BPTF_QAP_v5_final.pdf

QUALITY ASSURANCE PLAN

Grass Cutting

GRASS CUTTING

1. Contract Requirement Grass Cutting

Work Requirements Standards of Performance

a. Timeliness As per Sections 3.3. and 3.4

b. Debris removed Collected prior to cutting, removed from site, no clippings left on walks, streets, etc.

c. Grass cut Uniform height between 2 and 6 inches,

d. Area trimmed Matches height and appearance of surrounding mowed area

2. Primary Method of Surveillance. Planned sampling supported by unscheduled inspections and validated customer complaints.

3. Maximum Allowable Defect Rate (MADR). 3% for all work requirements

4. Level of Surveillance. The normal level of surveillance will be used initially for the contract. Go to increased surveillance if the observed defect rate (ODR) for any work requirement exceeds the MADR during any given month. Go to reduced surveillance if the ODRs for timeliness, grass cutting, and trimming all are less than one half the MADR for two consecutive months.

5. Sample Size

Reduced - 10% of the scheduled services

Normal - 20% of the scheduled services

Increased - 30% of the scheduled services

7. Sampling Procedures. Each month the COR will choose the appropriate number of samples. The Contractor's approved schedule will be used to determine the date on which specific parcels are to be complete and available for sampling. Parcels will be chosen on an arbitrary and rotating basis so that selection will be consistent from month to month, and recorded on the COR’s inspection schedule.

8. Evaluation Procedures. Within 24 hours after the scheduled completion of each selected parcel the COR will evaluate each of the work requirements listed in paragraph 1. Evaluations will be based on the concept of substantial completion. Generally work will be judged substantially complete (satisfactory) if there is no omission of essential work and essentially 95% or more of the total work has been completed without rework being required. In most all instances when grass cutting or trimming is considered unsatisfactory, the timeliness work requirement will also be considered unsatisfactory.

a. Evaluation Work Sheets. Grades of either satisfactory (S) or unsatisfactory (U) will be recorded on the attached EVALUATION WORK SHEET for each work requirement. A brief but complete description of any noted defects, including reasons for the defects and quantity of unsatisfactory work, will be provided and rework information will be recorded, if appropriate.

b. Customer Complaints. The COR will validate each customer complaint as soon as practical after receipt on the standard customer complaint form.

c. Unscheduled Inspections. Unscheduled inspections may be conducted on any parcel, but emphasis may be given to areas with command interest and areas where performance problems have been noted in the past. Unscheduled inspections may also be conducted if an unsatisfactory trend develops during the month, such as grass continually being thrown onto streets and sidewalks.

Unscheduled inspections will be documented on separate EVALUATION WORK SHEETs from those used for planned sampling.

d. Rework. Rework will normally be allowed when practical, and must be completed by the Contractor within 24 hours of notification. All work marked for correction will be reinspected by the COR as soon as possible after the 24 hour notification and appropriate notations completed on the

EVALUATION WORK SHEET.

9. Analysis of Results. At the end of the month, the COR will summarize the results of the month's inspections, calculate defect rates (DRs) for each work requirement, compare DRs to MADRs, and assess the Contractor's overall performance.

a. The defect rate will be calculated as follows:

DR = Number of Unsatisfactory Grass Cuttings x 100

Actual Number of Calls Completed

c. If the DR for a work requirement is greater than its MADR, the COR should recommend to the KO that a CDR be issued to the Contractor, or that stronger action be taken.

d. The COR will monitor the Contractor's overall performance and recommend appropriate administrative actions to the KO when performance is less than satisfactory

QUALITY ASSURANCE PLAN

EVALUATION WORK SHEET

GRASS CUTTING

COR'S SIGNATURE/DATE CONTRACTOR'S SIGNATURE/DATE

Work Requirements Rework Satisfactorily Completed

Date/Time Parcel Number

# of Acres

Timeliness Debris Removed

Grass Cut

Area Trimmed

Debris Removed

Grass Cut

Area Trimmed

Remarks

S/U # Unsat S/U # Unsat S/U # Unsat S/U # Unsat Date Acres Date Acres Date Acres

QUALITY ASSURANCE PLAN

Emergency Calls

EMERGENCY SERVICE CALLS

1. Contract Requirement Emergency Service Calls

Work Requirements Standards of Performance

a. Timely Response As per Sections 3.3 – 3.6 and Appendices C,D,& E

b. Timely Completion As per Sections 3.3 – 3.6 and Appendices C,D,& E

c. Quality of Work Emergency condition arrested, repairs completed in conformance with quality standards identified in sections 3.3 –

