S02_Quality_Assurance_Surveillance_Plan_(QASP).pdf

PERFORMANCE REQUIREMENTS SUMMARY MATRIX

Level of Importance to objective

PWS

Section

PERFORMANCE

Objectives

PERFORMANCE

STANDARD

PERFORMANCE

MEASURE (Acceptable

Quality Level (AQL)

MONITORING

METHOD

INCENTIVE/RESULT OF FAILURE TO MEET

STANDARD

Critical IX(a)&( b)

Items are delivered to and pick-up at correct locations at correct time.

Between 6AM-9AM-at given location

100% of the time (no deviation)

COR periodic inspection

Favorable Performance Rating for meeting the AQL /Unfavorable performance rating for not meeting the

AQL-Repetitive failure shall result in formal remediation per FAR Policy

Critical IX(e)-(l)

Measure in place to prevent cross contamination of the clean items

Clean Enclosed Vehicles with rear door looks system in place to keep soiled and clean linen separated-contractor’s operation facility per standard of JC

100% of the time (no deviation)

COR periodic inspection/ Joint Commission (JC) findings reports

Favorable Performance Rating for meeting the AQL /Unfavorable performance rating-Repetitive failure shall result in formal remediation per FAR Policy.

Critical IX (c)

Laundry is delivered free of all visible dirt, debris, dampness, odor, mildew, cleaning chemical residue, and has a uniform appearance.

ALM & DLI

standards-Note:

Contractor shall reply via email within 10 business days stating the reason for problem and corrective active taken to remedy the problem

99% of the time (1% deviation per month)

COR periodic inspection

Favorable Performance Rating for meeting the AQL /Unfavorable performance rating-Repetitive failure shall result in formal remediation per FAR Policy.

Critical V(b)&IX

(m), (o);XII

Laundry tickets are accurately transcribed and logged and re-work linen properly tag for no charge for accurate invoicing

Correct date, item and total pounds lbs.

pickup and delivered/Linen tag as re-work return next schedule pickup day

100% of the time (no deviation)/ re-work returned next schedule delivery day- 95% of time (with 5% deviation)

COR periodic inspection/ Invoice review

Favorable Performance Rating for meeting the AQL /Unfavorable performance rating-Repetitive failure shall result in formal remediation per FAR Policy.

Critical VII

Minimize or preventing damage & substantial linen and other items losses

Contractor ensure their standard for security measure are followed/reporting loss immediately to the COR

100% of the time- Substantial losses (no deviation) Minimal losses cause by damage 95% of time (with 5 % deviation)

COR periodic inventory report inspection/ Contractor’s notifications

Favorable Performance Rating for meeting the AQL /Unfavorable performance rating for repetitive failure of meeting the AQL shall result in formal remediation per FAR Policy.

Non-Critical V(a) Laundry is properly packaged.

TECHNICAL

EXHIBT 1&2

95% of the time (with 5% deviation)

COR periodic inspection

Favorable Performance Rating for meeting the AQL /Unfavorable performance rating for not meeting the

AQL.

THIS DOCUMENT WILL BE INCORPORATED INTO THE MAIN CONTRACT AS AN

ATTACHMENT AND WILL GOVERN ALL TASK ORDER ISSUED AGAINST IT; IT IS

USED BY GOVERNMENT REPRESENTATIVES TO MONITOR PERFORMANCE

AND THE GOVERNMENT HAS THE RIGHT TO CHANGE ITS METHOD OF

SURVEILLANCE AT ANY TIME.

QUALITY ASSURANCE SURVEILLANCE PLAN

For: Linen Services Contract/Order Number: TBD

Contract/Order Description: Firm Fix Price IDQ (5) year contract

Contractor’s Name: TBD

I. PURPOSE

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to monitor Contractor performance. This QASP describes:

• What will be monitored

• How monitoring will take place

• Who will conduct the monitoring?

• How monitoring efforts and results will be documented

II. PERFORMANCE MANAGEMENT APPROACH

The Performance Work Statement (PWS) sets forth “what” service or quality level is required, as opposed to “how” the Contractor should perform the work (i.e., results, not compliance) The objective of monitoring contractor’s performance is to evaluate the contractor’s performance, to ensure compliance with key requirements, and to ensure that services are provided in accordance with the terms and conditions of the contract.

III. PERFORMANCE MANAGEMENT STRATEGY

The Contractor is responsible for the quality of all work performed. The Contractor measures that quality through the Contractor’s own quality control (QC) program. QC is work output, not workers, and therefore includes all work performed under this contract/order regardless of whether the work is performed by Contractor employees or by Subcontractors. The Contractor’s QC Program (QCP) will set forth the procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. The Contractor will implement a performance management system with processes to assess and report its performance to the designated government representative.

