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1 1. SUMMARY Process Definition: Cleaning Waste & Recycling Services 1.1. This document defines the processes provided by the Cleaning Waste & Recycling services team in detail The relationship between this Business Unit process and the other Business Unit processes within the Facilities and Services Division (F&S, or the Division) management system is illustrated in the process flow map included in the Quality Manual. 2. REVISION AND APPROVAL Rev. Date Nature of Changes Approved By 0 09/02/2016 Original issue. David Wilson 1 03/03/ Update Section 4 Business Unit Process Objectives and Metrics David Wilson - Consolidated CWR Process Flowcharts (PRF s) 2 18/12/ Update Section 4 Business Unit Process Objectives and Metrics David Wilson 3 16/01/ Added QMS-FS-PRF Centralised Waste Repository Management David Wilson 4 19/11/18 - Updated section 4 David Wilson 3. PROCESS DEFINITION 3.1. The Cleaning Waste & Recycling team is responsible for contract management and assurance aspects associated with the provision of cleaning, waste and recycling services throughout the Australian National University (ANU). The team are responsible for ensuring that all facilities are cleaned to a high standard that will assist the University to achieve its strategic goals and provide a clean and sanitary workplace. Services provided by the Cleaning, Waste and Recycling team include, but are not limited to: Routine cleaning of buildings throughout the University and ensuring teaching space, laboratories, offices, bathrooms, kitchens, entrances and common spaces are clean and hygienic Specialised cleaning for areas such as PC2 Labs and/or other areas that require a higher level of cleaning due to the nature of the activity undertaken in a specific area Maintenance cleaning which includes carpet steam cleaning, treatment of hard floors, cobwebbing etc Waste collection service which removes and disposes of all general waste off campus Recycling of paper, cans and bottles ewaste disposal which includes computers, components and small electrical items Other waste and recycling activities on a user pays basis. Page 1 of 11

2 4. BUSINESS UNIT PROCESS OBJECTIVES AND METRICS 4.1. The Cleaning, Waste and Recycling process objectives and metrics have been derived from, and align with, the Goals detailed in the F&S 2018 Business Plan The objectives for the Cleaning, Waste and Recycling processes are defined in detail below and reviewed during the conduct of quarterly management reviews; see the documented procedure Management Review In addition, each process objective has at least one metric (or KPI) with which management can measure the effectiveness of the Business Unit process. These are also defined below and reviewed quarterly in records of management reviews. Objective 1 Provide accurate reporting on contract performance for Cleaning, Waste and Recycling services provided throughout the campus (Meets F&S Divisional Goals 3 & 4) Team Tasks KPI Lead By By When Conduct daily inspections as per schedule assessing cleaning contractor performance against stated requirements Ensure timely input of cleaning, waste and recycling data to Operations Portfolio Dashboard Ensure timely submission of quarterly reports to SDDs/GMs Meetings Cleaning Performance based on the scope of services and Service frequency (80% benchmark) Data metrics updated in Operations Portfolio Dashboard as required Quarterly reports submitted by the agenda deadline as required CW&RO CW&RO CW&RO Monthly Monthly Quarterly Objective 2 Conduct extensive stakeholder consultation and engagement for contracted Cleaning, Waste and Recycling services (Meets F&S Divisional Goals 3 & 4) Team Tasks KPI Lead By By When Engage with custodians and stakeholders to capture Cleaning, Waste and Recycling issues Quality of Service based on the number of complaints received Engage with custodians and stakeholders at least quarterly Complaints are reported daily to F&S along with the action taken and time of rectification. CW&RM CW&RO CW&RM Quarterly Monthly Page 2 of 11