3.6 and Appendices C,D &E

d. Proper Procedures Properly classified after regular working hours, work authorization completed and returned within one working day

2. Primary Method of Surveillance. One hundred percent inspection

3. Maximum Allowable Defect Rate (MADR)

a. Timely Response 2%

b. Timely Completion 2%

c. Quality of Work 2%

d. Proper Procedures 2%

4. Level of Surveillance. Not Applicable

5. Sample Size. Not Applicable

6. Sampling Procedures. All calls will be inspected.

7. Evaluation Procedures. As soon as possible after completion of each emergency service call and submission of completed work authorization forms, the COR will evaluate each of the work requirements listed in paragraph 1 as either satisfactory (S) or unsatisfactory (U) on the attached EVALUATION WORK SHEET. A brief description of any noted defects will be provided and rework information will be recorded, if appropriate. Evaluation of response, completion, and proper procedures based on completed work authorization and service call log information.

Copies of all negative EVALUATION WORK SHEETs will be provided to the Contractor. Rework will normally be allowed when practical, and must be completed by the Contractor within 24 hours of notification. Therefore, each call marked for rework must be reinspected by the COR to see if the work was satisfactorily completed, and appropriate notations completed on the EVALUATION

WORK SHEET.

QUALITY ASSURANCE PLAN

9. Analysis of Results. At the end of the month, the COR will summarize the results of the month's inspections, calculate defect rates (DRs) for each work requirement, compare DRs to MADRs, and assess the Contractor's overall performance.

DR = Number of Unsatisfactory Calls x 100

Actual Number of Calls Completed

c. If the DR for a work requirement is greater than its MADR, the COR should recommend to the KO that a CDR be issued to the Contractor, or that stronger action be taken.

d. The COR will monitor the Contractor's overall performance and recommend appropriate administrative actions to the KO when performance is less than satisfactory

QUALITY ASSURANCE PLAN

EMERGENCY SERVICE CALLS

CONTRACT NUMBER

CONTRACTOR'S SIGNATURE/DATE COR'S SIGNATURE/DATE

DATE

WORK

AUTH

NUMBER

BLDG

NUMBER

WORK

DESCRIPTION

WORK REQUIREMENTS REWORK

ORDERED

DATE/TIME

REWORK

COMPLETED

DATE/TIME REMARKS

TIMELY

RESPONSE

TIMELY

COMPLETION

QUALITY

OF WORK

PROPER

PROCEDURES

QUALITY ASSURANCE PLAN

Urgent Calls

URGENT SERVICE CALLS

1. Contract Requirement Urgent Service Calls

Work Requirements Standards of Performance

a. Timely Response As per Sections 3.3 – 3.6 and Appendices C,D,& E

b. Timely Completion As per Sections 3.3 – 3.6 and Appendices C,D,& E

c. Quality of Work Repairs completed in conformance with quality standards identified in sections 3.3 – 3.6 and Appendices C,D &E

d. Proper Procedures Properly classified after regular working hours, work authorization completed and returned within one working day

2. Method of Surveillance Planned sampling supported by unscheduled inspections and validated customer complaints.

3. Maximum Allowable Defect Rate (MADR)

a. Timely Response 3%

b. Timely Completion 3%

c. Quality of Work 3%

d. Proper Procedures 3%

4. Quantity of Work. Not applicable

5. Level of Surveillance. The Normal level of surveillance will be used initially. Minimum surveillance will enacted be if the DRs for both response and quality of work are less than or equal to their MADRs. If at Minimum surveillance the DR for response or quality of work exceeds the MADR, Normal surveillance will be re-enacted

6. Sample Size. The following sample sizes will be used for surveillance.

Minimum - 10% of the service calls completed

Normal - 25% of the service calls completed

7. Sampling Procedures. A copy of each urgent service call work authorization form will be forwarded to the COR. The COR will arbitrarily select every fourth call for inspection if at Normal surveillance, and every tenth call if at Minimum surveillance.

