B02 Attachment 4 - Performance Quality Standards Table.pdf

Performance Quality Standards Table – South Building Foodservice

Deliverable Frequency Medium/Format/# of Copies

Submit To

Kick Off Meeting Within 20 days of award 1 Consult with CRM, and COR to schedule

Monthly Activity Report

By the 15th of every month 1 copy submitted via email or portal

CRM and COR

Weekly Status Reports

Within 10 days of award;

ongoing updated on a monthly basis by the 15th of the month

1 copy submitted via email or portal

CRM and COR

Project Management Plan

Within 30 days of award

1 copy submitted via email or portal

CRM, COR

Performance Area

Performance Indicator

Performance Standard

Acceptable Quality Level

(AQL)

Method of Surveillance

Incentive/Disincentive

Menu and Marketing

Time/Quality Annually prepare and implement a marketing and merchandising plan

Zero Deviation

Inspection upon delivery of each Contractor Report

Potential Negative Rating on CPARS

Menu and Marketing

Time/Quality Changes to the menu prices or portions or items offered for sale shall be submitted to USDA COR 30 days in advance and shall be submitted as replacement pages for the price/portion book.

Zero Deviation

Inspection upon delivery of each Contractor Report

Potential Negative Rating on CPARS

Menu and Marketing

Quality The Foodservice Contractor shall adhere to the USDA Standards following the minimum quality standards for all foods purchased.

Zero Deviation

Periodic Inspection/Random Sampling

Potential Negative Rating on CPARS

Menu and Marketing

Quality All foods served shall be wholesome and free from spoilage, free from adulteration and misbranding, and safe for human consumption.

Periodic Inspection/Random Sampling

Potential Negative Rating on CPARS

Menu and Marketing

Quality Uncooked items, such as fresh fruits, shall be clean and

95% of the time -based on

Periodic Inspection/Random Sampling

Potential Negative Rating on CPARS free from blemishes.

combined total of all inspections completed monthly

Menu and Marketing

Quality All foods are attractive and correct in temperature and consistency. Items are crisp, moist, dry, tender, etc., as may be appropriate in each case

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection/Random Sampling

Potential Negative Rating on CPARS

Menu and Marketing

Quantitative Menus are posted at or near the café entrances and near the service points.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection Potential Negative Rating on CPARS

Menu and Marketing

Quantitative During the serving period, easy-to-read menus with item, price, and nutritional value are listed and prominently displayed.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection Potential Negative Rating on CPARS

Menu and Marketing

Quantitative Menu items are immediately removed from the posted menu once it is sold out

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection

Sustainability Quality All disposable containers provided by the contractor shall be from 100% recyclable materials.

Periodic Inspection/Random Sampling

Potential Negative Rating on CPARS

Customer Service

Quality Foodservice contractor shall employ sufficient personnel to maintain sanitary conditions and satisfactory service which will ensure prompt and efficient service

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection/ Customer Feedback

Potential Negative Rating on CPARS

Customer Service

Quality Each food station/area is staffed and operational ten minutes prior to the designated hours of operation.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection/ Customer Feedback

Potential Negative Rating on CPARS

Customer Service

Quality The food station operators and cashiers must be able to speak English.

Zero Deviation

Periodic Inspection/ Customer Feedback

Potential Negative Rating on CPARS

Customer Service

Quality Foodservice Contractor shall require its manager and personnel to assist customers at all points of sale to minimize waiting.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection/ Customer Feedback

Potential Negative Rating on CPARS

Customer Service

Quality Each food station/area

95% of the time -

Periodic Inspection/ Customer Feedback remains staffed at all times during the service period.

based on combined total of all inspections completed monthly

Customer Service

Quality Personnel have knowledge of the products being served and the ability to answer customer questions or direct customers to a designated person to answer questions.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection/ Customer Feedback

Potential Negative Rating on CPARS

Customer Service

Quality Self-service stations are fresh and well-stocked throughout the entire serving periods.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection/ Customer Feedback

Potential Negative Rating on CPARS

Customer Service

Quality Foodservice Contractor shall require its manager and personnel to maintain a positive, courteous, and helpful attitude when interacting with customers

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection/ Customer Feedback

Potential Negative Rating on CPARS

Customer Service

Quality All customer signage, menus, etc. must be printed (no hand-written signs are allowed)

Zero Deviation

Periodic Inspection/ Customer Feedback

Customer Service

Quality All employees are sober, conscientious, Zero Deviation

Periodic Inspection/ Customer Feedback neat, and courteous. All employees are free of communicable diseases.

Customer Service

Quality The general manager or assistant general manager is onsite at all times when the cafeteria is open.