3 5. PROCESS OWNERS AND RESPONSIBLE PARTIES 5.1. The owner of this process is the Cleaning Waste & Recycling Manager The Cleaning, Waste & Recycling Manager reports directly to the Associate Director, Operations, and is responsible for: Managing the University s cleaning, waste and recycling contract/s and services Actively supporting the work of the Division s Director and the members of the senior management team through the provision of timely, accurate, and complete information and analysis relating to improvements to service delivery, performance, compliance and the management of risks associated with cleaning, waste and recycling services Ensuring that all cleaning, waste and recycling services provided comply with relevant industry and statutory requirements The Cleaning Manager is a critical member of the team of staff responsible for delivering campus services and inform planning decisions arising from the implementation of the ANU Master Plan and the Capital Management Plans The Cleaning Manager supervises a small team responsible for developing and maintaining effective relationships with stakeholders from across the University s College and Service Divisions. The cleaning team will have strong links with the Environment, Sustainability and Heritage team within F&S which will enable a complete and seamless service to the campus staff that manage the University s property and assets The position requires the development of an intimate knowledge of the University culture, its direction and priorities, and its people. 6. TYPICAL PROCESS INPUTS 6.1. The typical required inputs for the Cleaning Waste & Recycling team processes are: Technical information needed: Waste and Recycling - BOTECH and SmartBin technology that provides waste and recycling data detailing weight, location and stream information. Cleaning auditing software used for the conduct and reporting of cleaning inspections and audits. Service Requests. Scope of Work for Cleaning Contract. Scope of Work for Waste and Recycling Contract Resources needed: ipad for the conduct of cleaning inspections. Desktop PCs and network resources for , correspondence, printing and analysis of input data. Landline and mobile for communications with custodians and stakeholders. Transport for campus and remote site visits. Page 3 of 11

4 Access to buildings for Business Unit staff Personnel needed: The Cleaning Waste & Recycling team comprises 4 full-time positions, as detailed below: Position Level ANU Officer Grade Senior Manager Level 1 (SM1) ANU Officer 5 (Admin) Position Title Cleaning, Waste & Recycling Manager Cleaning, Waste and Recycling Officer Special training needed: Refer Cleaning Waste and Recycling Manager Position Description. Refer Cleaning Waste and Recycling Officer Position Description. 7. TYPICAL PROCESS STEPS 7.1. The following process flow diagrams detail the typical process steps involved in the delivery of cleaning, waste and recycling services to F&S clients: QMS-FS-PRF Provide CWR Advice QMS-FS-PRF Cleaning Inspections QMS-FS-PRF Routine Cleaning/Waste Removal/Recycling QMS-FS-PRF Additional Cleaning/Waste Removal/Recycling QMS-FS-PRF ANU Centralised Waste Repository Management Page 4 of 11

5 Cleaning, Waste & Recycling Advice on Cleaning/Waste Removal/Recycling QMS-FS-PRF _Rev 1_ Request CWR advice Cleaning, Waste & Recycling Team Client Request for advice Research information requested Identify options Receive CWR advice from F&S Provide CWR advice to client Develop CWR advice Additional CWR advice required? Act on advice Follow up with Client Provide feedback Review feedback Is additional advice required? End Close out request for advice Page 5 of 11

6 Cleaning, Waste & Recycling Cleaning Inspections QMS-FS-PRF _Rev 1_ Cleaning, Waste & Recycling Team Building Custodian Roster of Buildings Invite Building Custodian to Participate Select building to be inspected Participate in inspection? Undertake building cleaning inspection Review cleaning inspection report Prepare cleaning inspection report Pass inspection? Reinspect after 7 days Pass re-inspection? End Pass re-inspection? Start Reinspect after 7 days Take contract performance management action Cleaning Contractor Review cleaning inspection report Rectify nonconformances Rectify nonconformances Contract performance action Page 6 of 11

7 Cleaning, Waste & Recycling - Routine Cleaning/Waste Removal/Recycling QMS-FS-PRF _Revision 1_ Client Provide input to scope of work Participate in tender evaluation Feedback on removal/recycling performance Cleaning, Waste and Recycling Team Identify cleaning/ recycling requirement Request for cleaning/ waste removal/ recycling procurement Provide input to scope of work & specifications Participate in tender evaluation Award contract Manage cleaning/ recycling contractor Review cleaning/ recycling performance Review invoice Approve for payment Accept Invoice? End F&S Finance & Contracts Prepare procurement documents Undertake procurement Cleaning/ Waste Removal/ Recycling Contractor Undertake removal/recycling Report on cleaning/ recycling performance Issue invoice Page 7 of 11

