Quality_Assurance_Surveillance_Plan_(QASP)-_Laundry_and_Dry_Cleaning.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

LAUNDRY AND DRY CLEANING CONTRACT

24 December 2014

TABLE OF CONTENTS

SECTION TITLE PAGE

1. Purpose 2

2. Roles and Responsibilities of the Multi-Functional Team 3

3. Service Summary and Method of Assessment 4

4. Assessment Procedures 5

5. Unacceptable Performance 7

6. Certification/Acceptance of Services 9

7. Contractor’s Quality Control Plan 10

8. Contract Management 11

9. Performance Management 12

10. Contracting Officer Representative (COR) Monthly Report 15

SECTION 1.0.

PURPOSE

1.1. This quality assurance surveillance plan has been developed to provide an effective and systematic method to evaluate contractor provided services as required by the terms and conditions of the contract. This quality assurance surveillance plan implements the requirements of Air Force Instruction 63-124, Performance Based Service Acquisitions (PBSA), with respect to the Government’s quality assurance requirements.

1.2. This quality assurance surveillance plan is based on the premise that the Contractor is responsible for contract management and quality control, not the Government. The Government’s objective in having qualified staff that possess the skills, knowledge and abilities to independently provide laundry and dry cleaning services to Westwind Inn, Lodging Operation and all other associated sites listed in the PWS. The results the multi-functional team is striving to achieve in managing the acquisition is to assure delivery of these services meet the stated qualifications, and are available to provide services according to Air Force needs. A contract to provide the service is the best means of achieving this objective and results.

1.3. Success for this contract is defined as: Vendor is successful in meeting service summary objectives.

1.4. This quality assurance surveillance plan describes the method(s) used to evaluate contractor provided services in meeting performance objectives and performance thresholds. Contracting Officer Represntative (COR) will use periodic, 100%, and customer complaint assessment methods to evaluate the contractor’s performance. The assessment procedures identified in this quality assurance surveillance plan, in concert with active application of the contractor’s quality control procedures, are intended to ensure acceptable contractor performance.

1.5. The role of Government quality assurance is to ensure contract standards are achieved. In conducting assessment, CORs are to be objective, fair, and consistent in evaluating contractor performance against the performance standards.

1.6. This quality assurance surveillance plan is a living document and shall be revised or modified by members of the multi-functional team as circumstances warrant, throughout the life of the contract, to ensure adequate oversight of contractor performance is maintained.

SECTION 2.0.

ROLES AND RESPONSIBILITIES OF THE MULTI-FUNCTIONAL TEAM

Contracting Officer (CO). The CO has overall responsibility for contract administration and is the primary focal point for formal Government-Contractor interface. The CO is responsible for monitoring contract compliance and resolving disagreements regarding interpretation of contract terms and conditions. The two primary functions of the CO with regard to surveillance are to authorize changes to the contract and to approve payment. Payment is authorized based on documented objective evidence provided by the COR that Contractor performance meets the performance standards specified. The CO is also responsible for approving the quality assurance surveillance plan (QASP).

Functional Commander/Functional Area Chief (FC/FAC). The FC has overall responsibility for Quality Assurance (QA) functions and for the surveillance personnel under his cognizance.

The FC is responsible for the development and implementation of this surveillance plan, selecting the surveillance methods to be used to assess, document, and report contractor compliance with the contract requirements. The FC assesses surveillance efforts, maintains the primary QA surveillance folder, and reviews contract deficiency reports from QAP prior to issuance to the Contractor.

Contracting Officer’s Representative (COR). The contracting officer’s representative (COR) provides functional surveillance for contract peformance, and serves as the technical expert in the functional area that they quality assure. The COR monitors and evaluates compliance with contract requirements, documents performance, and reports surveillance results to the FC and CO. The COR initiates requests for the contractor’s corrective actions, and evaluates the actions for effectiveness. The COR must be objective, fair, and consistent in evaluating the contractor’s performance. CORs shall be trained, nominated and appointed in accordance with AFFARS MP5301.602-2(d).

Contractor’s Quality Control (QC) Program. The Contractor is a member of the BRAG/multifunctional team and has overall responsibility for the quality of their work. The contractor’s QC responsibilities include customer service, business relations, responding to complaints, customer education, identifying and implementing efficiencies to improve quality of service, development of a QC plan, and updates as needed.