Zero Deviation

Periodic Inspection/ Customer Feedback

Potential Negative Rating on CPARS

Customer Service

Quality Approved operational hours are maintained

Zero Deviation

Periodic Inspection/ Customer Feedback

Potential Negative Rating on CPARS

Customer Service

Quality The main traffic flow areas free from obstructions (i.e. displays and demonstrations).

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspections Potential Negative Rating on CPARS

Customer Service

Quality The Foodservice Contractor shall not charge customers a fee for use or set a minimum purchase limit for use of credit/debit cards.

Zero Deviation

Periodic Inspection/ Customer Feedback

Potential Negative Rating on CPARS

Equipment Quality The Foodservice contractor shall provide a debit/credit card machines/terminals to accept debit/credit cards at all the cash registers

Zero Deviation

Periodic Inspection Potential Negative Rating on CPARS

Equipment Quality All required equipment and

95% of the time -

Periodic Inspection/ Random Sampling utensils shall be of a quality in keeping with that provided by the Government and meeting current FDA food code.

based on combined total of all inspections completed monthly

Equipment Quality Foodservice Contractor shall provide preset electronic cash registers which will perform the following functions:

Data entry display, printing, audit control, storage of operating totals, automatic tax, multiplication and other computations.

Zero Deviation

Periodic Inspection Potential Negative Rating on CPARS

Equipment Quality Foodservice Contractor shall maintain current records of all equipment and utensils used in the contract operation, properly indicating thereon all additions, replacements and removals.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection/ Random Sampling

Potential Negative Rating on CPARS

Cleaning and Maintenance

Quality Foodservice Contractor will maintain on file, in the cafeteria, the cleaning and/or preventive maintenance work that was performed by the Foodservice

95% of the time -based on combined total of all inspections completed

Contractor each month and the dates that each job was accomplished and be available for USDA review.

Cleaning and Maintenance

Quality Walls, ceilings, furnishings, fixtures and equipment are maintained in a clean, neat, sanitary and safe condition in accordance with the provisions and recommendations contained in the most recently published FDA Food Code.

Zero Deviation

Periodic Inspection Potential Negative Rating on CPARS

Cleaning and Maintenance

Quality All floors are swept & mopped and are free from debris and grease buildup, including walk-ins.

Surface vents of drains are unclogged.

based on combined total of all inspections completed monthly

Periodic Inspection Potential Negative Rating on CPARS

Cleaning and Maintenance

Quality Equipment is cleaned. No grease

95% of the time -

Periodic Inspection Potential Negative or grime build-up on, underneath or behind any equipment.

based on combined total of all inspections completed monthly

Cleaning and Maintenance

Quality Exhaust hoods over cooking equipment (exterior and interior up to and including filters, excluding ducts) are clean and free from grease/dust buildup.

95% of the time -based on combined total of all inspections completed

Cleaning and Maintenance

Quality Steam wells are emptied and cleaned at the end of each day.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection Potential Negative Rating on CPARS

Cleaning and Maintenance

Quality Cafeteria dining areas in a clean and neat, spillage-free condition. Dining area floors and carpeting in “broom clean” and spillage-free condition after service periods.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection Potential Negative Rating on CPARS

Cleaning and Maintenance

Quality In the dining area, exterior surfaces of all furniture are free of dust, dirt, debris, spillage, 95% of the time -based on combined total of all stains, foreign substances, posted printed matter and anything that might contribute either to potential food contamination or degeneration in the appearance of the furniture.

inspections monthly

Cleaning and Maintenance

Quality Doors are free of dust, spillage, dirt, splash marks and spotting.

95% of the time -based on combined total of all inspections completed

Cleaning and Maintenance

Quality Stainless steel food preparation and serving tables, counters, and other external surfaces are free of dirt, dust, debris, grease buildup, algae and encrustation.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection Potential Negative Rating on CPARS

Cleaning and Maintenance

Quality Condiment station is clean and free of spills or buildup

95% of the time -based on combined total of all inspections completed

Maintenance

Quality Employees’ locker rooms and toilets are cleaned and maintained.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection Potential Negative Rating on CPARS

Cleaning and Maintenance

Quality Tables and chairs in the dining area are being cleaned continuously throughout the serving periods

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection Potential Negative Rating on CPARS

Cleaning and Maintenance

Quality Floors are power washed monthly to ensure no buildup on tiles or grout.

based on combined total of all inspections completed

Cleaning and Maintenance

Quality Combi Ovens are cleaned, at minimum, three times weekly following manufacturer guidelines for utilization of wave clean and rinse cartridges.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection Potential Negative Rating on CPARS

Cleaning and Maintenance

Quality Wash down system for exhaust hood is run daily in main kitchen and serving line.