8. Evaluation Procedures. As soon as possible after the selected call has been completed, the COR will evaluate each of the work requirements listed in paragraph 1 as either satisfactory (S) or

QUALITY ASSURANCE PLAN

unsatisfactory (U) on the attached EVALUATION WORK SHEET. A brief description of any noted defects will be provided and rework information will be recorded, if appropriate. In most all instances when the quality of work is considered unsatisfactory, timely completion will also be considered unsatisfactory. Evaluation as soon as possible after completion of the work is very important so that the work is "fresh" and relatively easy to inspect. Evaluation of response, completion, and proper procedures based on completed work authorization and service call log information. Copies of all negative EVALUATION WORK SHEETs will be provided to the Contractor. NOTE: In the event any urgent service call is not completed by the end of the evaluation period, the entire call (all work requirements) will be rated unsatisfactory.

a. Customer Complaints. The COR will validate each customer complaint received on the standard customer complaint form.

b. Unscheduled Inspections. Unscheduled inspections may be conducted on any urgent service call, but emphasis may be given to, calls where performance problems have been noted in the past, etc. Unscheduled inspections are to be documented on a separate EVALUATION WORK SHEET from that used for planned sampling.

c. Rework. Rework will normally be allowed when practical, and must be completed by the Contractor within 24 hours of notification. Therefore, each call marked for rework must be reinspected by the COR to see if the work was satisfactorily completed, and appropriate notations completed on the EVALUATION WORK SHEET.

9. Analysis of Results. At the end of the month, the COR will summarize the results of the month's inspections; calculate DRs, compare to MADRs, and recommend the level of surveillance be modified accordingly. The Contractor's overall performance will be assessed as follows;

a. The defect rate will be calculated as follows:

DR = Number of Sampled Unsatisfactory Calls x 100

Sample Size

b. The COR will compare DRs to MADRs and take the following action:

(1) If the DRs for both response and quality of work are less than or equal to their MADRs, the COR should recommend Minimum surveillance for the coming evaluation period. If the DR for response or quality of work is greater than the MADR, Normal surveillance will be used for the coming evaluation period.

(2) If the DR for any work requirement is greater than its MADR, the COR should recommend to the KO that a CDR be issued to the Contractor, or that stronger action be taken.

QUALITY ASSURANCE PLAN

EVALUATION WORK SHEET FOR URGENT SERVICE CALLS

DATE

WORK

AUTH

NUMBER

BLDG

NUMBER

WORK

DESCRIPTION

WORK REQUIREMENTS REWORK

ORDERED

DATE/TIME

REWORK

COMPLETED

DATE/TIME REMARKS

TIMELY

RESPONSE

TIMELY

COMPLETION

QUALITY

OF WORK

CONTRACTOR'S SIGNATURE/DATE COR'S SIGNATURE/DAT

QUALITY ASSURANCE PLAN

Routine Service Calls

ROUTINE SERVICE CALLS

1. Contract Requirement. Routine Service Calls

a. Timely Response As per Sections 3.3 – 3.6 and Appendices C,D,& E

b. Timely Completion As per Sections 3.3 – 3.6 and Appendices C,D,& E

c. Quality of Work Repairs completed in conformance with quality standards identified in sections 3.3 – 3.6 and Appendices C,D &E

d. Proper Procedures Properly classified after regular working hours, work authorization completed and returned within one working day

2. Method of Surveillance. Random and unscheduled inspections and validated customer complaints.

3. Maximum Allowable Defect Rate (MADR)

a. Timely Completion 5%

b. Quality of Work 5%

c. Proper Procedures 5%

4. Quantity of Work. Not applicable

5. Level of Surveillance. The Normal level of surveillance will be used initially. Minimum surveillance will enacted be if the DRs for both response and quality of work are less than or equal to their MADRs. If at Minimum surveillance the DR for response or quality of work exceeds the MADR, Normal surveillance will be re-enacted

6. Sample Size The following sample sizes will be used for surveillance.

Minimum - 10% of the service calls completed

Normal - 25% of the service calls completed

7. Sampling Procedures. Work authorization forms will be randomly selected. The COR will inspect that call upon completion by the Contractor.

8. Evaluation Procedure. As soon as possible after the selected call has been completed, the COR will evaluate each of the work requirements listed in paragraph 1 as either satisfactory (S) or

QUALITY ASSURANCE PLAN

unsatisfactory (U) on the attached EVALUATION WORK SHEET. A brief description of any noted defects will be provided and rework information will be recorded, if appropriate. Evaluation is to occur as soon as possible after completion of the work. Evaluation of timeliness and proper procedures will be based on completed work authorization and service call log information.

Copies of all negative inspection reports will be provided to the Contractor.

a. Customer Complaints. The COR will validate each customer complaint received on the standard customer complaint form.

b. Unscheduled Inspections. Unscheduled inspections may be conducted on any routine service call, but will be limited to those of particular importance, calls where performance problems have been noted in the past, etc. Unscheduled inspections are to be documented on a separate EVALUATION WORK SHEET from that used for random sampling.

c. Rework. Rework will normally be allowed when practical, and must be completed by the Contractor within 24 hours of notification. Therefore, each call marked for rework must be reinspected by the COR to see if the work was satisfactorily completed, and appropriate notations completed on the EVALUATION WORK SHEET.