For roles and responsibilities also see AFI 63-124, Chapter 2.

SECTION 3.0.

SERVICE SUMMARY (SS) AND METHOD OF ASSESSMENT

Performance Objective PWS

Reference Acceptable Quality Level

Monitoring Method

PO-1. Linen, dry cleaning services, facilities and equipment shall be kept in a clean, sanitary, and safe operating condition at all times in accordance with this PWS and industry standards.

I. 1.1.9 100% of the time during the monthly performance period

100% Inspection by COR.

PO-2. Pickup and delivery schedules are met and items identified in accordance with this

PWS.

I. 1.1- 1.2 No more than 2 late pickup and deliveries for all requirements, including re-performance of unsatisfactory cleaning, per month

100% Inspection and customer feedback

PO-3. Correct quantities of laundry are returned and properly packaged. Correct sizes marked on all packages.

I. 1.11;

Appendix A

No more than two (2) unacceptable services in packaging per month and no more than +/- 2 difference from original pickup

100% Inspection and customer feedback

SECTION 4.0.

ASSESSMENT PROCEDURES

4.1. Assessment Schedule.

The COR will review invoices, fill rates and any customer feedback on a monthly basis.

Assessment of SS Items.

It is essential that the CORs conduct assessments in accordance with projected assessment schedule for an effective quality assurance program. Mission requirements may require deviations from the assessment schedule. Assessment should be performed as close to the schedule as is practicable. CORs shall document assessment as it is conducted.

The CORs shall conduct assessment of the contractor’s performance by determining whether or not the performance meets the standards contained in the contract, the PWS and the SS items.

Assessment documentation shall include as a minimum, the date, time, and location the assessment was conducted, results of the assessment (acceptable or unacceptable), PWS paragraph number referencing the requirement, a short description of the requirement being surveyed, applicable remarks, signature of COR conducting the assessment. When CORs determine that contractor performance is unacceptable, the specific reason for the unacceptable performance shall be recorded on the COR’s assessment documentation.

Assessment of non-SS Items. The Government has the right to inspect all services called for by the contract, to the extent practicable at all times and places during the term of the contract.

Therefore, CORs have the right to conduct assessment for SS items and non-SS items as well.

When the COR identifies unacceptable performance on non-SS items, the COR shall follow the procedures in section 5.0 of this quality assurance surveillance plan, entitled Unacceptable Performance.

Customer Complaints.

CORs shall ensure complaint procedures and forms are made available to all customers. Any personnel that observe questionable services, incomplete, not performed, or performed improperly, should immediately contact the COR. CORs shall receive, document, and validate or invalidate all complaints. If the complaint is invalid, the COR shall contact the complainant and explain why the complaint was invalid. COR shall fully document the resolution for each complaint on the Customer Complaint Record. COR shall complete and issue the contractor a Corrective Action Report (CAR) (Attachment 1), for all valid complaints. If the Contractor challenges the validity of any complaint, and the COR and contractor cannot come to agreement, the complaint in question shall be forwarded to the Contracting Officer for resolution.

Complaints will be tracked and if the performance threshold is exceeded, the COR shall notify the Contracting Officer in writing so that the Contracting Officer can notify the contractor and appropriate action can be taken.

COR Monthly Report. The COR shall submit a monthly report to the contract administrator no later than the 10th calendar day of the month following the surveillance period. The report shall be approved by signed by the COR and approved by the FC. (See Contracting Officer’s Representative (COR) Monthly Report attached.)”. The number of unacceptable performances observed, the number of valid customer complaints, any significant contractor performance discrepancies, and a rating of the Contractor’s overall for the quarter performance. The report shall be signed and dated by the COR and a copy provided to the CO and QAPC. The quarterly report will be given to the contractor.

SECTION 5.0.

UNACCEPTABLE PERFORMANCE

Unacceptable Performance

When the contractor’s performance is deemed unacceptable, CORs will determine the cause of the unacceptable performance. If any Government action, or lack of action, caused or contributed to the unacceptable performance, the unacceptable performance will not be counted against the contractor. The COR will take action to ensure Government action, or lack of action, does not interfere with the Contractor’s performance in the future. The COR will completely document the circumstance.