95% of the time -based on combined total of all inspections monthly

Cleaning and Maintenance

Quality Equipment is pulled back and cleaned behind monthly.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection Potential Negative Rating on CPARS

Cleaning and Maintenance

Quality Convection ovens are cleaned weekly, including walls, doors and racks.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection Potential Negative Rating on CPARS

Cleaning and Maintenance

Quality De-lime sinks and steam wells weekly

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection Potential Negative Rating on CPARS

Cleaning and Maintenance

Quality Ice machines are cleaned and sanitized quarterly.

based on combined total of all inspections completed monthly

Periodic Inspection Potential Negative Rating on CPARS

Cleaning and Maintenance

Quality Clean floor drains, with approved cleaner, weekly.

95% of the time -based on combined total of all inspections completed monthly

Maintenance

Quality Trash is appropriately removed, either when full and/or at the end of each day from dining areas, serving line and kitchen

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection Potential Negative Rating on CPARS

Cleaning and Maintenance

Quality Trash receptacles are of hard non-toxic plastic material. Single service plastic liners are used with these receptacles.

Interior and exterior of receptacles are cleaned daily.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection Potential Negative Rating on CPARS

Cleaning and Maintenance

Quality All food waste and scrapes are being collected for composting.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection Potential Negative Rating on CPARS

Cleaning and Maintenance

Quality Grease containers and surrounding space are clean and orderly. Grease containers are waterproof, vermin-proof, covered with working lid, and well-labeled to indicate what should be deposited in the container.

95% of the time -based on combined total of all inspections completed

Cleaning and Quality Recycled products 95% of the Periodic Inspection Potential Negative

Maintenance are separated in the kitchen and in the dining area and properly disposed of at the loading dock time -based on combined total of all inspections completed monthly

Rating on CPARS

Food Safety and Sanitation

Quality All inspections completed by the District of Columbia Department of Health receive a score of 95% or greater

Zero Deviation

Inspection of completed report

Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality All on-site management and Executive Chef have current certification in ServSafe.

Zero Deviation

Inspection of current certification

Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality Material Safety Data Sheets (MSDS) must be displayed in an easily accessible location, written in both English and Spanish.

Zero Deviation

Periodic Inspection Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality All employees are following the protocols as described in the most recent FDA Food Code and District of Columbia Department of Health regulations.

Zero Deviation

Periodic Inspection/Technical Inspection

Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality Food is kept at least 6” off the ground

95% of the time -based on combined total of all inspections

Periodic Inspection/Technical Inspection

Food Safety and Sanitation

Quality Food is stored in a clean, dry location that is not exposed to contamination.

Zero Deviation

Periodic Inspection/Technical Inspection

Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality Containers are labeled with the food name and delivery/first use date.

Zero Deviation

Periodic Inspection/Technical Inspection

Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality

Chemicals and food are separated.

Zero Deviation

Periodic Inspection/Technical Inspection

Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality Food is stored using the FIFO (First In, First Out) method.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection/Technical Inspection

Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality Raw foods are separate from cooked foods

Zero Deviation

Periodic Inspection/Technical Inspection

Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality Food is being stored is protected from dirt, unnecessary handling, over-head leakage, and other forms of contamination

Zero Deviation

Periodic Inspection/Technical Inspection

Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality Food is protected from cross-contamination.

Zero Deviation

Periodic Inspection/Technical Inspection

Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality Staff uses gloves, clean hands, or utensils when

Zero Deviation

Periodic Inspection/Technical Inspection handling food.

and Sanitation

Quality Tasting utensils are not used more than once before being cleaned.

Zero Deviation

Periodic

Food Safety and Sanitation

Quality Food products are being thawed in one of the following methods only: a) in refrigeration units,

b) under cold running, potable water of sufficient velocity flush loose food particles, c) in a microwave oven,

d) as part of the cooking process

Zero Deviation

Periodic Inspection/Technical Inspection

Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality Food is heated to the correct temperature to remove all bacteria before being placed in the hot holding area.

Zero Deviation

Periodic Inspection/Technical Inspection

Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality Rapid cooling and reheating procedures used for all perishable foods.

Zero Deviation

Periodic Inspection/Technical Inspection

Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality Frozen food is maintained in a frozen state.

Zero Deviation

Periodic Inspection/Technical Inspection

Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality Potentially hazardous foods are maintained below 41°F or above 135°F.

