Attach 5_Quality Assurance Survillance Plan-Final BAMC ISR.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

1. OBJECTIVE: This plan provides a quality surveillance strategy for Laundry Services for BROOKE ARMY MEDICAL CENTER (BAMC) and U.S. ARMY INSTITUTE OF SURGICAL RESEARCH (USAISR). The primary purpose of this plan is to provide a basis for the Government’s evaluation of the Contractor’s key areas of performance under this contract or task order. The Contracting Officer (KO), in conjunction with input provided by the Contracting Officer’s Representative (COR), will evaluate the Contractor’s performance. Oversight of the Contractor’s performance will assure quality and consistency of contract performance.

2. PERFORMANCE MEASUREMENT OBJECTIVE: The key areas of the Contractor’s performance that shall be evaluated during the term of the contract. The PWS reference will be provided for each performance measurement objective.

3. ASSESSMENT METHOD: Contractor performance is inspected and evaluated on key areas of performance, to include, but not limited to: fill rate monthly; turnover rate; provision of candidates as needed; and substantiated patient/staff complaints annually. Method of surveillance is random inspection, and customer complaint.

4. ACCEPTABLE QUALITY LEVEL (AQL): The degree to which the Government will allow the Contractor’s key areas of performance to vary; the variance from the standard that the Contractor is allowed and the grading/ measurement associated with deviation from the specific performance standard.

5. KEY AREAS OF PERFORMANCE: The following Performance Measurements Requirement Summary applies. The Government may modify inspection methods in accordance with site specific requirements.

PERFORMANCE MEASUREMENTS REQUIREMENT SUMMARY

Performance Objectives PWS

Paragraph

Performance Threshold Remedy

Turn‐around time shall not exceed 24 working hours.

5 Shall meet requirement at least 95% of the time within each calendar

Month.

Document poor management on

CDR and CPAR

Pick‐up and Delivery of Services 5 Shall meet requirement at least 100% of the time within each calendar month.

Document poor management on

CDR and CPAR

Completed soiled laundry ticket shall be furnished upon pickup before departure.

5 Shall furnish soiled laundry ticket upon pickup of soiled laundry 100% of the time within each calendar month.

Document poor management on

CDR and CPAR

Completed clean laundry ticket shall be furnished upon delivery before departure.

5 Shall furnish soiled laundry ticket upon pickup of soiled laundry 100% of the time within each calendar month.

Document poor management on

CDR and CPAR

Vehicle interior shall be cleaned and sanitized before loading clean articles.

5 Shall furnish soiled laundry ticket upon delivery of laundry 100% of the time within each calendar month.

Document poor management on

CDR and CPAR

Soiled items and clean items shall not be transported in the same vehicle or laundry cart at the same time.

5 Shall meet requirement at least 100% of the time within each calendar month.

Document poor management on

CDR and CPAR

STANDARD MEASUREMENT PAST PERFORMANCE ASSESSMENT

99% to 100% Exceptional Document Past Performance 96% to 98% Very Good Assessment Report, paying particular attention 95% Satisfactory to performance that exceeds the standard.

92% to 94% Marginal 92% or Less Unsatisfactory

6. CONTRACTOR PERFORMANCE ASSESSMENT REPORT (CPAR). This report shall be submitted to the KO monthly (unless otherwise agreed upon between the KO and the COR).

7. REPERFORMANCE OF SERVICES. If any of the services do not conform to contract requirements, the Government will require the Contractor to re-perform the services in conformity with contract requirements, at no additional cost to the Government. When the defects in services cannot be corrected due to circumstances, the Government may (1) require the contractor to take necessary action to ensure that future performance conforms to contract requirements and (2) reduce the contract price to reflect the reduced value of the services performed. The Contracting Officer may exercise appropriate contractual remedy should the Contractor fail to promptly take the necessary action to ensure future performance is in conformity with contract requirements.

7.1 When apparent non-satisfactory work is identified, the COR shall prepare a Contract Discrepancy Report (CDR) and submit to the KO for review, use DD Form 2772. The Contractor shall then be required to respond to the CDR.