When the unacceptable performance is not the result of Government action, or lack of action, CORs shall promptly notify the contractor and issue a Corrective Action Report (CAR) (See attachment) to the contractor to assure corrective action is taken. By initialing and dating the CAR, the contractor is acknowledging that s/he has been informed of the unacceptable performance and is not agreeing with the performance assessment. CORs shall direct the contractor to re-perform the service, if possible, without additional cost to the Government. If the contractor challenges the validity of the COR’s unacceptable assessment finding, and the COR and contractor cannot come to an agreement, the matter shall be referred to the Contracting Officer for resolution. The contractor shall be required to return all completed CARs to the COR no later than the suspense date indicated on the CAR.

Unacceptable performance re-performed by the Contractor shall still count as unacceptable performance.

The COR shall maintain a CAR log of all CARs issued to the Contractor (a locally devised form may be used). The CAR log shall contain the CAR number, date issued, contractor, description of unacceptable performance, suspense date, and closeout date. All CARs and CAR logs shall be maintained by the COR for the life of the contract.

Contracting Officer Notification.

Major Finding. If at any time CORs identify a condition as having a significant adverse effect on the quality of the activity, such as those stated below, CORs shall document their findings and notify the Contracting Officer immediately in writing. Email is acceptable.

Contractor failure to meet a Performance Threshold.

Failure to provide adequate corrective action to preclude reoccurrence of Government identified findings.

Failure to provide corrective action to deficiencies identified by the contractor within a prescribed suspense period.

Any failure to adhere to security regulations that results in a security incident.

Minor Finding.

A departure from established standards having little bearing on the service provided. When CORs identify a minor finding, the COR shall document the findings, but is not required to notify the Contracting Officer. However, if the same minor finding is repeatedly identified, it may be an indication that a major finding is occurring or has occurred because the Contractor has not taken proper steps to prevent recurrence. In this case, the COR shall notify the Contracting Officer in writing.

Remedies for Unacceptable Performance.

In accordance with the contract Inspection of Services clause, if any of the services do not conform to contract requirements; the Government may require the Contractor to perform the services again in conformity with contract requirements, at no increase in contract amount. This includes but is not limited to termination of Contractor personnel and recruitment of substitute personnel that are equally qualified within established timeframes. When the defects in services cannot be corrected by re-performance, the Government may:

Require the Contractor to take necessary action to ensure that future performance conforms to contract requirements; and

Reduce the contract price to reflect the reduced value of the services performed. This may include a reduction in the number of paid hours to reflect the total non-performance period.

If the Contractor fails to promptly perform the services again or to take the necessary action to ensure future performance in conformity with contract requirements, the Government may

By contract or otherwise, perform the services and charge to the Contractor any cost incurred by the Government that is directly related to the performance of such service; or

Decrement invoice as stated in the PWS related to performance; or

Terminate the contract.

SECTION 6.0.

CERTIFICATION/ACCEPTANCE OF SERVICES

CORs will certify receipt of acceptable contractor services each month. The COR will certify that acceptable services were received, in accordance with the terms and conditions of the contract. The COR will certify receipt of contractor services via the Wide Area Workflow (WAWF) website. Certification of services shall be accomplished on the first workday following the completion of the contract payment period, to avoid payment of interest penalties.

CORs are responsible for obtaining, scheduling, and completing WAWF training from the base Accounting and Finance Office.

SECTION 7.0.

CONTRACTOR’S QUALITY CONTROL PLAN

The contractor shall employ his commercial quality control program/procedures to identify, prevent and ensure non-recurrence of defective services. Through implementation of the contractor's quality control program/procedures, the government shall receive quality services meeting the requirements of this contract. The contractor shall update the plan as changes occur.

Contractor Inspection Records. The COR will periodically review records of inspection work performed by the Contractor during the contract performance period to ensure conformance to contract requirements.

SECTION 8.0.

CONTRACT MANAGEMENT

The multi-functional team shall utilize the following approaches, methods, and tools to manage the contract upon award:

COR’s shall conduct, document, track, and analyze contractor performance via regularly scheduled assessments. The assessment results shall be maintained as Past Performance Information and utilized to prepare and support annual Performance Assessment Report System (CPARS) reporting. Assessment results, along with the contractor’s submittals, and Medical Expense/Personnel Reporting System (MEPRS), will be used to develop metrics to track Contractor’s overall compliance with contract terms and conditions.

