the study and Tork Easy Handling here - SCA

Results from
observational
studies involving
cleaning workers
“ Creating a Better Working
Environment for Cleaning Workers
throughout Europe”
An example of how suppliers can contribute
www.sca-tork.com

A Message from the President of AFH
Professional Hygiene Europe
We just take some things for granted. We get the newspaper in the morning, the
bus arrives on time, and our workplace is clean when we arrive in the morning.
These things don’t happen by themselves – there are people behind each and
every one of them: the mechanic who fixes the bus, the newspaper delivery person,
and the cleaning worker who cleans the office at night. These are the individuals
who make our society work; without them, the things we take for granted would
stop working.
The European cleaning industry is a flourishing industry. The number of companies
is five times higher today than it was 20 years ago and the number of employees
has increased by five percent each year in the last decade. Today, some four million
cleaners help keep our society clean and healthy. Tork is proud to be a leading supplier
of away-from-home paper and hygiene products and services to this industry.
However, the industry also faces some challenges. Cleaning workers are working
in tough environments and the rate of sick leave and work-related health problems
is higher in the cleaning industry than in many other sectors. This is a problem not
only for the affected individuals, but for the industry as a whole.
SCA with its professional hygiene paper brand Tork wants to add value for all
stake holders. Through responsible operations, caring for people and nature, and our
sustainable solutions, we play an essential role in improving the quality of everyday
life. We are aware of the cleaning workers’ situation and, as a major supplier to the
industry, we know that we have a responsibility to do everything we can to improve
the working environment. We have produced this report in order to show how we
have started to incorporate a caring dimension when we develop products.
We want our products to make life easier for the people who work with them.
We realize that developing our products is not the complete solution to the challenges
that the cleaning industry is facing. However, we believe that it is an important first
step that can inspire other actors to do their share. If everyone in the cleaning industry
– distributors, producers, or cleaning companies, among others – do what they can,
we believe that we together can improve the situation for the cleaning workers.
This will benefit everyone. This will ensure that the things we all take for granted
continue to work. As Europe’s No. 1 hygiene paper brand for professionals, we
want to inspire and lead the way. Through creative and innovative ways of thinking
and working, we aim to provide industry leadership and inspiration.
Sune Lundin
President of AFH Professional Hygiene Europe

The European Cleaning Industry –
A Flourishing Sector
Every day, some four million cleaners go to work in Europe. They help keep
our workplaces, schools, and hospitals clean and ensure the well-being of
the entire society.
The cleaners do not only contribute to the physical wellbeing of Europe; the
industry also contributes greatly to the European economy, with an estimated
annual turnover of approximately 60 billion Euros.
The industry has also seen a strong and uninterrupted growth for more than
20 years, in the number of companies and employees and turnover. Since 1989,
the number of cleaning companies in Europe has increased from around 31,000
to approximately 158,000 (see Figure 1). The number of cleaners has increased
by an average of more than five percent annually in the last 10 years. 1
1 80000
1 60000
1 40000
1 20000
1 00000
80000
60000
40000
20000
Figure 1. The number of cleaning companies in Europe 1989 – 2010
1 European Federation of Cleaning Industries, http://www.feni.be/index.php?id=18
Number of cleaning companies
0
1989 1991 1993 1995 1997 1999 2001 2003 2005 2007 2009

The European Cleaning Industry –
A Sector with Challenges
Despite being a prosperous and flourishing sector, the cleaning industry has some
substantial challenges. Cleaners work in exposed environments and since the
cleaning industry is a highly labor-intensive sector – approximately 75 percent of the
cleaning companies’ total costs are labor costs 2 – the well-being of the employees
is vital to the industry. Therefore, it is troubling that the cleaners are affected by
working environment problems to a greater degree than most occupations.
Due to the lack of official statistics on a European level, it is hard to reach
conclusions about the exact numbers of work-related health problems and sick
leave in the European cleaning industry as a whole. However, it is possible to give
a rough picture by looking at statistics from individual countries.
In Germany, cleaners have an average of 24–27 paid sick days annually. This is four
to five times higher than for occupations such as scientists, lawyers, and engineers,
and 50 percent higher than the German average. 3 The corresponding number in
Sweden is 13 paid sick days. 4 Swedish female cleaners have twice as many
reported work-related diseases as the average for all employed women, and it is
the occupation with the third highest rate. 5 In Sweden, cleaners have the highest
rates of long-term sick leave (>90 days). 6
Musculoskeletal disorders – a major problem among cleaners
One of the biggest problems among cleaners, and a major reason for the high
number of days lost due to sickness, is musculoskeletal disorders (MSDs); that is,
injuries or pain in areas such as the back, neck, knees, or wrists. MSDs are the
single largest cause of sick-leave in Europe, and research has shown that cleaners
are particularly exposed to risks of MSDs. Some studies have indicated that as
many as three out of four cleaners suffer from muscular pains. 7
So, why are cleaners at such a high risk of suffering from MSDs? Part of the
problem is the tasks and the postures included in the cleaning work. The risk of
MSDs increases with heavy lifting, carrying, repetitive movements, twisting, etc.,
all of which are common for cleaners. 8 However, research has also shown that
much of the cleaning equipment and the products that cleaners use are not
ergonomically optimal. 9
2 European Federation of Cleaning Industries, http://www.feni.be/index.php?id=18.
3 World Health Organization, 2010, “The Case for Paid Sick Leave”, p. 14.
4 Swedish Social Insurance Agency, 2010, “Social Insurance Report 2010:17”, p. 30.
5 Swedish Environmental Research Institute, 2009, “Belastningar i städyrket – vilka är de och hur kan belastningen minskas?”, p. 7.
6 http://www.alltomstad.se/fakta-for-branschen/arbetsskador.aspx
7 European Agency for Safety and Health at Work, 2009, “The Occupational Safety and Health of Cleaning Workers”, p.12, 59–60.
8 Kumar & Kumar, 2008, “Musculoskeletal risk factors in cleaning occupation – A litterature review”, p. 159.
9 European Agency for Safety and Health at Work, 2009, “The Occupational Safety and Health of Cleaning Workers”, p. 33.

