Attachment 5 PERFORMANCE PLAN.doc

PERFORMANCE PLAN

FOR

CARPET INSTALLATION IDIQ

Functional Director (FD) Approval Date

Contracting Officer (CO) Approval Date

Quality Assurance Program Coordinator (QAPC) Date Whiteman AFB

TABLE OF CONTENTS

SECTION A – PURPOSE

SECTION B - PROCEDURES

SECTION C - METHODS OF SURVEILLANCE

SECTION D - UNACCEPTABLE PERFORMANCE

SECTION E - SAMPLING GUIDES

SECTION F - CERTIFICATION OF SERVICES

SECTION A

PURPOSE

1. This Performance Plan has been developed to provide the standard of surveillance for monitoring the Carpet Installation IDIQ contract and a systematic approach for conducting the surveillance. It is used by Quality Assurance Personnel (QAP) to ensure the standards of the service contract are being met.

2. Where appropriate, methods for administering and evaluating services not included in the Services Summary (SS) should be inspected in the same general manner as periodic surveillance items. The results of these inspections are documented and, if necessary, provided to the Contracting Officer (CO) for action. Should a discrepancy be observed, the CO will handle each documented discrepancy on a case-by-case basis.

3. Any nonconformance with the contract requirements is a “defect”. The term “defective” is used in reference to a service output that does not meet the standards of performance specified in the contract for that service.

4. This Performance Plan provides a systematic method to evaluate the services the contractor is required to furnish and not the details of how the contractor accomplishes the work. The plan uses 100 % surveillance, periodic surveillance, and customer complaint as described in Air Force Instruction (AFI) 63-124, Performance Based Service Acquisitions (PBSA). This surveillance adequately assures the government that the contractor’s performance is acceptable.

5. This plan is based on the premise that the contractor and not the Government is responsible for management and quality control actions to meet the terms of the contract. The performance requirements recognize that the contractor is not a perfect manager and that unforeseen and uncontrollable problems do occur. Good management and use of an accepted contractor’s Quality Control Plan will allow the contractor to operate within the specified performance requirements. QAP’s are to be objective, fair, and consistent in evaluating contractor performance against the standards listed in the Performance Work Statement.

SECTION B

PROCEDURES

QUALITY ASSURANCE PERSONNEL SCHEDULE

a. The QAP will survey all work during and at the completion of each individual task order.

ACTUAL SURVEILLANCE

a. Periodic inspections during commencement of work will be done to insure an effective quality assurance system.

SECTION C

METHOD(S) OF SURVEILLANCE

ONE-HUNDRED PERCENT SURVEILLANCE.

When this type of surveillance is used the QAP must inspect and evaluate the contractor’s performance each time it is performed. The results of the contractor’s overall performance are then evaluated to determine acceptability.

PERIODIC SURVEILLANCE.

Often items are inspected using periodic surveillance. Tasks shown on the Performance Work Statement (PWS) and Service Summary (SS), as having periodic surveillance have no maximum payment percentage calculations. The results of the periodic surveillance inspections may be used as the basis for actions against the contractor. In such cases, the Inspection of Services clause becomes the basis for the contracting officer’s actions.

CUSTOMER COMPLAINT

a. The QAP must furnish instructions and training to the building managers for each organization receiving the contractor's service. Instructions and training should cover the format and content of the program and service, action that may be expected from the QAP, contract administrator, and contracting officer as a result of the complaints; and the limitations on the customers in dealing with contractor personnel.

b. The QAP is the point of contact and must collect all customer complaints. All complaints and any resulting resolution of such complaints must be documented. Validated customer complaint forms become a permanent part of the QAP surveillance records.

c. The QAP may contact each customer involved to assure there is an understanding of the contract requirement by all appropriate personnel and that they have a sufficient knowledge of complaint procedures.

d. Tasks shown on the Services Summary (SS) as being surveilled by customer complaint have no maximum payment percentage calculations. Validated customer complaints may be used as the basis for actions against the contractor. In such cases the Inspection of Services clause becomes the basis for the contracting officer’s actions.

SECTION D

UNACCEPTABLE PERFORMANCE

a. When performance is determined unacceptable, the QAP must inform the contractor’s on-site representative that performance is unacceptable and why.

The contractor will be given an opportunity to reperform the task. If after reperformance the deliverable is unacceptable, the contractor shall acknowledge the unacceptable performance and initial and date the surveillance form. By initialing and dating the form, the contractor’s on-site representative is acknowledging that he or she has been told of the unacceptable performance. He or she is not necessarily agreeing that the performance is unacceptable. If the contractor wants to dispute the results of the surveillance, the QAP must refer them to the contracting officer for resolution of the matter.

b. If, at any time during the surveillance period, the results of surveillance show that the number of unacceptable observations during the period exceeds the performance requirement, and the QAP determines that it is not government caused, the QAP will issue a Contract Discrepancy Report (CDR).

SECTION E

SAMPLING GUIDES

Performance Objective-1: Installation of Carpet/VCT/Feature Strips/Wall Base

1. Method of Surveillance: Customer Complaint.

2. Performance Requirement: Acceptable performance is no more than 2 defects per delivery order.

3. Surveillance Procedures: the QAP will review and validate customer complaints. The QAP will inspect in accordance with PWS paragraph (para.) 1.1.1 through 5.16.

Performance Objective 2: Implementation of Contractor’s Quality Control Plan.

1. Method of Surveillance: Periodic Surveillance and Customer Complaint.

2. Performance Requirement: Acceptable performance is no more than one (1) defect per delivery order.

3. Inspection Procedures: The QAP will inspect as Periodic Surveillance and Customer Complaint. The QAP will inspect in accordance with PWS para. 8.6

SECTION F

CERTIFICATION OF SERVICES

The QAP is required to accept contractor services and determine payments due. At the completion of each task order the QAP must certify the services have actually been received under the contract.

REVISIONS TO PERFORMANCE PLAN

Revisions to this performance plan are the responsibility of the Multi-functional Team (MFT).

FA4625-08-R-0006

Attachment 5