PERFORMANCE PLAN.doc

PERFORMANCE PLAN

FOR

MISSILE MAINTENACE FACILITIES CLEANING

309th MMXG

7563 WARDLEIGH RD, BLDG 847, HILL AFB, UT 84056

22 May 2008

TABLE OF CONTENTS

SECTION 1 – OBJECTIVE 2

SECTION 2 - RESULTS OF THE MULTI-FUNCTIONAL TEAM (MFT) 3

SECTION 3 - MFT ROLES AND RESPONSIBILITIES 4

SECTION 4 - PERFORMANCE ASSESSMENT (Checklist) 5/6

SECTION 5 - PROCEDURES 7

SECTION 6 - METHODS OF SURVEILLANCE 8/9

SECTION 7 - UNACCEPTABLE PERFORMANCE 10

SECTION 8 - CERTIFICATION OF SERVICES 11

SECTION 9 - SURVEILLANCE GUIDE 12/15

SECTION 10 - CUSTOMER COMPLAINT AND TRAINING PROCEDURES 16

SECTION 11 - CONTRACTORS QUALITY AND SAFETY PLAN 17

SECTION 12 - PERFORMANCE MANAGEMENT 18

SECTION 13- ACRONYMS AND ABBREVIATION LIST 19

OBJECTIVE

The objective is to provide site management for the contracted services.

This Performance Plan (PP) has been developed to evaluate contractor’s performance while implementing the terms and conditions of the Contract and Performance-Based Work Statement (PWS). It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective on the Services Summary (SS) in the contract. The Performance Plan provides a systematic method to evaluate the services and products the contractor is required to furnish. The Performance 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 role of the government quality assurance is to ensure contract standards are met.

A. Where it is appropriate, methods for administering and evaluating services not included in the Service Delivery Summary (SDS) are to be developed by the QAP.

B. 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 standard of performance specified in the contract for that service.

C. The PP provides a 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 PEERIODIC SURVEILLANCE. This surveillance assures the government that the contractor’s performance is acceptable.

D. The PP 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 adequate quality control plan will allow the contractor to operate within specified performance requirements. QAPs’ are to be objective, fair, and consistent in evaluating contractor performance against the standards.

Results of the Multi-functional Team (MFT) –

The goals of this team are to manage this contract and to provide an avenue to collectively work together to create a strong working relationship between the using agency, contracting and the contractor and provide the highest level of contract performance and customer service.

Multi-functional Team Members and their roles and responsibilities –

1. Chief of AF Contracting: Shall establish and maintain a Quality Assurance Program to implement and oversee. Appoint training for the QAPs and periodic briefings to commander and FD/FC on the PP and specific service contracts. Advise and assist commanders and FD/FC in related service contract matters.

2. Contract Administrator (CA): Provides Phase II Training (contract specific training) associated with administering the contract after contract award.

3. Contracting Officer (CO): Acts as the principle business advisor and principle agent for the government. Is responsible for developing the solicitation, conducting the source selection, and manages the award of the contract. This individual researches contracts in the marketplace to identify general business practices such as commercial terms and conditions, contract type, bid schedule break out and the use of incentives. CO informs the contractor of the duties and limitations of the QAP and periodically assesses the QAPs performance and advises the FC/FD of any problems.

4. Contractor: Shall be responsible to comply with all the terms and provisions of the contract.

5. Functional Commander/Functional Director (FC/FD): Assigns a Primary and

Alternate QAP to the MFT. Reviews contractor performance documentation, prepared by the QAP to ensure performance is compatible with contract and mission objectives. Reviews the PWS and PP annually with the MFT.

6. Functional Technical Representative (FTR): Serves as the principle technical expert that is the most familiar with the requirement. This person is best able to identify potential technical trade-offs and most capable of determining whether the requirement can be met by a commercial service.

8. Installation Commander: Shall implement the requirements of AFI 63-124 at their installations and appoint QAPs for contracts.

9. Quality Assurance Personnel (QAP): Researches common surveillance or quality control methods. Perform surveillance according to this plan and provide documentiation of surveillance observations to the CO. Recommend improvements to this plan and the PWS. Certify acceptance of services and calculate unacceptable service prescribed by the CO.