The Contracting Officer Representative (COR) will monitor performance by the Contractor to determine how the Contractor is performing against performance objectives. The Contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively. The Contractor will be monitored and assessed throughout the period of performance of the contract/order as to either meeting or not meeting the performance thresholds stated in the Performance Metrics Section of the PWS. The COR will perform quarterly assessments. The Performance Based Service Assessment Survey, or other method, may be used to document this assessment. A sample Performance Based Service Assessment Survey is provided at the end of this document.

IV. PERFORMANCE FEEDBACK:

At the end of each assessment period, the assessment will be reviewed b COR.

The COR will notify the Contractor of the results no later than 15 working days after the end of the assessment period.

V. Performance Issues

When a Contractor performance issue occurs, the COR issue Contract Discrepancy Report (CDR). The COR will initially contact the Contractor’s Plant Manager (CPM) to resolve to go over the CDR. If the issue cannot be resolved amicably at that level, the COR will contact the CO and COR will contact the CPM and will discuss the issue so a resolution be can met in accordance with the terms of the contract signed contract to include terms listed in this QASP, as it’s bases for authority. A final decision will issue in form of email by CO to CPM.

Note: COR will follow-up on all verbal communication via email soon after the conservation has ended.

VI. GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel shall oversee and coordinate surveillance activities.

Contracting Officer (CO) - The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract/order terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also assure that the Contractor receives impartial, fair, and equitable treatment under this contract/order. The CO is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

Assigned CO: Tony D Mathews, Contracting Officer Organization: Department of Veteran Affairs-Network Contracting Office 19 [NCO19)

Contracting Officer’s Representative (COR)- The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. A Delegation Memo will be issued outlining the full details of the COR duties and level of authority.

Assigned COR: TBD

VII. CONTRACTOR REPRESENTATIVES

Contractor’s Plant Manager (CPM) – TBD

Alternate CPM – TBD

VIII. PERFORMANCE STANDARDS

Performance Standards define acceptable performance for specific tasks. The Government performs surveillance to determine if the Contractor exceeds, meets or does not meet these standards.

Note: Other requirements not specifically listed on the Performance Requirement Matrix may be monitored periodically but would not be subject to the performance measure.

The Government may utilize the Performance Based Service Assessment Survey, provided at the end of this document, or other method to compare Contractor performance to the Acceptable Quality Level (AQL).

IX. The Contractor Performance Based Service Assessment

The contractor performance will be rated and submitted via CPARS (Contractor Performance Assessment Report System) every twelve (12) months starting from the contract award date.

NOTE: CPARS is web-based data system used by federal contracting professional for assessing a contractor performance on government contracts, that later can be use as past performance determination for future business with the government.

List below are the rating that shall be used for performance on this contract once it starts.

RATING EXPECTION

EXCEPTIONAL:

Performance meets contractual requirements and exceeds many to the Government’s benefit. The contractual performance of the element or sub-element being assessed was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

VERY GOOD:

Performance meets contractual requirements and exceeds some, to the Government’s benefit. The contractual performance of the element or sub-element being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were effective.

SATISFACTORY

Performance meets contractual requirements. The contractual performance of the elements or sub-elements contains some minor problems for which corrective actions taken by the contractor appear or were satisfactory

MARGINAL

Performance does not meet some of the contractual requirements. The contractual performance of the element or sub-elements being assessed reflects a serious problem for which the contractor has not yet identified corrective actions.

The contractor’s proposed actions appear only marginally effective or were not fully implemented

UNSATISFACTORY

Performance does not meet the contractual requirements and recovery, is not likely in a timely manner. The contractual performance of the element or sub-element being assessed contains serious problems(s) for which the contractor’s corrective actions appear or were ineffective.

If contractor performance does not meet the Acceptable Quality level, the CO shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case the CO shall document the discussion and place it in the contract file. When the COR and the CO determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR), and present it to CO. The CO will in turn review and will present to the contractor's program manager for corrective action.

The contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the contractor has to present this corrective action plan to the CO. The Government shall review the contractor's corrective action plan to determine acceptability. The CO shall also assure that the contractor receives impartial, fair, and equitable treatment. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance and the acceptability of the Contractor’s corrective action plan.

Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO.

CONTRACT DISCREPANCY REPORT (CDR)

1. Contract Number: <insert number>

2. TO: (Contractor or on-site representative) <insert name>

3. FROM: (Name of COR) <insert name>

4. Date and time observed discrepancy:

5. DISCREPANCY OR PROBLEM:

<Describe in detail. Identify any attachments.>

5. Corrective action plan:

A written corrective action plan < is / is not > required.

< If a written corrective action plan is required include the following. > The written Corrective Action Plan will be provided to the undersigned not later than < # days after receipt of this

CDR. >

Prepared by: <Enter COR’s name>

Signature – Contracting Officer’s Representative Date

Received by:

Signature - Contractor or on-site representative Date