The Observational Study –
An Example of How to Incorporate a Caring
Dimension into Product Development
As a major supplier of products to the cleaning industry, Tork wanted to investigate
how it could help make cleaners’ work easier and more convenient when handling
deliveries, products, and solutions. Tork carried out an observational study in order
to gain a deeper understanding of what a cleaning worker’s day looks like and how
Tork products are a part of this.
A cleaning worker’s day consists of several tasks, one of which is refilling hygiene
products, such as paper towels, toilet paper, and soap. The products arrive in packages,
the handling of which is an important part of the working day of a cleaning worker.
Package handling in a day of a cleaning worker
Every week, Europe’s cleaning workers handle almost one million packages filled
with Tork hygiene products. These packages have to be received, transported within
the building, stored, carried, opened, disposed of, and recycled. The packages are
either in form of boxes or packed in plastic materials.
The observational study sought to identify where improvements could be made
regarding the cleaning workers’ handling of packages. This study was conducted
over a period of four months and included cleaning workers and customers from
different sectors and from four countries (Germany, France, The Netherlands, and
Sweden). The main part of the study consisted of observing how the cleaning
workers were handling packages at work in order to identify situations where
improvements could be made. These observations were conducted by walking
beside the cleaning workers as they carried out their work. Interviews with the
cleaners were then conducted to enable the cleaners to give their views. By following
the cleaning workers from the point at which the packages arrive to the point at
which the empty packages are disposed of, a typical handling process emerged.
Most companies have a central storage for their goods (first storage) and several
small storage rooms throughout the company (second storages). A detailed
description of the process can be seen in Figure 2 on the next page.
Facts about the observation study
• Twenty companies (customers and end-customers) in four sectors were visited
– Industry
– HoReCa
– Healthcare
– Commercial (Public washrooms)
• Companies from Germany, France, The Netherlands, and Sweden were included.
• The study consisted of:
– Two hours of observations of each cleaner
– One-hour interviews with the cleaners

The Five Stages
The study identified five stages at which there were opportunities to make
the cleaners’ work easier:
• Carrying
• Opening
• Storing
• Unfolding
• Disposal
1. Carrying
A majority of the cleaning workers did not feel that they carried very much in their
work. However, the observational study made it quite clear that the reality was quite
the opposite. A substantial part of the work consisted of carrying packages of paper
towels, toilet paper, and other goods, sometimes long distances, up and down
stairs, and through several doors. The fact that most companies had a first and a
second storage room implied that the cleaning workers had to lift and carry each
package several times (see Figure 2 below). It was also found that many cleaning
workers seemed to have problems carrying big loads, at least without putting
themselves in awkward positions. Being unable to carry large loads, the cleaning
workers were forced to walk from one storage room to another several times,
which was both fatiguing and inefficient.
Delivery
Transport
1 st Lift/carry
1 st Storage
2 nd Lift/carry
Figure 2. The handling process
Transport
3 rd Lift/carry
2 nd Storage
4 th Lift/carry
Transport
Insights:
– Each package must be lifted and carried several times.
– It is difficult to carry more than one package at a time.
5 th Lift/carry

2. Opening
The second opportunity for improvement identified concerned opening the
packages. When boxes were taped, cleaning workers had to use a tool, often
a knife, for opening. The cleaning workers usually did not consider it to be a
problem to open taped boxes since they were used to using a tool.
Insights:
– Opening taped boxes requires a tool, often a knife.
– Plastic packaging could benefit from having a perforation for opening.
3. Storing
The third opportunity for improvement concerned storing products in the second
storage. Most companies have small storage rooms with limited storage space.
In small storage rooms, it was sometimes difficult to take products out of the
packages. The problem was usually that the limited space between the shelves
meant that the products could not be taken from the top of the packages.
This resulted in yet another stage for the cleaners.
Insights:
– Storage rooms are usually small.
– Limited space between shelves makes it hard to take products from packages.
– Plastic packages are easier to store as they take up less space when products
are taken out of the package.