10. Quality Assurance Program Coordinator (QAPC): Provides training to the

MFT members. Review the contents of the PWS and PP to ensure that they are incompliance with AFI 63-124 requirements. Assists in matters involving the Quality Assessment Program.

Performance Assessment.

SERVICE DELIVERY SUMMARY

Performance Objective (Service)

Quality Control Program development and maintenance

Safety Program

Program development and maintenance

Work Scheduling

Complete work schedules are submitted to QAP on contract start date and on the first of each month thereafter.

Rodent Control and cleanup

Remove all rodent droppings, carcasses, nests and any other debris. Also clean inside and around winch housings. Provide rodent control measures to reduce future rodent infestation of these facilities.

Clean Facilities

Clean and remove dirt and debris from inside of facilities to include floors, drains, foundations shelves, ledges, havc equipment and around and under missile mounting rails.

Clean Real Property Installed Equipment (RPIE)

Clean and remove dirt and debris from equipment include missile mounting rails, winch housing and controls.

Remove Bird Debris.

Remove and cleanup bird droppings, feather, nesting material and any other bird debris form buildings identified in para 1.2.7

4.1 Assessment of Non-SDS Items – All other tasks required under the PWS may be inspected on a random basis at a frequency determined by the Functional Commander/Functional Director (FC/FD), CO, and/or QAP per the Inspection of Services Clause in the contract.

4.2 Remedies for Non-Conformance – If inspections indicate unacceptable performance, the QAP will notify the contractor’s POC of the deficiencies for correction. The contractor shall be given an appropriate time frame (depending on the discrepancy identified) after notification to correct the unacceptable performance. If deficiencies are not corrected within the required time frame, the QAP should notify the CO for action. If the contractor disagrees with the noted discrepancy and an agreement cannot be reached, the CO shall be notified for a final decision

Procedures

1. QUALITY ASSURANCE PERSONNEL (QAP) SCHEDULE

The QAP will develop a monthly surveillance schedule, based on this performance plan’s requirements. The schedule must be completed no later than 7 calendar days before the beginning of the period it covers. The QAP must give one copy of the surveillance schedule to the Contract Administrator before the start of the surveillance period. The FD/FC must either be given a copypp for review or must review the original and return it to the QAP not later than the last day of the month preceding the month scheduled.

Changes to the monthly surveillance schedule will be posted weekly and copies sent to the Contract Administrator and FD/FC. Documentation of the reason for the change will be included.

2. ACTUAL SURVEILLANCE

Actual surveillance should be comparable to the monthly schedule.

It is essential that the exact number of inspections in a periodic surveillance be accomplished. It is also essential that the exact number of periodic checklist inspections be done for an effective quality assurance system.

The QAP must inspect task performance by watching actual task performance, physically checking an attribute of the completed task, checking a management information report, or otherwise inspecting the task or its result to determine whether the performance meets the standards contained in the contract.

Record the results of the inspection on a checklist provided in the surveillance guide. These documents then become the official Air Force record of the contractor’s performance.

When a surveillance observation results in an unacceptable rating, record it on the checklist and specify the reason for the unacceptable performance.

During the month the QAP may receive customer complaints about the quality of the service or may observe unacceptable performance by the contractor other than during a sample observation.

These complaints and observations will be noted and should reinforce the accuracy of the sample results, but they will not as defective. Only defects discovered during sample observations will be counted when sampling is the method of surveillance. Only one surveillance method may be used during an inspection period to cause less than maximum payment for the listed service.

Methods of Surveillance

RANDOM SAMPLING SURVEILLANCE

Random sampling is an appropriate method for frequently recurring tasks. A typical use of this surveillance method is lot size sampling. Initially, QAP will evaluate randomly selected samples of the activity to determine the activity to determine the acceptability of the entire requirement. This method reduces the time QAP must spend on surveillance duties, and yet it still gives a reasonably accurate picture of a service’s overall acceptability.

