Performance Plan FA7012-08-R-0001.docx

PERFORMANCE PLAN

FOR

REMOVAL & INSTALLATION OF

FLOOR COVERINGS

BASEWIDE

COORDINATION REVIEW (Sign and Date):

Functional Commander: _________________________

Contracting Officer: _________________________

Quality Assurance Program Coordinator: _________________________________

BOLLING AFB, D.C.

JULY 2008

ATTACHMENT 3

TABLE OF CONTENTS

Para. No. Para. Title Page No.

Attachments:

1. Customer Training Letter

2. Inspection Results Letter

PERFORMANCE PLAN

FOR

REMOVAL & INSTALLATION

OF

FLOOR COVERINGS BASEWIDE

1. INTRODUCTION. This Performance Plan has been developed to evaluate contractor actions while implementing the Performance Work Statement (PWS). It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective in paragraph 2, Service Summary (SS) in the floor covering contract.

1.1. This Performance Plan provides a systematic method to evaluate the services the contractor is required to furnish.

1.2. This Performance Plan is based on the premise that the government desires to maintain a quality standard in operating, maintaining, and repairing facilities and that a service contract to provide the service is the best means of achieving that objective.

1.3. The contractor, and not the government, is responsible for management and quality control actions to meet the terms of the contract. The role of the government is quality assurance to ensure contract standards are achieved.

1.4. In this contract the quality control program is the driver for product quality. The contractor is required to develop a quality control program. The first major step to ensuring a “self-correcting” contract is to ensure that the quality control program approved at the beginning of the contract provides the measures needed to lead the contractor to success.

1.5. Once the quality control program is accepted, careful application of the process and standards presented in the remainder of this document will ensure a robust quality assurance program.

2. PERFORMANCE OBJECTIVES.

Para

Periodic Inspection

1.6

Periodic Inspection

Periodic Inspection

Periodic Inspection

1.4.5 1.5.6 1.6.2

Periodic Inspection

Periodic Inspection

Periodic Inspection

3. SURVEILLANCE: The government Quality Assurance Personnel (QAP) will receive complaints from facility managers and pass them to the contractor's Quality Control Inspector (QCI) for correction.

4. STANDARDS: Defect are not recorded against the contractor’s performance. However, once the contractor exceeds the number of defects allowed on the performance objectives/standard listed under the performance threshold a discrepancy report is prepared by the QAP and provided to the contractor. Recurring defects are recorded and reported to the Contracting Officer for appropriate action in accordance with FAR 52.212-4, Contract Terms and Conditions-Commercial Items (Feb 2007).

5. CUSTOMER TRAINING: Upon award of the contract, the QAP will conduct customer training with the facility managers by using the attached letter, when an area in the facility is scheduled for floor covering replacement.

6. PROCEDURES: Any facility occupant that observes unacceptable services, either incomplete or not performed, for any of the above performance objectives should immediately contact the facility manager. The facility manager will evaluate the complaints by reviewing the Performance Work Statement (PWS). The facility manager will contact the QAP for coordination with the contractor. The QAP will validate the customer complaint upon receipt from the customer. The QAP should inform the customer of the approximate time the unacceptable performance will be corrected and advise the customer to contact the QAP if not corrected. The QAP will consider the customer complaints as resolved unless notified otherwise by the customer. The QAP will complete the appropriate documentation to record the complaint. The QAP will verbally notify the Contractor’s Quality Control Inspector (QCI) to pick up the written customer complaint. If the QCI disagrees with the complaint after investigation of the site and challenges the validity of the complaint, the QCI will notify the QAP. The QAP will conduct an investigation to determine the validity of the complaint. If the QAP determines the complaint as invalid, the written complaint of the findings will be documented. The QAP will retain the annotated copy of the written complaint for their files. If after investigation, the QAP determines the complaint as valid, the QAP will inform the QCI and the QCI will be given additional time to correct the defect. A defect will not be recorded if proper and timely correction of the unacceptable condition(s) is accomplished. The QCI will return the written customer complaint document, properly completed with actions taken, to the QAP, who will file the complaint for monitoring future recurring performance. If a repeat customer complaint is received indicating the same deficiency during the service period (month, quarter, etc.), the QAP shall contact the Contracting Officer for appropriate action. All customer complaint records, including negative reports, will be forwarded to the Contracting Officer on a monthly basis.

DEPARTMENT OF THE AIR FORCE

11th WING

MEMORANDUM FOR _____________________

(Facility Manager)

FROM: 11 CES/CEOSS

SUBJECT: Customer Training for Base Floor Covering Services

1. Your facility or a section of your facility is scheduled for new floor covering under the subject contract within the terms and conditions of the Performance Work Statement (PWS).

2. If you feel the contractor has performed in an unacceptable manner, you should evaluate the discrepancy by reviewing the Performance Work Statement (PWS). If after reviewing the Performance Work Statement (PWS) you feel that the contractor has indeed performed in an unacceptable manner, please contact the Quality Assurance Personnel (QAP) immediately at the telephone number listed below for correction of the discrepancy.

3. The QAP for the subject contract is __________________, telephone no. _______________.

4. Questions concerning this matter should be directed to _____________________, telephone no. _______________. Please acknowledge receipt of this training by signing this letter in the space provided below.

CARL BUONO, GS-11, DAF

Quality Assurance Personnel

Attachments:

1. Performance Work Statement (PWS)

I acknowledge receipt of this training.

(Printed Name and Signature) (Date)

DEPARTMENT OF THE AIR FORCE

11th WING

MEMORANDUM FOR 11 CONS/LGCF

FROM: 11 CES/CEOSS

SUBJECT: Inspection Results for Base Floor Covering Contract

1. Attached are the copies of the Customer Complaint Records and Surveillance Activity Checklist for the Base Floor Covering Service Contract for the month of:

2. Questions should be directed to Carl Buono, 11CES/CEOSS at (202) 767-8620.

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