8 Cleaning, Waste & Recycling Additional Cleaning/Waste Removal/Recycling QMS-FS-PRF _Revision 1_ Start Receive Quote from F&S Accept Quote? End Cleaning, Waste & Recycling Team Client Request additional removal/recycling Routine removal/ recycling? Prepare RFQ for additional cleaning/ recycling Is the Quote acceptable? Review Quote Issue Work Order Sign-off when removal/recycling complete Review Invoice Approve Invoice for payment Accept Invoice? Cleaning/ Waste Removal/ Recycling Contractor Undertake routine removal/recycling Prepare Quote Undertake additional cleaning/ recycling Raise and submit Invoice Page 8 of 11

9 Cleaning, Waste, Recycling - ANU Centralised Waste Repository Management QMS-FS-PRF _Rev 0_ Cleaning, Waste & Recycling Officer Start Manage ANU Centralised Waste Repository Type and volume of receptacles required Day to day operation Contractor notification Resource management Invoice processing to include: Date service required Location of receptacle/s Contact number for driver FO number to be provided waste contractor requesting receptacle/s to be serviced Inspect Centralised Waste repository (every 2 weeks) Receptacle ¾ full? tify Cleaning, Waste & Recycling Officer (CWRO) Facilities Officer Clean sweep centralised waste repository area fortnightly Place small waste items such as paper and plastic from pathways and drives into correct waste stream weekly Place nonreceptacle waste into correct waste stream fortnightly Empty required? tify CWRO on type of receptacle that requires servicing Contractor End CWR invoicing process (TBD). Generate Service Report & issue invoice Schedule service of receptacle/s Page 9 of 11

10 8. TYPICAL PROCESS OUTPUTS 8.1. The typical results (outputs) of the process are as follows: Product produced: Cleaning inspection(s). Waste and Recycling audit(s) Documents or technical information produced: Cleaning inspection report(s). Waste and Recycling audit report(s). Cleaning contractor monthly reports. Waste and Recycling contractor monthly reports. Data metrics for Operational Portfolio Dashboard Records produced: Cleaning contract. Waste and Recycling contract. Cleaning contractor monthly invoices. Waste and Recycling contractor monthly invoices. Monthly reports from Cleaning contractor. Monthly reports from Waste and Recycling contractor Services produced: Cleaning, Waste and Recycling advice. Contracted cleaning services. Contracted Waste and Recycling material removal and disposal services. Ad hoc cleaning and recycling services on case by case basis, e.g. functions on campus 9. RELATED RISKS 9.1. The following risks are identified related to this process Management may elect to conduct a formal risk assessment for any of these risks; the preferred method of risk assessment is the ANU Risk Management Framework. Page 10 of 11

11 Risk Likelihood Consequence Assessment Score Mitigation Utility Outages Possible Minor Low - Communication with staff about utility outages (building renovations, plant work, etc.) - Business continuity plans - Personnel awareness of prevailing weather conditions and the potential impact on utilities Building Renovations Almost Certain Moderate High - Internal communications between Projects and Operations regarding potential to disrupt cleaning operations Security issues Likely Moderate Medium - Cleaning staff awareness training of security issues - Toolbox talks on reporting suspicious behaviour - Reporting lost security cards/keys Industrial action Possible Major Medium - Communications with employee representative groups - Ensuring contractors adhere to, and administer, appropriate Industrial Awards WHS issues Likely Major High - Risk assessments - Safe Work Method Statements - WHS Training - Appropriate job supervision Unrealistic client expectations Likely Moderate Medium - Ongoing client engagement to determine client requirements - Educating clients in Cleaning contract obligations Inability for contractors to fulfill their obligations Likely Moderate Medium - Regular contractor management meetings - Monitoring contractor performance - Monitoring customer feedback - CWR staff ad hoc services and advice Page 11 of 11