ONE-HUNDRED PERCENT INSPECTION

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

CUSTOMER COMPLAINT

The QAP must furnish instructions to the customer receiving the contractor’s service. Instructions should cover the service to be assessed; the action that may be expected from the QAP, Contract Administrator/Contracting Officer (CO) as a result of the complaints; and the limitations on the customers in dealing with contractor personnel.

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. Customer complaints become a permanent part of the QAP assessment records.

PERIODIC SURVEILLANCE

Periodic surveillance/inspection is the type of surveillance that is based upon selecting samples for evaluation on other than 100% inspection or on a statistically random basis. Periodic surveillance can be accomplished, either weekly, monthly or quarterly using a checklist method.

TREND ANALYSIS

The method of surveillance should be used regularly and continually by QA personnel to monitor the contractor’s on-going performance over time. Data for tracking trends can be gathered from all other evaluation sources and methods to build the data base upon which the trend analysis is based.

CONTRACTOR METRICS

Metrics is a management measurement tool used to measure performance objectives stated in the SOW. The government develops and approves performance objectives and thresholds. Industry input to the development of these objectives and thresholds is desirable. These thresholds should conform to commercial or industry-wide standards to the maximum extent practicable. Metrics should be developed so they are meaningful.

THIRD PARTY AUDITS OR ASSESSMENTS

Third party audits or assessments refer to contractor evaluation by a third party organization that is independent of the government and the contractor. All documentation supplied to, and produced by the third party should be made available to the government by the contractor.

UNACCEPTABLE PERFORMANCE

When performance is deemed unacceptable, the QAP must inform the contractor’s on-site representative that performance is unacceptable and why, and request his or her initials and date on the surveillance record. By initialing and dating the record, 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 CO for resolution of the matter.

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 threshold, and the QAP determines that it is not government caused, the QAP notifies the CO in writing. The CO evaluates the comments and contacts the Contractor. The CO and Contractor will evaluate the situation and negotiate some means of compensation for unacceptable performance. The authority used is the Inspection Services clause.

CERTIFICATION OF SERVICES

The QAP is required to accept contractor services and determine payments due. At the completion of each contract payment period, the QAP must certify the services actually received under the contract. A letter or contractor’s invoice may be used to certify services.

REVISIONS TO PP

Revisions to this surveillance plan are the joint responsibility of the FD/FC, the Administrative CO, and the QAPC. A copy of the revised PP will be distributed to anyone who has a copy of the original PP.

SURVEILLANCE GUIDE for SDS #1

Quality Control Program, Program Development and Maintenance

1. Method of Surveillance: Periodic Surveillance

(This SDS surveillance will take place on a monthly basis.)

2. Performance Threshold:

a. Performance is acceptable when 2 or less sample items were defective during the month.

b. Performance is unacceptable when 3 or more sample items were defective during the month.

3. INSPECTION PROCEDURES: Periodic Surveillance is the method of surveillance for this contract. Every 5th building from the building list would be subject to inspection. We will jump 1 building forward on the list each quarter; allowing verification of services for every building at least every 5 quarters. (also see attached building surveillance)

4. INSPECTION PROCEDURES: See Attached Check List

SURVEILLANCE GUIDE for SDS #2

Safety Program

a. Performance is acceptable when 2 or less sample items were defective during the month.

b. Performance is unacceptable when 3 or more sample items were defective during the month.

3. INSPECTION PROCEDURES: Periodic Surveillance is the method of surveillance for this contract. Every 5th building from the building list would be subject to inspection. We will jump 1 building forward on the list each quarter; allowing verification of services for every building at least every 5 quarters. (also see attached building surveillance)

4. INSPECTION PROCEDURES: See Attached Check List

SURVEILLANCE GUIDE for SDS #3

Work Scheduling

a. Performance is acceptable when 2 or less work scheduling problems per month occur.

b. Performance is unacceptable when 3 or more work scheduling problems per month occur.

3. SAMPLING PROCEDURES: The contractor provides a monthly schedule for the cleaning of the facilities. The QAP, working with the production Section

Chiefs, review and approve the proposed schedule. Changes are made, as necessary so ongoing production will not be affected.

