Atch 2 - Quality Surveillance Plan (QASP).pdf

(Ver May 2018)

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

KP Services

For

140 FSS

Issued 08 Feb 2024 ii

TABLE OF CONTENTS

1 INTRODUCTION

1.1 Purpose

1.2 Performance Management Approach

1.3 Performance Management Strategy

2 ROLES AND RESPONSIBILITIES

2.1 The Contracting Officer

2.2 The Contracting Officer’s Representative

3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

4 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

4.2 Customer Feedback

4.3 Acceptable Quality Levels

5 QUALITY ASSURANCE DOCUMENTATION

5.1 The Performance Management Feedback Loop

5.2 Monitoring Forms

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

6.1 Determining Performance

6.2 Reporting

6.3 Reviews and Resolution

ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY

ATTACHMENT 2: QUALITY ASSURANCE MONITORING FORM

(Ver. May 2018) 1

1 INTRODUCTION

This QASP is pursuant to the requirements listed in the performance work statement (PWS) entitled KP Services. This plan sets forth the procedures and guidelines the Performance Requirements Summary will use in ensuring the required performance standards or services levels are achieved by the contractor.

1.1 Purpose

1.1.1 The purpose of the QASP is to describe the systematic methods used to monitor performance and to identify the required documentation and the resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards/quality levels identified in the PWS and the contractor’s quality control plan (QCP), and to ensure that the government pays only for the level of services received.

1.1.2 This QASP defines the roles and responsibilities of all members of the integrated project team (IPT), identifies the performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, describes quality assurance documentation requirements, and describes the analysis of quality assurance monitoring results.

1.2 Performance Management Approach

1.2.1 The PWS structures the acquisition around “what” service or quality level is required, as opposed to “how” the contractor should perform the work (i.e., results, not compliance). This QASP will define the performance management approach taken by services COR to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the PWS are achieved. Performance management rests on developing a capability to review and analyze information generated through performance assessment. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management; this analysis yields information that indicates whether expected outcomes for the project are being achieved by the contractor.

1.2.2 Performance management represents a significant shift from the more traditional quality assurance (QA) concepts in several ways. Performance management focuses on assessing whether outcomes are being achieved and to what extent. This approach migrates away from scrutiny of compliance with the processes and practices used to achieve the outcome. A performance-based approach enables the contractor to play a large role in how the work is performed, as long as the proposed processes are within the stated constraints. The only exceptions to process reviews are those required by law (federal, state, and local) and compelling business situations, such as safety and health. A “results” focus provides the contractor flexibility to continuously improve and innovate over the course of the contract as long as the critical outcomes expected are being achieved and/or the desired performance levels are being met.

1.3 Performance Management Strategy

1.3.1 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 regardless of whether the work is performed by contractor employees or by subcontractors. The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. The contractor will develop and

(Ver. May 2018) 2 implement a performance management system with processes to assess and report its performance to the designated government representative. The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. This QASP enables the government to take advantage of the contractor’s QC program.

1.3.2 The Contracting Officer Representative (COR) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against communicated performance objectives. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

2 ROLES AND RESPONSIBILITIES

2.1 The Contracting Officer

The Contracting Officer (KO) is responsible for monitoring contract compliance, contract administration, cost control and for resolving any differences between the observations documented by the COR and the contractor. The KO will designate one full-time COR as the government authority for performance management. The number of additional representatives serving as technical inspectors depends on the complexity of the services measured, as well as the contractor’s performance, and must be identified and designated by the KO.

2.2 The COR

The COR is designated in writing by the KO to act as his or her authorized representative to assist in administering a contract. COR limitations are contained in the written appointment letter. The COR is responsible for technical administration of the project and ensures proper government surveillance of the contractor’s performance. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the government’s behalf. Any changes that the contractor deems may affect contract price, terms, or conditions shall be referred to the KO for action. The COR will have the responsibility for completing QA monitoring forms used to document the inspection and evaluation of the contractor’s work performance. Government surveillance may occur under the inspection of services clause for any service relating to the contract.

3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

The required performance standards and/or quality levels are included in the PWS and in Attachment 1, Performance Requirements Summary. If the contractor meets the required service or performance level, it will be paid the monthly amount agreed on in the contract. Failure to meet the required service or performance level will result in a deduction from the monthly amount.

4 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

In an effort to minimize the performance management burden, simplified surveillance methods shall be used by the government to evaluate contractor performance when appropriate. The primary methods of surveillance are: observation, complaints and communication with vendor supervision.