The multi-functional team shall conduct periodic progress meetings, not less than quarterly, to review the contractor’s performance. At these meetings the Contracting Officer will apprise the contractor of how the Government views the contractor’s performance and the contractor will apprise the Government of problems, if any, being experienced.

SECTION 9.0

PERFORMANCE MANAGEMENT

This section identifies the use of performance measurement information to effective positive change in organizational culture, systems, and processes, by helping to set agreed upon performance goals, allocating and prioritizing resources, informing managers to either confirm or change current policy or program directions to meet those goals, and sharing results of performance in pursuing those goals.

Market Research: On-going market research is conducted to ensure the contract requirements remain current with commercial standards, practices and industry performance evaluation methods.

COR Records Review: The contract administrator will review the COR’s surveillance files no less than semi-annually to ensure surveillance is properly conducted and documented, and contractor performance is within acceptable levels. This review will be documented and acknowledged by the contract administrator and CO.

a. Surveillance Files: An inspection file must be developed and maintained by the primary COR. This folder is typically contained in hard copy, but may be maintained in a computer database provided there is adequate back up of the data to preclude accidental loss. The surveillance folder must contain the following sections, but may contain any other sections or information that the COR finds useful.

(1) Section 1: Quality Assurance Surveillance Plan

(2) Section 2: Contractor’s Quality Control Plan (QCP) (if required)

(3) Section 3: Surveillance Documents – The type of information that may be included are details of inspections or data gathering, conversations or meetings with the contractor, notes and comments that may be of value at some later date.

(4) Section 4: Contract – The portions of the contract that apply to the functional area(s) of the surveillance folder, e.g., PWS chapters, directive documents, references, pertinent terms defined by the contract, equipment listings, etc.

(5) Section 5: Appointment Letters/Certificates of Training – QAP appointment letters and training certificates and Letter of Delegation to the assigned Functional Commander.

(6) Section 6: Records – A section used for filing all documentation associated with contract quality assurance, e.g., correspondence, CO inputs, and customer complaints.

Performance Feedback: Documentation is required to record, evaluate, and report contractor’s performance. On a monthly basis, the COR will complete an evaluation of contractor performance and forward it to the CO that includes the following assessment elements.

Performance Element

Description

Quality of Service

Assess the contractor’s conformance to contract requirements, specifications, and standards of good workmanship (e.g., commonly accepted technical, professional, environmental, or safety health standards).

Schedule

Assess the timeliness of the contractor against the completion of the contract, task orders, milestones, delivery schedule, administrative requirements (e.g., efforts that contribute to or effect the schedule variance).

Business Relationships

Assess if the contractor is oriented toward the customer’s needs. Is interaction between the contractor and government satisfactory or does it need improvement?

Management of Key Personnel

Assess if the contractor supports key personnel so they were able to work effectively and efficiently. If key personnel did not perform well, what action was taken by the contractor to correct this?

Cost Assess contractor service value and product/service reliability relative to cost;

plan, organize, and coordinate acquisition alternatives, as appropriate. Was best value/cost considered for parts purchased.

Performance Ratings. Contractor ratings and criteria are described below:

Performance Rating

Criteria

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 benefit. The contractual performance element or sub-element being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were highly effective.

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

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

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE DATE

6. CONTROL NUMBER

7. DEFICIENCY MAJOR MINOR

FINDING:

FINDING IMPACT:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.

8. QUALITY ASSURANCE PERSONNEL (COR)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. COR DETERMINATION

ACCEPTED REJECTED

12. CLOSE DATE

Contracting Officer Representative’s (COR) Monthly Report

TO: 60 CONS/LGCB

FROM (organization):

Contractor Contract Number/Title of Service Delivery Order Number (if applicable)

Month Location (bldg, area, etc.)

Key Subcontractor(s)

Evaluation Items (check as applicable)

Item NA Unsatisfactory Marginal Satisfactory Very Good Exceptional Quality of Service

Schedule

Cost Control

Business Relations

Management Key Personnel

Remarks:

Print name/grade of QAP

Date Signature

Print name of Functional Commander

Signature Date

Reviewed by Signature Date Contract Specialist

Contracting Officer

Quality Assurance Program Coordinator