9. Analysis of Results. The COR will summarize the results of the month's inspections; calculate DRs, compare to MADRs, and recommend the level of surveillance be modified accordingly for each work requirement and assess the Contractor's overall performance as follows;

a. The defect rate will be calculated as follows:

DR = Number of Sampled Unsatisfactory Calls x 100

Sample Size

b. The COR will compare DRs to MADRs and take the following action:

(1) If the DR for quality of work is less than or equal to the MADR, Minimum surveillance will be enacted. If the DR for quality of work is greater than the MADR, Normal surveillance will be used for the coming evaluation period.

QUALITY ASSURANCE PLAN

ROUTINE SERVICE CALLS

WORK

AUTH

NUMBER

BLDG

NUMBER

WORK

DESCRIPTION

WORK REQUIREMENTS REWORK

ORDERED

DATE/TIME

REWORK

COMPLETED

DATE/TIME REMARKS

TIMELY

COMPLETION

QUALITY

OF WORK

QUALITY ASSURANCE PLAN

Preventive Maintenance

PREVENTIVE MAINTENANCE

1. Contract Requirement. Preventive Maintenance

a. Timely Response As per Sections 3.3 – 3.6 and Appendices C,D,& E

b. Timely Completion As per Sections 3.3 – 3.6 and Appendices C,D,& E

c. Quality of Work Work completed in conformance with quality standards identified in sections 3.3 – 3.6 and Appendices C,D &E

d. Proper Checklist PM Checklist completed and returned within one working day

e. Proper Procedures Properly classified after regular working hours, work authorization completed and returned within one working day

2. Primary Method of Surveillance. Planned sampling supported by unscheduled inspections.

3. Maximum Allowable Defect Rate (MADR)

a. Timely Completion 5%

b. Quality of Work 5%

c. Proper Checklist 5%

4. Quantity of Work. The quantity of work per month will vary depending on the number of PM inspections scheduled by the Contractor.

5. Level of Surveillance. The normal level of surveillance will be used initially for the contract.

Minimum surveillance will be enacted if the DR for quality of work is less than or equal to the MADR. If at minimum surveillance the DR for quality of work exceeds the MADR, Normal surveillance will be reenacted

6. Sample Size. The following sample sizes are established for each level of surveillance.

Minimum - 10% of the PMs scheduled for completion

Normal - 25% of the PMs scheduled for completion

QUALITY ASSURANCE PLAN

7. Sampling Procedure. Prior to the beginning of the month, the Contractor's approved schedule will be used to determine which PMs will be inspected. The COR will arbitrarily select every fourth PM if at Normal surveillance, and every tenth PM if at Minimum surveillance.

8. Evaluation Procedures. The COR will evaluate the work performed as soon as possible after each selected PM has been completed. Timely completion and quality of work will be evaluated as either satisfactory (S) or unsatisfactory (U) on the attached EVALUATION WORK SHEET. A separate EVALUATION WORK SHEET will be filled out for each different PM performed during the month. A brief description of any noted defects and rework information, if appropriate, will be recorded. In most instances, when the quality of work is considered unsatisfactory, timely completion will also be considered unsatisfactory. A PM checklist is to be provided by the Contractor and be reviewed by the COR for completeness, accuracy, and timely submission. Copies of all negative inspection reports will be provided to the Contractor.

a. Unscheduled Inspections. Unscheduled inspections may be conducted on any PM inspection, but will be limited to those of particular importance, such as in buildings where problems have been noted previously. Unscheduled inspections will be documented on a separate EVALUATION WORK SHEET from that used for planned sampling.

b. Rework. Rework will normally be allowed when practical, and must be completed by the Contractor within 24 hours of notification. Therefore, each inspection marked for rework must be reinspected by COR to see if the work was satisfactorily completed, and appropriate notations completed on the EVALUATION WORK SHEET.

9. Analysis of Results. At the end of the month, the COR will summarize the results of the month's inspections; calculate DRs, compare to MADRs, and recommend the level of surveillance be modified accordingly;

The Contractor's overall performance will be assessed as follows;

DR = Number of Sampled Unsatisfactory PMs x 100

Sample Size

b. The COR will compare DRs to MADRs and take the following action:

(1) If the DR for quality of work is less than or equal to the MADR, Minimum surveillance will be enacted for the coming evaluation period. If the DR for quality of work is greater than the MADR, Normal surveillance will be used for the coming evaluation period.