Random monitoring, which shall be performed by the COR designated inspector.

100% Inspection – Each month, the COR, shall review the generated documentation and enter summary results into the Surveillance Activity Checklist.

Periodic Inspection – COR typically performs the periodic inspection on a monthly basis.

(Ver. May 2018) 3

4.2 Customer Feedback

4.2.1 The contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of this communication is customer satisfaction.

Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints.

4.2.2 Performance management drives the contractor to be customer focused through initially and internally addressing customer complaints and investigating the issues and/or problems but the customer always has the option to communicate complaints to the COR as opposed to the contractor.

4.2.3 Customer complaints, to be considered valid, must set forth clearly and in writing. The detailed nature of the complaint must be stated, document signed and forwarded to the COR. Upon receipt of a complaint, the COR will investigate and document the findings on the monitoring form, Attachment 2 and in the COR file.

4.2.4 Customer feedback may also be obtained from the results of formal customer satisfaction surveys or random customer complaints.

4.3 Acceptable Quality Levels

The acceptable quality levels (AQLs) included in Attachment 1, Performance Requirements Summary Table, for contractor performance are structured to allow the contractor to manage how the work is performed while providing negative incentives for performance shortfalls. For certain critical activities such as those involving, the desired performance level is established at 100 percent. Other levels of performance are keyed to the relative importance of the task to the overall mission performance.

5 QUALITY ASSURANCE DOCUMENTATION

5.1 The Performance Management Feedback Loop

The performance management feedback loop begins with the communication of expected outcomes. Performance standards are expressed in the PWS and are assessed using the performance monitoring techniques shown in Attachment 1, Performance Requirements Summary.

5.2 Monitoring Forms

The government’s QA surveillance, accomplished by the COR, will be reported using the monitoring form in Attachment 2. The form, when completed, will document the government’s assessment of the contractor’s performance under the contract to ensure that the required quality levels are being achieved.

5.2.1 The COR will retain a copy of all completed QA surveillance forms.

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

6.1 Determining Performance

6.1.1 The Government shall use the monitoring methods cited to determine whether the performance standards/service levels/AQLs have been met. If the contractor has not met the minimum

(Ver. May 2018) 4 requirements, it may be asked to develop a corrective action plan to show how and by what date it intends to bring performance up to the required levels. Failure to meet the AQL may result in a deduction from the monthly payment.

6.2 Reporting

6.2.1 At the end of each month, the COR will prepare a written report for the KO summarizing the overall results of the quality assurance surveillance of the contractor’s performance. This written report, which includes the completed quality assurance monitoring form (Attachment 2), will become part of the QA documentation and COR file. It will enable the government to demonstrate whether the contractor is meeting the stated objectives and/or performance standards, including cost/technical/scheduling objectives.

6.3 Reviews and Resolution

6.3.1 The COR may require the contractor’s project manager, or a designated alternate, to meet with the

KO, COR and other government IPT personnel as deemed necessary to discuss performance evaluation. The COR will define a frequency of in-depth reviews with the contractor, including appropriate self-assessments by the contractor; however, if the need arises, the contractor will meet with the COR as often as required or per the contractor’s request. The agenda of the reviews may include:

Monthly performance assessment data and trend analysis

Issues and concerns of both parties

Projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis

Recommendations for improved efficiency and/or effectiveness

Issues arising from the performance monitoring processes

6.3.2 The COR must coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance.

6.3.3 The COR and contractor should jointly formulate tactical and long-term courses of action.

Decisions regarding changes to metrics, thresholds, or service levels should be clearly documented.

Changes to service levels, procedures, and metrics will be incorporated as a contract modification at the convenience of the KO.

(Ver. May 2018) 5

ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY (PRS)

Performance

Objective Performance Standard Acceptable Quality

Levels (AQL) Surveillance Method / By

Whom

13.0.2 Work

requirements.

Dining Room

All tables and chairs will be setup in the dining area nlt 0700 the first day of unit assembly.

100% compliance Monthly Inspection / COR

13.0.3 Work

requirements.

Dining Room

Are all tablecloths, decorations, condiment containers (salt, pepper, etc.)

and napkin dispensers clean, filled and setup on each table area nlt 0700 the first day of unit assembly.

100% compliance Monthly Inspection / COR

13.0.4 Work

requirements.

