Attachment No. 5 Contractor Performance Plan (Operations and Quality Control Plan).docx

Attachment No. 5 Contractor Performance Plan (Operations and Quality Control Plan) Complete Contractor Performance Plan shall be submitted by the Contractor with quote and updated at least annually.

Because this is a Performance Based contract where the Contractor - not the Government - determines the approach to the work, a Contractor-prepared Performance Plan is required. The plan outlines the Contractor's approach for meeting the performance standards set forth in the contract and ensuring continuity of services without interruptions for the term of the contract. Since the Government does not describe how and when tasks should be done (except under special circumstances) we need to understand the service approaches that Contractors are employing in our buildings. Full understanding of contract requirements and approaches for meeting those requirements is critical for both parties in order to create a successful contract arrangement. Furthermore, Forest Service's understanding of Contractor's approach helps us to communicate to others cleaning schedules and other items, which may affect them.

The Contractor shall institute a complete performance plan to ensure that the products required by this contract are supplied or used, as specified. The overall goal of the program should be to identify and correct any problems that may exist before they are identified by or reported to the Contracting Officer. As a minimum, the program shall include:

A. An inspection system covering all the services required with a comprehensive checklist to be used to inspect contract performance during scheduled and unscheduled inspections, and the name(s) of the individuals who will be performing the inspections.

B. A system for identifying and correcting deficiencies and/or a pattern of deficiencies in the quality or quantity of services provided before the level of performance becomes unacceptable and/or Government inspectors point out the deficiencies.

C. A file of all inspections conducted by the Contractor and corrective actions taken. This should include follow-up inspections to ensure that corrective action was appropriate, complete, and timely. This documentation shall be organized in a logical manner, kept current, and made available to the Contracting Officer during the term of the contract.

The Performance Plan is comprised of 1) an Operations Plan and 2) a Quality Control Plan (QCP). Together, these sub plans create the Performance Plan - Contractors approach to meeting contract requirements.

A. The Operations Plan shall, as a minimum:

1. Provide the methods, steps, and schedules (Such as daily, weekly, monthly and periodic) the Contractor will take to ensure they are meeting the performance standards and responsibilities under this contract.

2. Clearly identify the roles and responsibilities of all personnel assigned to the contract.

B. The Quality Control Plan (QCP), shall:

1. Contain procedures to ensure that unsatisfactory performance is not repeated and will be addressed and corrected.

2. Place an emphasis on deficiency prevention over deficiency detection.

3. Provide a structured process to correct deficiencies before the performance becomes unacceptable.

C. The Quality Control Plan (QCP) shall include the following as a minimum:

1. How project management, inspections, plan implementation, process improvement changes, correction of deficiencies, and green cleaning and bio-based compliance will be accomplished.

2. An inspection plan tailored to the specific building(s) being cleaned under this contract. The inspection plan will detail how services at the work site will be inspected to ensure that the outcome of the work meets all the quality standards listed in the Statement of Work.

3. An ongoing employee training plan to ensure the Contractor's employees are capable of accomplishing all work tasks under this contact at the quality standards listed in the Statement of Work.

4. A monitoring plan to identify deficiencies of work output in relation to the performance standards in this contract, methods of informing employees of deficiencies in their area of responsibility, and a process to ensure that the deficiencies are corrected and do not reoccur.

5. A response plan for monitoring of, and correcting customer complaints in a timely manner. The elements of the plan should include a method of recording customer complaints and the corrective action taken must be kept on file at the site and available for review by the Contracting Officer or his/her representative, at any time. In addition, the plan should include a timely process for forwarding of customer complaints that are not the responsibility of the Contractor, to the Contracting Officer or their designated representative.

The Performance Plan must be always kept current. The plan must reflect all contract modifications, changes to the building(s), and physical updates to reflect those changes. A copy of the revised plan shall be provided to the Contracting Officer within 10 days of the changes.

The Contractor shall review the Performance Plan with the Contracting Officer and the Contractor's employees once annually, so parties have agreement and understanding of what performance is expected under this contract.

The Contractor shall provide two copies of the most current Performance Plan and updates to the Contracting Officer. The Contractor must always keep a copy on file at the work site location.

The Contractor may use the questions identified in Table 1 to assist in developing the Performance Plan.

Table 1

1. Describe in as much detail as necessary how the work will be performed (methods, steps, and schedules) and managed under this contract in order to meet the performance standards.

2. What method will be used to ensure adequate staffing levels to meet contract requirements?

3. What is your organizational structure that details key contacts, positions, cell or phone numbers, and chain of command for resolving issues?

4. What is your plan for handling emergencies, spills, etc. when staff is not normally in the buildings?

5. What method of inspection will you be using?

(1) 100 % inspection of the tasks performed by the employees

(1) Random sampling method of inspection (2) Periodic inspections based on frequency

(3) Customer complaints

(4) Combination of methods (describe which methods)

6. What method do you have in place to correct deficiencies?

7. How will you handle customer complaints?

8. What method do you have in place to ensure compliance with training requirements and maintain a sufficient quality work force to meet contract performance?

9. What is your method of communication to ensure effective communication, inform employees of deficiencies, changes, and emergencies?

10. Who are the supervisory level people identified to review the employee work and Performance to meet the standards?

11. What is your proactive plan to identify, correct, and prevent deficiencies before the work becomes unacceptable?

12. How will you achieve high customer satisfaction throughout the life of the contract?

13. Describe and provide samples of your quality control forms, periodical charts, inspection forms, employee communication forms, or any other forms used to manage the contract and meet the standards.

14. What is your detailed safety plan?

15. What is your method in place for periodically reviewing their quality control plan, making adjustments, and forwarding those updated changes to the Contracting Officer.

16. How will you monitor green cleaning compliance in this contract?

17. How will you monitor to make sure you provide as many biobased supply items as possible on this contract?

NOTE: Writing and monitoring the Performance Plan is the responsibility of the Contractor. The Government will review the plan and related documents, but neither approves nor disapproves the plan. The Government's interest in the plan is to ensure that the outcome/results of the work being accomplished meets all requirements in this contact.