(2) If the DR for any work is greater than its MADR, the COR should recommend to the KO that a CDR be issued to the Contractor, or that stronger action be taken.

QUALITY ASSURANCE PLAN

PREVENTIVE MAINTENANCE

CONTRACT NUMBER TYPE PM

BUILDING

NUMBER SYSTEM

WORK REQUIREMENTS REWORK

ORDERED

DATE/TIME

REWORK

COMPLETED

DATE/TIME REMARKS

TIMELY

COMPLETION

QUALITY

OF WORK

CHECKLIST

QUALITY ASSURANCE PLAN

Relamping

RELAMPING OF BUILDINGS

1. Contract Requirement. Relamping of Buildings

a. Timely Completion Work completed on date scheduled

b. Quality of Work Tubes, bulbs, and defective parts replaced as required

2. Primary Method of Surveillance. Planned sampling supported by unscheduled inspections and validated customer complaints.

3. Maximum Allowable Defect Rate (MADR)

a. Timely Completion 5%

b. Quality of Work 5%

4. Quantity of Work. Relamping services will be performed monthly basis

5. Level of Surveillance. The normal level of surveillance will be used initially for the contract.

Minimum surveillance will be enacted if the DR for quality of work is less than or equal to the MADR. If at Minimum surveillance the DR for quality of work exceeds the MADR, return to Normal surveillance.

6. Sample Size. The following sample sizes are established for each level of surveillance.

Minimum - 10% of the scheduled service locations

Normal - 25% of the scheduled service locations

7. Sampling Procedures. Prior to the beginning of the evaluation period, the COR will choose the appropriate number of samples based on the level of surveillance that will be used. Locations will be chosen on a rotating basis so that selection will be consistent from month to month, and all service locations will periodically be included in the sample.

8. Evaluation Procedures. The COR will use the building relamping schedule to determine the date and location of the work to be evaluated. An evaluation will be made to the appropriate location as soon as possible after the work has been performed to insure the evaluation isn't biased by changed conditions. Timely completion and quality of work will be evaluated as either satisfactory (S) or unsatisfactory (U) on the attached EVALUATION WORK SHEET. A brief description of any noted defects and rework information, if appropriate, will be recorded. In most instances, when the quality of work is considered unsatisfactory, timely completion will also be considered unsatisfactory. Copies of all negative EVALUATION WORK SHEETS will be provided to the Contractor.

QUALITY ASSURANCE PLAN

a. Customer Complaints. The COR will validate each customer complaint received.

b. Unscheduled Inspections. Unscheduled inspections may be conducted on any service location. Unscheduled inspections will be documented on a separate EVALUATION WORK SHEET from that used for planned sampling.

c. Rework. Rework will normally be allowed when practical, and must be completed by the Contractor within 24 hours of notification. Therefore, each relamping service marked for rework must be reinspected by the COR to see if the work was satisfactorily completed, and appropriate notations completed on the EVALUATION WORK SHEET.

9. Analysis of Results. At the end of the month, the COR will summarize the results of the month's inspections; calculate DRs, compare to MADRs, and recommend the level of surveillance be modified accordingly.

a. The defect rate will be calculated as follows:

DR = Number of Sampled Unsatisfactory Relampings x 100

Sample Size

b. The COR will compare DRs to MADRs and take the following action:

(1) If the DR for quality of work is less than or equal to the MADR, consider using Minimum surveillance for the coming evaluation period. If the DR for quality of work is greater than the MADR, Normal surveillance will be used for the coming evaluation period.

QUALITY ASSURANCE PLAN

RELAMPING OF BUILDINGS

BUILDING

NUMBER

WORK REQUIREMENTS REWORK

ORDERED

DATE/TIME

REWORK

COMPLETED

DATE/TIME REMARKS

TIMELY

COMPLETION

QUALITY

OF WORK

QUALITY ASSURANCE PLAN

Startup/Shutdown of HVAC Systems

START-UP/SHUTDOWN OF HVAC SYSTEMS

1. Contract Requirement. Start-Up/Shutdown of HVAC Systems

Work Requirements Standards of Performance

a. Timely Completion As per Sections 3.3 – 3.6 and Appendices C,D,& E

b. Quality of Work Procedures completed in conformance with quality standards identified in sections 3.3 – 3.6 and Appendices C,D &E

c. Proper Procedures Properly classified after regular working hours, work authorization completed and returned within one working day

c. Proper Documentation Report completed and provided to COR within 2 working days of service completion.