Dining Room

Are all condiment containers and napkin dispensers cleaned and refilled as needed?

100% compliance Monthly Inspection / COR

13.1.1 Work

requirements.

Dining Room

Are the dining room and the access routes to tray deposit area clean and free from any accidental spillage of trash or food, to include tabletops, chairs, and floors as needed?

100% compliance Monthly Inspection / COR

13.2.1 Work

requirements.

Dining Room

Are all dining room table tops and/or covers and chairs washed thoroughly with clean hot detergent water, rinsed and wiped dry after each meal period?

100% compliance Monthly Inspection / COR

13.2.4 Work

requirements.

Dining Room

Are all condiment containers and all surfaces cleaned, with damp cloth leaving the items free of dust, finger marks, smears and water after each meal period?

100% compliance Monthly Inspection / COR

13.3.1 Work

requirements.

Dining Room

Are the Seiler Room and Dining Rooms 1, 2, and 3 vacuumed at the end of each

UTA?

100% compliance Monthly Inspection / COR

(Ver. May 2018) 6

TECHNICAL EXHIBIT 1

Performance Standard Acceptable Quality Levels (AQL)

Surveillance Method / By Whom

13.3.2 Work

requirements.

Dining Room

Are all tables and chairs removed from Dining

Rooms 1, 2, 3, and the Seiler Room, and placed in the designated storage area in an orderly manner at the end of each UTA?

100% compliance Monthly Inspection /

COR

13.5.1 Work

requirements Serving area

Are all areas surrounding the serving lines to include the salad area and drink stations clean and free of spilled foods and beverages?

100% compliance Monthly Inspection /

COR

13.5.2 Work

requirements Serving area

Are all plate, bowl, cup, glasses and tableware dispensers/holders refilled as cleaned items become available?

90% compliance Monthly Inspection /

COR

13.6.1 Work

requirements Serving area

Are all shelves, racks, canopies, walls, partitions, serving counters, and associated equipment washed with a clean cloth and hot detergent solution, rinsed and dried to remove grease, dirt, dust, food particles, smudges, marks, soap, and water after each meal period?

100% compliance Monthly Inspection /

COR

13.6.2 Work

requirements Serving area

Are all floors in the serving areas swept and mopped after each meal period?

100% compliance Monthly Inspection /

COR

(Ver. May 2018) 7

13.6.3 Work

requirements Serving area

Are the flat top grill, grease traps, and surrounding area cleaned at the end of each meal period?

100% compliance Monthly Inspection /

COR

Performance Objective

Performance Standard Acceptable Quality Levels (AQL)

Surveillance Method / By Whom

9.b.iv.1 Work requirements Serving area

Are the interior and exterior surfaces of dish dispensers and carts clean at the end of each UTA?

100% compliance Monthly Inspection /

COR

13.7.1 Work

requirements Serving area

Are the front, rear, and side of all beverages containers thoroughly cleaned as needed and at the end of each UTA?

100% compliance Monthly Inspection /

COR

13.8.2 Work

requirements Dishwashing area

Are there sufficient personnel available to maintain dishwashing operations when the serving line is open?

100% compliance Monthly Inspection /

COR

13.8.5 Work

requirements Dishwashing area

Is cleaning of the entire dishwashing operation area, including cleaning and mopping floors and walls, completed no later than one- and one-half hours after the completion of each meal?

100% compliance Monthly Inspection /

COR

13.8.6 Work

requirements Dishwashing area

Is the dishwashing machine, canopies, dish tables, stainless steel, racks, and carts thoroughly scrubbed with detergent and rinsed clean with fresh water and wiped dry after each meal?

100% compliance Monthly Inspection /

COR

13.8.7 Work

requirements

Is the dishwashing area maintained in an orderly manner, with all spillages

(Ver. May 2018) 8

Dishwashing area cleaned up and trash placed in the appropriate containers in a timely manner to ensure safe and sanitary operations at all times?

13.8.8 Work

requirements Dishwashing area

Are trash and garbage containers inspected prior to their removal to insure they do not contain good/usable tableware or dishware?

Performance Standard Acceptable Quality Levels (AQL)

Surveillance Method / By Whom

13.8.9 Work

requirements Dishwashing

Area

Is the Government Dining Facility Manager notified any time the water temperature falls below 180 degrees F?

100% compliance Monthly Inspection /

COR

13.9.1 Work

requirements

Kitchen

Are the exteriors of the ice machines clean as needed and at the end of each

UTA?