The Contractor shall explain reasons for substandard performance, how performance will be returned to acceptable levels, and how recurrence of the same or like problems will be prevented. The KO will evaluate the Contractor's explanation, assess its validity, and determine whether it is acceptable.

7.2 The Contractor shall be required to correct/eliminate any deficiencies in services in a timely manner. Notification begins when pertinent documents (e.g., Customer Complaint Record or CDR) are issued to the Contractor. Time of notification and correction of all applicable deficiencies should be entered on all Government documents and retained in the contract file. The Government may execute a deduction in payment for non-compliance when validated by the

KO.

Cleaned laundry items shall be clean in the sense of being free from soil, stains, and objectionable odors.

5 Shall meet requirement at least 95% of the time within each calendar month.

Document poor management on

CDR and CPAR

Flat work shall be free of wrinkles and creases when received by customer.

5 Shall meet requirement at least 95% of the time within each calendar month.

Document poor management on

CDR and CPAR

The Contractor shall re‐perform unacceptable laundry at no cost to the

Government.

5 Shall provide acceptable laundry, not requiring re‐ performance, at least 95% of the time within each calendar month.

Document poor management on

CDR and CPAR

Packaging of clean laundry will be performed as indicated.

5 Shall meet requirement at least 95% of the time within each calendar month.

Document poor management on

CDR and CPAR

All items that have color, color coding, and sizes will be packaged by item color or code color and packaged by size as indicated

5 Shall meet requirement at least 95% of the time within each calendar month.

Document poor management on

CDR and CPAR

8. PERFORMANCE RATINGS. The Government will rate past performance using the following performance standards.

EXCEPTIONAL: Performance meets contractual requirements and exceeds many to the Government’s benefit.

VERY GOOD: Performance meets contractual requirements and exceeds some to the Government’s benefit.

SATISFACTORY: Performance meets contractual requirements.

MARGINAL: Performance does not meet some contractual requirements.

UNSATISFACTORY: Performance does not meet most contractual requirements and recovery is not likely in a timely manner.

8.1 Other performance evaluation factors that will be monitored and documented in the contractor’s performance records but cannot be quantified by numerical measurements:

8.2 Contractor providing personnel exceeding the minimum qualification standards, and/or performance above or below the standard, for above factors will be documented in the Contractor’s Performance Assessment Reporting System (CPARS) for the reporting period.

9. This plan is provided for information purposes only. The QASP is not a part of the solicitation, nor shall it be part of any resulting contract. The Government has the right to change or modify inspection methods at its discretion.

10. Inspection Procedure: Random Sampling and Customer complaints will be the primary method of surveillance.

10.1. Record of Observations: Quality Assurance Evaluator/Linen Manager and/or Supervisors will inspect random textiles and carts to ensure compliance with the PWS.

10.2. Results will be recorded on an inspection checklist (attached).

INSPECTOR DATE

LAUNDRY/LINEN SERVICE QUALITY ASSURANCE

Surveillance Checklist

1. Acceptance Quality Level: No deviation from the contract requirements shall be allowed unless coordinated and approved by the Contracting Officer and the COR.

2. Sampling Procedure: Random Inspections will be conducted.

3. Inspection Procedure: A sample of each requirement will be taken daily to ensure not only that contract requirements are being met but to evaluate timelines and quality.

SATISFACTORY

UNSATISFACTORY

TASK/REQUIREMENTS

Vehicle shall be kept clean (exterior and interior) with no Residue of dirt, mud, trash and other debris.

Discrepancies corrected within twenty-four hours one day service provided Mon-Fri.

Compliance with schedule pick up soiled linen and delivery of clean linen.

Receiving, Spot Stain Removal, Dryness, Lint Free, Odor free, Linen items shall be packaged in accordance with quantity specified in the PWS Contractor provided transport containers should be clean In accordance with the PWS Remove soiled linen and deliver clean linen

All line items shall be wrapped and sealed in clear and plastic protected from contamination.

Provide clean and soiled linen container for collection and transporting.