Jim Peduto is the president of MatrixIntegrated Facility
Management and the co-founder of the American
Institute for CleaningSciences, an independentthird-party accreditation
organization that establishes standards toimprove the professional
performance of the cleaning industry. Jim
is the lead author of the Cleaning Industry
Management Standard.
TThe cleaning industry finally has a standard for identifying high-quality, high-perform-ance cleaning operations.
The Cleaning Industry Management Standard and certification program is designed to do just that.
Certification to the Cleaning IndustryManagement Standard (CIMS) is a way for bothbuilding service contactors (BSCs) and in-houseservice providers (ISPs) to differentiate their oper-ations and demonstrate their professionalism.
In addition, facility managers and purchasingorganizations are already incorporating CIMSinto their requests for proposals.
To prepare for what’s ahead, BSCs and ISPsshould have an understanding of the standard, itsbenefits and what it takes to get certified.
What is CIMS?
The Cleaning Industry Management Standardand certification program was spearheaded byISSA and developed through a true consensus-based process.
Ultimately, development of the standardbrought together a group of organizations repre-senting more than 100,000 professionals fromthe cleaning, facilities management and pur-chasing communities.
Separate yourself, your employees and your services by achieving CIMS certification.
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Steps to certification Organizations that wish to apply for CIMS assessment should start by obtaining a
copy of an application, the standard and a compliance checklist, which are available at
www.issa.com/standard.
The next steps include careful review of the standard and self-assessment.
CIMS-certified experts and consultants are available to guide organizations through
this process and are listed on the ISSA website.
Once an organization is confident that it complies with the standard, it must demon-
strate compliance with the standard’s five elements through a combination of documen-
tation and performance.
An independent third-party assessment verifies that the organization has successful-
ly implemented its processes.
Following review of documentation and an on-site evaluation by an independent CIMS-
accredited, third-party assessor, an organization may then be recommended for CIMS
certification.
— J.P.
CIMS is a framework of managementprinciples designed to assist cleaningorganizations in developing quality, cus-tomer-centered organizations.
It sets forth processes, procedures andsupporting documentation that are univer-sally recognized as the hallmarks of a well-run and customer-focused BSC or ISP.
The standard, which is available for down-load at www.issa.com/standard, does notspecify products or cleaning techniques thatmust be used, but instead outlines five areasof best-management practices that are thecornerstones of well-managed and customer-centered cleaning organizations: Quality sys-tems; service delivery; human resources;health, safety and environmental steward-ship; and management commitment.
Quality systems
Quality is the cornerstone of a successful,customer-centered cleaning organization.
But, how does an organization developitself and run its operations to assure cus-tomers that it is positioned to deliver qual-ity services?
The key is the implementation of a qual-ity system — a framework for effectivelyrunning operations.
An effective quality system includes:Defining cleaning service requirements,implementing a quality plan, measuringperformance, obtaining relevant feedbackfrom the customer, and committing to con-tinual improvement.
foundation of successful service organi-zations.
To ensure acceptable service delivery, anorganization will need to implement aservice delivery plan that outlines the orga-nization’s customer-related processes,including workloading, staffing, purchas-ing, and handling of unexpected events.
Each organization will follow its ownunique business process, but such process-es need to be structured to make certainthat the customers’ needs are met and serv-ice is provided as expected.
Human resources
It has been said that a cleaning organiza-tion’s most important asset is its people.
A cleaning organization will only oper-ate in an efficient and professional mannerif its employees are well-trained, customer-focused and dedicated to delivering a qual-ity service.
Therefore, an organization must ensurethat it efficiently and effectively managesits “human capital” in a way that enhancesorganizational performance.
Service delivery
Having implemented a quality system, acleaning organization also needs to insti-tute processes and procedures that fosterthe effective delivery of services.
Meeting customers’ requirements is the
CIMS certification
From hiring to training to the actualdelivery of service, an organization’shuman resources, including both manage-ment and cleaning personnel, must be pre-pared to uphold the organization’s com-mitment to quality.
Health, safety and environmental stewardship
Quality cleaning and maintenance serv-ices are safe, healthy and sustainable.
They also should positively impact thebuilt environment.
This section addresses the processes, sys-tems and documentation as they relate toan organization’s commitment to health,safety and environmental stewardship.
Because the majority of this sectionrequires an organization to meet existinglegal and regulatory obligations, compliancewith most of the provisions is mandatory.
Certain provisions, however, are specificto organizations operating within the U.S.and, therefore, international organizationsseeking to meet the requirements of thissection should comply with all parallellaws and/or regulations that apply in theirspecific jurisdictions.
Management commitment
Effective management and the implemen-tation of appropriate management systemsare keys to ensuring the delivery of qualityservice that meets customer expectations.
An organization needs to have either aclearly defined vision for the future or anunderstanding of its mission, should active-ly plan for the future and should be pre-pared for times of organizational change.
A well-managed organization shouldalso have well-defined organizational rolesand responsibilities and an effective com-munication plan.
Finally, an organization should ensurethat it is in compliance with all applicablelaws and regulations and has secured allnecessary insurance and licensing.
Benefits for BSCs and ISPs
CIMS not only provides a reference
phase.Following an open application process,
23 organizations were selected to partici-pate in the CIMS Certification Case StudyProgram and become charter certifiedorganizations.
The case study participants represent across-section of organization size and geo-graphic location.
The organizations range from having asfew as 20 full-time equivalents (FTEs) to5,000 FTEs and service a broad spectrum offacility types.
As of early October, cleaning organiza-tions, including BSCs and ISPs, havealready achieved CIMS certification.
Detailed case studies documenting eachof the case study assessments will be avail-able this fall.
Initial feedback from the certified firmsindicates the certification process has beenvery rewarding and has produced tangiblebenefits.
In October, ISSA will open certification
to the industry at large.
Applications for CIMS certification have
already been received and those contem-
plating certification are encouraged to
apply early.
People are recognizing the need for truly
standardized cleaning operations and
management and it might not be long
before customers (whether they use a BSC
or an ISP) require CIMS certification.
We finally have a tool that distinguishes
firms that consistently deliver what they
promise.
CIMS has the potential to elevate our
industry and our businesses by recogniz-
ing firms that truly perform. CM
guide for quality operations, it is also a per-formance standard.
As such, CIMS provides third-partyrecognition and, therefore, credibility toBSCs and ISPs that achieve certification.
A BSC can use this certification to sethis/her business apart from competitorsand demonstrate commitment to customersatisfaction.
CIMS certification distinguishes leadingfirms by furnishing facility managers andpurchasing professionals with an easy-to-use quality-measurement resource.
BSCs can also use CIMS certification as avaluable marketing tool to demonstratetheir firm’s commitment to deliveringquality services and achieving customersatisfaction.
Similarly, CIMS certification providescustodial, environmental services and facil-ities managers with proof of improved effi-ciency and offers documentation to evalu-ate and elevate operations.
The standard also helps ISPs face thepressures of increasing service demandsand shrinking budgets by providing theanswers administrators, board members,executives and occupants are seeking.
The elements of the CIMS standardidentify the characteristics of high-per-formance cleaning organizations andset forth the framework for operationalsuccess.
CIMS is a touchstone resource aroundwhich BSCs and ISPs can gather and worktoward achieving an unprecedented levelof professionalism and excellence.
What’s next?
CIMS is currently in the case study
CIMS certification
CIMS is a framework of management principles designed to assist
cleaning organizations in developing quality, customer-centered operations.