Zero Deviation

Periodic Inspection/Technical Inspection

Sanitation

Quality A thermometer, accurate to + or - 2°F, is provided either as an integral part of the refrigerator (dial outside), or is located inside each unit at its warmest point in a visible location

95% of the time -based on combined total of all inspections completed monthly

Periodic

Food Safety and Sanitation

Quality An accurate metal probe thermometer or thermocouple, suitable for measuring food temperatures, is readily available and is being used to check food temperatures

95% of the time -based on combined total of all inspections completed monthly

Periodic

Food Safety and Sanitation

Quality Employees wash their hands with soap and warm water for at least 20 seconds for any of the following reasons: a) before starting work, b)immediately after using the restroom, c) between tasks, d) any time needed to prevent food contamination.

Zero Deviation

Periodic Inspection/Technical Inspection

Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality Employees handling food or utensils have no open sores and are not sick.

Zero Deviation

Periodic Inspection/Technical Inspection

Potential Negative

Food Safety Quality Employees are Zero Periodic Potential Negative

Sanitation wearing clean outer garments and proper, closed-toed shoes.

Deviation Inspection/Technical Inspection

Rating on CPARS

Food Safety and Sanitation

Quality Hair of employees is properly confined

Zero Deviation

Periodic Inspection/Technical Inspection

Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality Eating and smoking are limited to designated areas away from food prep areas.

Zero Deviation

Periodic Inspection/Technical Inspection

Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality Restrooms are not used for the storage of food, equipment, or supplies

Periodic

Inspection

Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality Employees are wearing gloves when handling ready-to-eat foods.

Zero Deviation

Periodic Inspection/Technical Inspection

Potential Negative Rating on CPARS

Food Safety and Sanitation

Quality Wet rags are kept completely submerged in sanitizing solution.

Sanitizer solution is of proper concentration.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection/Technical Inspection

Potential Negative Rating on CPARS

Personnel Quality Foodservice Contractor's employees shall wear proper uniforms, including hair nets and/or head covers and gloves, as appropriate, during the time they are performing their duties in the building.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection/Customer Feedback

Potential Negative

Personnel Quality Legible name plates 95% of the Periodic Potential Negative identifying each employee and the Foodservice contractor shall be provided by the Foodservice Contractor and always displayed as part of the uniform time -based on combined total of all inspections completed monthly

Inspection/Customer Feedback

Rating on CPARS

Personnel Quality Employees of the Foodservice Contractor shall be fully capable of performing the type of work for which they are employed.

based on combined total of all inspections completed monthly

Periodic Inspection/Customer Feedback

Personnel Quality Foodservice Contractor must provide qualified, trained relief personnel to substitute for the regular employees when they are absent.

based on combined total of all inspections completed monthly

Periodic Inspection/Customer Feedback

Personnel Quality Foodservice Contractor shall require the employees to comply with such instructions pertaining to conduct and building regulations

Zero Deviation

Periodic Inspection/Customer Feedback

Potential Negative Rating on CPARS

Personnel Quality Foodservice Contractor is required to schedule an

95% of the time -based on combined

Periodic Inspection/ Random Sampling employee training program that will continue for the duration of this contract and any extensions thereof, to ensure that their employees perform their jobs with the highest standards of efficiency and sanitation.

total of all inspections completed monthly

Reporting Quality Documentation of employee training and the attendance of staff should be provided to the

USDA COR

monthly.

95% of the time -based on combined total of all inspections monthly.

Inspection upon delivery of each Contractor Report

Potential Negative Rating on CPARS

Reporting Foodservice Contractor shall notify the USDA immediately in writing and orally of any accident or safety hazard.

95% of the time -based on combined total of all inspections completed monthly

Periodic Inspection Potential Negative Rating on CPARS

Reporting Time/Quality Foodservice Contractor shall furnish to the USDA, not later than twenty (20) days after the close of each calendar month or the Foodservice Contractor’s corresponding reporting period of

95% of the time -based on combined total of all reports furnished annually

Inspection upon delivery of each Contractor Report not more than five

(5) weeks’ duration, a statement showing all revenue and expenses of the operation in detail, by category, and the profit or loss derived from the operation for the subject reporting period and for the year-to-date, in both instances compared to budget.

Reporting Time/Quality Foodservice Contractor shall provide the Contracting Officer and the USDA designated representative projected annual operating budget (pro forma) at the beginning of each calendar year, no later than the 20th of January.

95% of the time -based on combined total of all reports furnished annually

Inspection upon delivery of each Contractor Report

Potential Negative Rating on CPARS

Reporting Time/Quality Foodservice Contractor shall furnish the USDA designated representative a copy of the Foodservice Contractors’ internal audit annually.

95% of the time -based on combined total of all reports furnished annually

Inspection upon delivery of each Contractor Report