance is an essential component of maintaining quality assurance standards within the healthcare setting.”

McLaws explained automated hand hygiene compliance measurements demonstrated that mandatory audits within healthcare settings are not valid and differ from automated auditing by 30 – 50 per cent.

One of the key take outs from her presentation was the importance of the first moment of the Five Moments for Hand Hygiene; before approaching a patient.

“If you can get staff to increase their compliance on this moment alone, you reduce the likelihood of your patients acquiring a HAI, which can lead to a slow and painful death,” she said.

“Not undertaking hand hygiene compliance in a healthcare environment is like being an accessory to a slow murder. Since we have such low levels of hand hygiene compliance, we are highly reliant on the environmental services team to ensure surfaces are clean as possible to reduce the spread of infection.”

www.makita.co.nz

www.whiteley.co.nz/biofilms.

www.cleaningsupplies.net.nz

Introducing Makita’s cleaning crew kit

44 INCLEANNZ August 2019

PRODUCTS

Compact and light sweeper

The Nilfisk SW250 walk-behind sweeper offers impressive performance in outdoor spaces as well as indoors. Compared to a manual broom, it picks up dust, dirt and sand up to six times faster.

Compact and light, the SW250 sweeper can be used when space is limited or in congested areas. There is no motor, so daytime cleaning is an attractive, cost-saving option. Dust is limited by the built-in filter and the easy handling of the large hopper when it needs to be emptied.

Rapidclean New Zealand 027 238 6601 www.rapidclean.co.nz

Bactol yo u r h a nds t o p r ev ent the spread of ger ms

Waterless hand cleanser

Bactol alcohol gel waterless hand cleanser contains 70 per cent v/v alcohol and uses natural emollients to replace the skin’s lipids, which are removed by alcohol. Bactol alcohol gel is available in 500ml pump packs or 1L pods for use in manual or infrared hand hygiene dispensers. Developed in compliance with EN1500 testing standard for alcohol-based hand rubs, Bactol is formulated with an alcohol concentration of 70 per cent Ethanol v/v, as recommended by WHO for maximum efficiency.

Whiteley Corporation 0800 257 352 www.whiteley.co.nz

78G

TTV6

Winter

SPECIALS Increase Floor Cleaning Productivity with the Nu-Assist App from Numatic.

User Training, Machine Maintenance, Parts Information, all at your fingertips 24/7.

0800 277 678 www.proquipnz.co.nz

Catalogue SALE ENDS 31ST AUGUST Vist Your Local RapidClean Store Today

WWW.RAPIDCLEAN.CO.NZ INCLEANNZ August 2019 45

August 2019 Qpage.indd 1

6/08/2019 11:24:02 AM

PRODUCTS

New fragrance for Florogen range Compact batterypowered scrubbier drier

The BR 30/4 C Bp is a light and compact battery-powered scrubber drier which ensures dry non-slip floors immediately after cleaning. The BR 30/4 C Bp is a contemporary alternative to the manual cleaning of hard surfaces with a practical performance of up to 200sqm due to its compact shape. This mobile cordless machine is ideal for cleaning floors in small shops, restaurants, petrol stations, supermarkets, sanitary areas, kitchens or even in addition to existing larger scrubber driers.

Karcher New Zealand www.karcher.co.nz

One-step cleaning wipes

The Scotch-Brite kitchen cleaner and degreaser wipes with Scotchgard protector offer a fast, easy convenient way to wipe away grease on stainless steel surfaces while leaving behind a protective Scotchgard layer, which makes it easier to wipe off grease in the future. The wipes protect as they clean and contain no caustic ingredients.

Whiteley Corporation has introduced a new fragrance to the Florogen range. Florogen Citrus is a specially formulated, alcohol-based, surface and space deodorant. Florogen Citrus removes unwanted odours and provides a positive method for increasing hygiene in the immediate area of use.

Florogen Citrus has a pleasant citrus fragrance and kills 99.9 per cent of bacteria. The Florogen air freshener range is available in two pack sizes, 5L and 500ml, with five fragrances – Original, Lavender, Frangipani, Strawberry and Citrus.

Whiteley Corporation 0800 257 352 www.whiteley.co.nz

Effective carpet cleaning brush

Increase carpet cleaning productivity with the NS400 brush. The NS400 brush can be paired with most machines in the Santoemma range. The unit provides operators with a 400mm cleaning width, rotating brush and jet system which provides a deep clean and fast cleaning results.

Proquip 0800 277 678 www.proquipnz.co.nz

3M +64 27 548 5460 www.3mnz.co.nz

General purpose cleaner

Lemex is a general use cleaner and deodorant with a pleasant lemon fragrance. It is a neutral detergent containing a powerful cationic surfactant and a fresh long-lasting lemon perfume. Being pH neutral it has excellent materials compatibility.

It is non-corrosive to fibres and common hard surfaces including normal domestic, commercial and healthcare environments. It is suitable for surface cleaning and use on other Class 1 Medical Devices and has been entered onto the Australian Register of Therapeutic Goods (ARTG).

Lemex is available in 5L bottles with a 500ml spray bottle.

Battery powered, versatile sweeper

Whiteley Corporation 0800 257 352 www.whiteley.co.nz

Rapidclean New Zealand 027 238 6601 www.rapidclean.co.nz

46 INCLEANNZ August 2019

The SW750 battery walk behind sweeper can be used for cleaning everything from retail areas to gas stations. With the carpet kit, it can even clean soft floors. The sweeper comes with an onboard charger as standard to ensure time savings. Moreover, the machine cleans so silently that it can be used in noise sensitive areas. At 59dbA, the SW750 sweeper is suitable for daytime cleaning without risk of causing disturbance.

SOLUTIONS

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Australia’s only dedicated Cleaning & Hygiene Event

Dylan Alcott Wednesday 23th October 10am-11am

• Local & international exhibitors • Cutting edge products & services • In-depth education sessions, workshops & panel discussions

Simon O’Donnell Thursday 24th October 10am-11am

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www.issacleaninghygieneexpo.com 1300 789 845 | info@interpoint.com.au Organised by

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