36C25519Q0640-006.pdf

QUALITY ASSURANCE EVALUATOR (QAE) SURVEILLANCE PLAN

INTRODUCTION

1.1. This QAE Plan has been developed for in-house operations or to implement a service contract. It is designed to aid the Government's QAE in providing effective and systematic surveillance of all aspects of laundry services. This plan provides for monitoring all contract requirements through a combination of methods. These are:

1.1.1. Sampling guides

1.2. Customer complaint surveillance guides; and

1.1.3. Surveillance activity checklist.

1.1.2. The objective of this surveillance plan is to evaluate how the Government or Contractor is performing in key areas. We are primarily interested in the final product or service being provided and not in the details of accomplishment.

1.1.3. The principal method of surveillance will be the random sampling of the quantity and quality of laundered items processed. The plan contains sampling guides for use in random sampling. It contains random sampling (tally) checklists which are used to record information about the random samples.

1.1.4. Tasks not surveyed by random sampling will be covered by daily observation in some cases or by use or periodic checklist inspections. Appropriate checklists are provided for recording observations in this type of surveillance.

2.2. HOW TO USE THE SURVEILLANCE PLAN

2.2.1. This surveillance plan has been organized to facilitate use by the QAE. It is the QAE’s responsibility to develop a monthly schedule for activities based on the surveillance plan’s requirements. The monthly schedule will be completed by the last workday of the preceding month and a copy will be submitted to a CO or other management official for information and review by an assigned workday of the month.

2.2.2. To build the inspection schedule, the QAE will select areas and times for the random sampling using the procedures shown in the surveillance plan. Periodic checklist items to be surveyed during the month will be programmed into the schedule to facilitate their accomplishment. This monthly schedule should show what the QAE is monitoring each day. Changes will be posted weekly and copies sent to appropriate officials. The reasons for changes will be fully documented and explained. Actual surveillance activity must be comparable to the monthly schedule. The responsible management official must be able to observe a QAE’s performance by using the monthly schedule, as updated. One should be able to conduct a complete audit trail from the monthly schedule by observing the QAE perform sampling or other checklist surveillance, and completion of tally and other checklists. An auditor should be able to track from the above items to the management’s actions (payment deductions or other actions as necessary if contract service is being performed), described on a CDR.

2.2.3. Monthly tally checklists will be prepared for each sampling guide and will be used to record information on observations and defects. Each observation in the sampling will be recorded on the tally checklists. These documents will then become a formal record for later reference. The tally of observations and defects at the end of each month will be compared to the acceptable number of defects appearing in the relevant sampling guide. Any errors detected during the course of the surveillance, even if not of sufficient degree to render the service unsatisfactory in terms of the AQL parameters, will require corrective action by the VA for in-house operations and the Contractor for contracted services. Errors detected by the QAE in the course of surveillance will be transmitted to the Contractor or in-house management for correction. Notification of errors will take place within 1 working day. Specifics concerning any errors should be recorded on the tally checklist. The Contractor or in-house management, as applicable, should be asked to initial this record.

2.2.4. If the sampling guide indicates that the number of defects is too high, the current month’s service will be considered unsatisfactory. If performance in any area is judged unsatisfactory, based on random sampling or other criteria as set forth in Summary Table 7.3.1. Performance Requirements Summary, of the Laundry Performance Work Statement, a Contractor or in-house management official will be given a CDR by the COR. When completed and signed, the CDR, along with the tally checklist becomes the documentation supporting payment or nonpayment or other actions as necessary for contractor provided services.

2.2.5. There are some requirements in a contract which are more conveniently monitored on an individual periodic basis. For example, a Contractor or the Government is required to provide continuing training. When these items are checked (quarterly and monthly, for example), the deficiencies will be recorded on the appropriate checklist. When these items are discovered to be unsatisfactory, actions as described above will be taken. For the number of allowable defects, see the Performance Requirement Summary in the PWS.

Performance Requirements Summary

Summary Table:

Factor No.

Performance Indicator

Performance Standard

AQL Maximum Allowable Degree If Deviation

Method – Type of Surveillance Reduction When AQL Exceeded

Deduction Amount

(monthly billing)

1 Shipment schedule is met. All quotas are delivered to SFVAHCS per established schedule.

1 discrepancy per month

COR Weekly inspection

1%

2. Weights are accurate Weight processed/ received equals weight billed

2 discrepancies per month

COR Delivery tickets and daily weight records

1%

3. Laundry is clean Laundry is clean, dry, free of lint and odor, spots and stains removed.

.25% per gross

wt. processed each month.

Random Sampling -carts of clean linen, daily by

COR

2%

4. Whiteness and tensile strength retention.

Test specimen laundered IAW standard textile laboratory practice.

5% deviation after washing for whiteness retention and tensile strength loss per test

Contractor furnished specimens per independent laboratory.

2%

5. Proper textile finish for items

All articles are properly processed;

articles are free from wrinkles and scorches;

IAW Stds.

.25% per month Random Sampling – carts clean linen, daily.

1%

6. Packaging is properly accomplished.

Laundered items are bundled, tied, wrapped, covered, etc.

.25% per month Random Sampling – carts clean linen, daily.

1% each

7. Provide required reports. Data required submitted on time.

1 discrepancy per month.

Check list 1% for each late item x days late (Max of 5%)

8. Damaged Clean linen items.

Laundered items are not physically damaged due to

2.5 percent per month

Random Sampling -

1% improper processing or carelessness.

carts of clean linen, daily.

9. Response CPM responds within 1 hr. to request for contact from CO, Lead COR, Facility COR.

1 discrepancy per month.

COR

awareness

1% each

10. Transport / Storage trailers/carts are cleaned with a tuberculocidal germicide/disinfectant, after unloading the soiled linen and prior to loading the trailer/cart with clean linen.

Trailers/carts are clean, dry, and free of visible soil

2.5 % Daily inspections

1% per occurrence

11. Emergency response.

Contractor responds to emergency service request within one hour.

N/A Customer Complaint

1% each