4. Unfolding
The fourth opportunity identified was the unfolding of the boxes. Once a box
was empty, the cleaning workers had to flatten it in order to save storage space
and be able to transport it. Most boxes were difficult to unfold in an easy and
convenient manner.
Insights:
– It is difficult to unfold boxes in an easy and convenient way.
5. Disposal
The final step identified was the disposal of the packages. Plastic packages were
either disposed with the normal waste or recycled as plastic. The plastic packaging
waste consumes minimal volume and is usually easy to handle. However, an area
for improvement was identified for the disposal of boxes. The cleaning workers
usually had to carry the empty packages to the recycling area. In large facilities, that
distance was often very long. The observational study found that unfolded boxes
were difficult to carry, despite being empty. A majority of the cleaning workers could
not carry more than two or three empty packages at a time. This meant that they
had to walk back and forth several times, a process that appeared inefficient.
Insights:
– There are usually long distances between storage rooms and the recycling area.
– It is difficult to carry empty and unfolded boxes.

Conclusions
The European cleaning industry has a great future, but also has substantial
challenges. Although the growth of the industry has been impressive, the high rate
of work-related health problems is a warning sign that indicates that improvements
can be made.
This report has been produced with the purpose of showing how Tork, as a major
supplier to the industry, has incorporated a caring dimension in the development of
new packaging solutions. The report is intended to inspire other actors to also start
thinking more about the people who work with and handle products every day.
Observing cleaning workers in their daily work and interviewing them has provided
Tork with valuable insights. The handling of packages might not appear to be a
problem at first glance, but the observational study made it clear that this part of
the cleaning workers’ labor was actually quite heavy, tiresome, and inefficient.
Some of the insights that came out of the study were:
• Each package must be lifted and carried several times.
• It is difficult to carry more than one package at a time.
• Some packages are hard to open; opening taped packages requires a knife.
• Taped packages take longer to open.
• Storage rooms are usually small.
• Limited space between shelves makes it hard to store products in a package.
• Empty packages must be removed immediately.
• Packages are hard to unfold in a convenient manner.
• The distances between storage rooms and the recycling area are usually quite long.
• It is difficult to carry empty and unfolded boxes.
All of these insights have been brought back to the industrial designers/engineers
at Tork and have been the foundation of a new packaging solution aimed to
improve ergonomics and efficiency.
The insights from the study and the development of a new packaging solution are
not the entire solution to the challenges in the cleaning industry. However, this is
an important step in the right direction. As Europe’s No. 1 hygiene paper brand for
professionals, Tork has started this initiative in order to demonstrate its responsibility
and to inspire other actors. Together, we can make working life easier for the
cleaning workers.

For more information
About the Observational Study and the
development of the new packaging solution
please contact Kristian Grennfelt, Packaging
Development & Industrial Design Center
Manager for Tork.
kristian.grennfelt@sca.com
www.sca-tork.com
About Tork
The Tork brand offers professional hygiene
products and services to customers ranging from
restaurants and healthcare facilities to offices,
schools and industries. Products include dispensers,
paper towels, toilet tissue, soap, napkins,
and industrial and kitchen wipers. Through
expertise in hygiene, functional design and
sustainability, Tork has become a market leader.
Tork is a global brand of SCA, and a committed
partner to customers in over 80 countries.
To keep up with the latest Tork news and
innovations, please visit: www.sca-tork.com
About SCA
SCA is a global hygiene and paper company that
develops and produces personal-care products,
tissue, packaging solutions, publication papers
and solid-wood products.
Sales are conducted in some 100 countries.
SCA has many well-known brands, including
the global brands TENA and Tork. Sales in 2011
amounted to SEK 106 billion (EUR 11.7 billion).
SCA has about 43,000 employees.
For more information about SCA, please visit:
www.sca.com
Sustainability
SCA delivers sustainable solutions with added
value for our customers from safe, resource
efficient and environmentally sound sourcing,
production and development. Recent third
party accreditations for the SCA sustainability
work include Dow Jones
Sustainability Index 2011,
the WWF Environmental
Paper Company Index
2011, and Ethisphere –
World’s most ethical
companies 2012.