4. INSPECTION PROCEDURES: The QAP will coordinate with the Section

Chiefs to verify the contractor followed the approved schedule.

SURVEILLANCE GUIDE for SDS #4, 5, 6 and 7

Rodent Control and Cleanup

Clean Facilities

Clean Real Property Installed Equipment (RPIE)

Remove Bird Debris

1. Method of Surveillance: Periodic Surveillance

(This SDS will take place on a monthly basis.)

2. Performance Threshold:

a. Performance is acceptable when 3 or less sample items were defective during the month.

b. Performance is unacceptable when 4 or more sample items were defective the month.

3. SAMPLING PROCEDURES: Periodic surveillance is the selected method of surveillance for this contract. Every 5th building from the building list would be subject to inspection. We will jump 1 building forward on the list each quarter;

allowing verification of services for every building at least every 5 quarters. (Also see attached building surveillance)

4. INSPECTION PROCEDURES: See Attached Check List

CUSTOMER COMPLAINT AND TRAINING PROCEDURES

Any customer being serviced by the Contractor must respond as soon as possible in writing or e-mail with the complaint.

The customer must include the following information:

Time and date of complaint

Organization

Building Number

Name

Contact Number

Nature of complaint

(Use additional pages if necessary)

All copies must be given to the QAP for processing

Upon receipt of complaint the QAP will review it against the contract to see if services should be provided . The contractor will reply how the service will be corrected if applicable. The CO will be notified if not resolved immediately. Once completed the results will be sent to the CO and Customer.

CUSTOMER COMPLAINT TRAINING

The PKX Business Office will meet with the appropriate parties, to include the QAP, business office personal, contract manager and the customer, to identify what the contractor, per the contract, is obligated to provide. This may entail going over the contract in detail to resolve the customers concerns.

CONTRACTORS QUALITY AND SAFETY PLAN

In compliance with the FAR, the Contractor shall establish and maintain a Quality Control Plan to ensure the requirements of this contract are provided as specified. The contractor shall provide a Quality Control Plan describing the inspection system for the requested services listed in the PWS. The Contractor shall develop and implement procedures to identify, prevent and ensure non-recurrence of defective services. The written Quality Control Plan will be required when proposals are submitted. The CO will notify the Contractor of acceptance or required modifications to the Plan. The Contractor shall make appropriate modifications (at no additional cost to the Government) and obtain acceptance of the plan by the CO before the start of the performance period. The plan shall be updated as changes occur and shall be submitted for review and acceptance by the government.

The Contractor shall adhere to all Government safety requirements. The Contractor shall not employ persons on this contract if such an employee is identified to the Contractor by the CO as a potential threat to the health, safety and or general well being or operational mission of the installation and its population.

PERFORMANCE MANAGEMENT

7.2 Multi-functional Team Meetings – The Multi-functional team will manage the contract throughout the life of the contract. This team will form a partnership between the government and the contractor to ensure the best possible service is provided for the life of the contract. All performance assessment data will be reviewed at these meetings. If performance improvement is necessary a plan of action will be created.

7.5 Disputes – Every attempt will be made to resolve all disputes arising under this contract/plan using the Alternate Dispute Resolution (ADR) as outlined in FAR 33.214. If no resolution can be made under ADR, the CO will render a Contracting Officer’s final decision.

8. Signatures: Add signature blocks for all Multi-Functional Team Members.

Contracting Officer (CO)

_______________________________ Date ____

Quality Assurance Personnel (QAP) _______________________________ Date ____

Quality Assurance Program Coordinator _______________________________ Date ____

ACRONYMS AND ABBREVIATIONS LIST

Acronym/Abbreviation:

Definition:

CA

Contract Administrator

CO

Contracting Officer

FC/FD

Functional Commander/Functional Director

FTR

Functional Technical Representative

IAW

In Accordance With

MFT

Multi Functional Team

PBSA

Performance Based Service Acquisition

PP

Performance Plan (QASP)

PWS

Performance-Based Work Statement

QAP

Quality Assurance Personnel

QAPC

Quality Assurance Program Coordinator

QASP

Quality Assurance Surveillance Plan (PP)

SS

Services Summary

PAGE