2. Primary Method of Surveillance. Planned sampling supported by unscheduled inspections.

3. Maximum Allowable Defect Rate (MADR)

a. Timely Completion 5%

b. Quality of Work 5%

c. Proper Documentation 5%

4. Quantity of Work. The number of services to be performed in any given month will vary based on which particular systems the COR orders the Contractor to service.

5. Level of Surveillance. The Normal level of surveillance will be used initially for the contract.

Minimum surveillance will be enacted if the DRs for both timely completion and quality of work are less than or equal to their MADRs. If at Minimum surveillance the DR for timely completion or quality of work exceeds the MADR, Normal surveillance will reenacted.

6. Sample Size. The following sample sizes are established for each level of surveillance.

Minimum - 10% of the service locations

Normal - 25% of the service locations

7. Sampling Procedures. As the Contractor completes start-up/shutdown services, the COR will arbitrarily select every fourth service if at Normal surveillance and every tenth service if at Minimum surveillance.

8. Evaluation Procedures. As soon as possible after the start-up or shut down service has been completed, the COR will make an evaluation of timely completion and quality of work as either satisfactory (S) or unsatisfactory (U) on the attached EVALUATION WORK SHEET. A brief

QUALITY ASSURANCE PLAN

Startup/Shutdown of HVAC Systems description of any noted defects and rework information, if appropriate, will be recorded. In most instances, when the quality of work is considered unsatisfactory, timely completion will also be considered unsatisfactory. The associated report will be reviewed for completeness, accuracy, and timely submission. Copies of all negative inspection reports will be provided to the Contractor.

a. Unscheduled Inspections. Unscheduled inspections may be conducted on any start-up/shutdown service, but emphasis may be given to problem area which has been noted previously. Unscheduled inspections will be documented on a separate EVALUATION WORK SHEET from that used for planned sampling.

b. Rework. Rework will normally be allowed when practical, and must be completed by the Contractor within 24 hours of notification. Therefore, each service marked for rework must be reinspected by the COR to see if the work was satisfactorily completed, and appropriate notations completed on the EVALUATION WORK SHEET.

9. Analysis of Results. At the end of the month, the COR will summarize the results of the month's inspections; calculate DRs, compare to MADRs, and recommend the level of surveillance be modified accordingly.

a. The defect rate will be calculated as follows:

DR = Number of Sampled Unsatisfactory Start-up/Shutdown Services x 100

Sample Size

b. The COR will compare DRs to MADRs and take the following action:

(1) If the DRs for both timely completion and quality of work are less than or equal to their MADRs, Minimum surveillance will be enacted for the coming evaluation period. If the DR for timely completion or quality of work is greater than the MADR, Normal surveillance will be used for the coming evaluation period.

(2) If the DR for any work requirement is greater than its MADR, the COR will

QUALITY ASSURANCE PLAN

Monthly Summary Report

START-UP/SHUTDOWN OF HVAC SYSTEMS

QUALITY ASSURANCE PLAN

Monthly Performance Summary

MONTHLY PERFORMANCE SUMMARY REPORT

CONTRACT NUMBER CONTRACTOR

WORK REQUIREMENTS

QUANTITY

COMPLETED MADR DR

CDR

YES/NO

RATING

SAT/UNSAT

Timely Response (35%)

Timely Completion (10%)

Quality of Work (45%)

Proper Procedures (10%)

2%

2%

2%

2%

Timely Response (20%)

Timely Completion (10%)

Quality of Work (60%)

Proper Procedures (10%)

3%

3%

3%

Timely Completion (15%)

Quality of Work (75%)

Proper Procedures (10%)

5%

5%

Timely Completion (15%)

Quality of Work (75%)

Proper Checklist (10%)

5%

Timely Completion (20%)

Quality of Work (80%)

Quality of Work (70%)

Proper Documentation (10%)

5%

Quality of Work (80%)

PERFORMANCE FOR THE MONTH: SAT UNSAT

Submitted By

COR’s SIGNATURE/DATE

Approved By

KO’s SIGNATURE/DATE

QUALITY ASSURANCE PLAN

Space Cleaning

SPACE CLEANING

1. Contract Requirement. Space Cleaning

a. Sweeping/Dust Mopping/Vacuuming As per Sections 3.3 – 3.6 and Appendices C,D,& E

b. Emptying Waste Containers As per Sections 3.3 – 3.6 and Appendices C,D,& E

c. Low Dusting/Cleaning As per Sections 3.3 – 3.6 and Appendices C,D,& E

d. Cleaning Walk-Off Mats As per Sections 3.3 – 3.6 and Appendices C,D,& E

2. Primary Method of Surveillance. Random sampling supported by validated customer complaints and unscheduled inspections.