100% compliance Monthly Inspection /

COR

13.9.2 Work

requirements

Kitchen

Are all range and grill components normally removed for cleaning, to include grill tops, removed and cleaned at the end of each meal?

100% compliance Monthly Inspection /

COR

13.9.3 Work

requirements

Kitchen

Are the exterior of the ventilating hoods cleaned at the end of each UTA? Are both the exterior and interior of the ventilating hoods thoroughly washed, cleaned and polished once a month?

(Ver. May 2018) 9

13.9.4 Work

requirements

Kitchen

Are all removable grease filters from the hoods washed and drained to remove all accumulations of grease, grime, and dirt?

100% compliance Monthly Inspection /

COR

13.9.5 Work

requirements

Kitchen

Are floors, walls, and storage racks in the walk-in freezer and cooler cleaned to remove all food particles, stains, smears, dirt, spots and water on a biannual basis?

100% compliance Monthly Inspection /

COR

13.10.1 Work

requirements

Trash and Garbage

Disposal Area

Are all trash containers in the Dining Facility emptied into the dumpsters located outside as needed and after each meal? Trash receptacles are not to be filled within the last four inches of capacity and trash will not be allowed to remain in the Dining Facility at any time.

100% compliance Monthly Inspection /

COR

Performance Objective

Performance Standard Acceptable Quality Levels (AQL)

Surveillance Method / By Whom

13.10.2 Work

requirements

Trash and Garbage

Disposal Area

Is the mechanical food disposal thoroughly cleaned with hot detergent water and rinsed with hot water at the end of each UTA?

100% compliance Monthly Inspection /

COR

13.10.3 Work

requirements

Trash and Garbage

Disposal Area

Are walls and surfaces washed as needed?

100% compliance Monthly Inspection /

COR

13.10.5 Work

requirements

Trash and

Are all recyclable items placed in appropriate containers, with all boxes broken down?

(Ver. May 2018) 10

Garbage Disposal Area

13.10.6 Work

requirements

Trash and Garbage

Disposal Area

Are all mops and brooms hung head down at the end of each day?

100% compliance Monthly Inspection /

COR

13.11.1 Work

requirements

Pan and Utensil

Washing Area

Are all roasting and baking pans, steam table inserts, and cooking utensils used in the preparation and service of food thoroughly cleaned and sanitized after each use?

100% compliance Monthly Inspection /

COR

13.11.2 Work

requirements

Pan and Utensil

Washing Area

Are pans and utensils returned to point of use or storage?

100% compliance Monthly Inspection /

COR

13.11.3 Work

requirements

Pan and Utensil

Washing Area

Is the pan and utensil washing area cleaned no later than one and one-half hours after the completion of each meal?

100% compliance Monthly Inspection /

COR

13.12.1 Work

requirements

Misc. As required

Are the tile floors inside entrances mopped periodically during bad weather?

100% compliance Monthly Inspection /

COR

Performance Objective

Performance Standard Acceptable Quality Levels (AQL)

Surveillance Method / By Whom

13.12.4 Work

requirements

Misc. As required

Is the cleaning supply room maintained in a clean and orderly condition?

100% compliance Monthly Inspection /

COR

13.12.5 Work

requirements

Are grease traps and floor drains located within the

(Ver. May 2018) 11

Misc. As required building cleaned as required?

7.1.3 Work

requirements

Sanitary Requirements

Keep hair clean and well groomed. Hair restraints will be worn by all Contractor employees entering and working in the food preparation and serving areas.

100% compliance Monthly Inspection /

COR

3.3 Work

requirements

Sanitary Requirements

The Contractor will provide uniforms for all Contractor employees. The uniform will be mutually agreed upon between the Contractor and the Government Dining Facility Manager. Steel-toed shoes shall be worn at all times while performing work under this contract.

Clean uniforms will be worn daily

(Ver. May 2018) 12

ATTACHMENT 2: QUALITY ASSURANCE MONITORING FORM [may be tailored to your specific acquisition]

PERFORMANCE OBJECTIVE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (Check):

Random Sampling 100% Inspection Periodic Inspection Customer Complaint

LEVEL OF SURVEILLANCE (Check):

Monthly Quarterly As needed

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: ______ %

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: ______%

Service Provider’s Performance (Check): Meets Standards

Does Not Meet Standards

Narrative of Performance During Survey Period:

PREPARED BY: ___________________________________ DATE: _________________