3. Maximum Allowable Defect Rate (MADR)

a. Sweeping/Dust Mopping/Vacuuming 5%

b. Emptying Waste Containers 5%

c. Low Dusting/Cleaning 5%

d. Cleaning Walk-Off Mats 5%

4. Quantity of Work. The quantity of work will vary based on the number of space cleanings to be performed during the month.

5. Level of Surveillance. The Normal level of surveillance will be used initially for the contract.

Minimum surveillance will be enacted if the defect rates (DRs) for all four work requirements are less than or equal to their MADRs during any given month. If at Minimum surveillance the DR for any work requirement exceeds it’s MADR, Normal surveillance will be reenacted

6. Sample Size. Sample size will be determined by the COR based on the level of surveillance and population

8. Evaluation Procedures. As soon as possible after the service has been completed, the COR will make an evaluation of timely completion and quality of work as either satisfactory (S) or

QUALITY ASSURANCE PLAN

unsatisfactory (U) on the attached EVALUATION WORK SHEET. A brief description of any noted defects and rework information, if appropriate, will be recorded. In most instances, when the quality of work is considered unsatisfactory, timely completion will also be considered unsatisfactory. The associated report will be reviewed for completeness, accuracy, and timely submission. Copies of all negative inspection reports will be provided to the Contractor.

a. Validated Customer Complaints. The COR will document all complaints received from occupants. Complaints will be validated as soon after receipt as possible to insure daily operations haven't affected site conditions. The COR will notify the Contractor. Building occupants are to reinitiate complaints if the Contractor does not satisfactorily complete rework within the allowed time period. The COR will inform the Contractor of any corrective action required, and update the Customer Complaint Record.

b. Unscheduled Inspections. Unscheduled inspections may be conducted on any start-up/shutdown service, but emphasis may be given to areas where problems have been noted previously. Unscheduled inspections will be documented on a separate EVALUATION WORK SHEET from that used for planned sampling.

c. Rework. Rework will normally be allowed when practical, and must be completed by the Contractor within 24 hours of notification. Therefore, each service marked for rework must be reinspected by the COR to see if the work was satisfactorily completed, and appropriate notations completed on the EVALUATION WORK SHEET.

9. Analysis of Results. At the end of the month, the COR will summarize the results of the month's inspections; calculate DRs, compare to MADRs, and recommend the level of surveillance be modified accordingly.

a. The defect rate will be calculated as follows:

DR = Number of Sampled Unsatisfactory Space Cleanings x 100

Sample Size

b. The COR will compare DRs to MADRs and take the following action:

(1) If the DRs for both timely completion and quality of work are less than or equal to their MADRs, Minimum surveillance will be enacted for the coming evaluation period. If the DR for timely completion or quality of work is greater than the MADR, Normal surveillance will be used for the coming evaluation period.

QUALITY ASSURANCE PLAN

CUSTOMER COMPLAINT RECORD

1. CONTRACT NUMBER:

COMPLAINT NUMBER:

2. FIRST INFORMED OF COMPLAINT

DATE: TIME: RECEIVED BY:

3. SOURCE OF COMPLAINT

ORGANIZATION:

INDIVIDUAL:

4. DETAILS OF COMPLAINT (Attach continuation sheet if necessary)

5. CONTRACT REFERENCE

6. COMPLAINT VALIDATED

DATE: TIME: BY:

7. CONTRACTOR INFORMED OF COMPLAINT

8. ACTION PLANNED/TAKEN BY CONTRACTOR

9. WORK INSPECTED/REINSPECTED

10. RESULTS OF INSPECTION

11. SIGNATURE OF AUTHORIZED INDIVIDUAL

12. DATE

13. SIGNATURE OF REVIEWING OFFICIAL (As Applicable)

14. DATE

Floor Care

QUALITY ASSURANCE PLAN #2

FLOOR CARE

1. Contract Requirement. Floor Care

a. Timely Completion As per Sections 3.3 – 3.6 and Appendices C,D,& E

b. Quality of Work Procedures completed in conformance with quality standards identified in sections 3.3 – 3.6 and Appendices C,D & E

2. Primary Method of Surveillance. Planned sampling supported by unscheduled inspections.

3. Maximum Allowable Defect Rate (MADR)

a. Quality Work 5%

b. Timely Completion 5%

4. Quantity of Work. The quantity of work will vary based on the number of floor care services to be performed during the month.

5. Level of Surveillance. The Normal level of surveillance will be used initially for the contract. Minimum surveillance will be enacted if the DR for work quality is less than or equal to the MADR. If at Minimum surveillance the DR for work quality exceeds the MADR, Normal surveillance will be reenacted

6. Sample Size. Sample size will be determined by COR based on the level of surveillance.

7. Evaluation Procedures. As soon as possible after the service has been completed, the COR will make an evaluation of timely completion and quality of work as either satisfactory (S) or unsatisfactory (U) on the attached EVALUATION WORK SHEET. A brief description of any noted defects and rework information, if appropriate, will be recorded. In most instances, when the quality of work is considered unsatisfactory, timely completion will also be considered unsatisfactory. The associated report will be reviewed for completeness, accuracy, and timely submission. Copies of all negative inspection reports will be provided to the Contractor.

a. Validated Customer Complaints. The COR will document all complaints received from the occupants.

Complaints will be validated as soon after receipt as possible to insure daily operations haven't affected site conditions. The COR will notify the Contractor of the complaints Occupants are requested to reinitiate the Complaint if the Contractor does not satisfactorily complete rework within the allowed time period. The COR will inform the Contractor of any corrective action required, and update the Customer Complaint Record.

b. Unscheduled Inspections. Unscheduled inspections may be conducted at any time, but emphasis may be given to spaces of particular importance, or spaces where performance problems have been noted in the past. Defective conditions may also be discovered which are not part of the randomly selected inspections.

8. Analysis of Results. At the end of the month, the COR will summarize the results of the month's inspections; calculate DRs, compare to MADRs, and recommend the level of surveillance be modified accordingly.

Floor Care

DR = Number of Sampled Unsatisfactory Floor Care Activities x 100

Sample Size

b. The COR will compare DRs to MADRs and take the following action:

(1) If the DRs for both timely completion and quality of work are less than or equal to their MADRs, Minimum surveillance will be enacted for the coming evaluation period. If the DR for timely completion or quality of work is greater than the MADR, Normal surveillance will be used for the coming evaluation period.

(2) If the DR for any work requirement is greater than its MADR, the COR will recommend to the KO that a CDR be issued to the Contractor, or that stronger action be taken.

QUALITY ASSURANCE PLAN

Restroom Services

RESTROOM SERVICES

1. Contract Requirement. Restroom Services

a. Cleaning/ Disinfecting Fixtures As per Section 3.3-3.6 and Appendices C&E

b. Cleaning Floors, Walls, Partitions As per Section 3.3-3.6 and Appendices C&E

c. Emptying Waste Containers As per Section 3.3-3.6 and Appendices C&E

d. Servicing Dispensers As per Section 3.3-3.6 and Appendices C&E

. Primary Method of Surveillance. Planned sampling supported by unscheduled inspections.

3. Maximum Allowable Defect Rate (MADR)

a. Cleaning and Disinfecting Fixtures 3%

b. Cleaning Floors, Walls, and Partitions 3%

c. Emptying Waste Containers 3%

d. Servicing Dispensers 3%

4. Quantity of Work. The quantity of work will vary based on the number of restroom services to be performed during the month. For example, assume there are 100 restrooms to receive daily services, and there are 21 working days, excluding weekends and holidays, in the month. The quantity of work will be 100 restrooms/day x 21 working days/month = 2100 restroom services for the month.

5. Level of Surveillance. The Normal level of surveillance will be used initially for the contract.

Minimum surveillance will be enacted if the DRs for all four work requirements are less than or equal to their MADRs during any given month. If at Minimum surveillance the DR for any work requirement exceeds it’s MADR, Normal surveillance will be reenacted

6. Sample Size. Sample size will be determined by COR

7. Evaluation Procedures. As soon as possible after the service has been completed, the COR will make an evaluation of timely completion and quality of work as either satisfactory (S) or unsatisfactory (U) on the attached EVALUATION WORK SHEET. A brief description of any noted defects and rework information, if appropriate, will be recorded. In most instances, when the quality of work is considered unsatisfactory, timely completion will also be considered unsatisfactory. The associated report will be reviewed for completeness, accuracy, and timely submission. Copies of all negative inspection reports will be provided to the Contractor.

QUALITY ASSURANCE PLAN

Restroom Services

a. Validated Customer Complaints. The COR will document all complaints received from the occupants. Complaints will be validated as soon after receipt as possible to insure daily operations haven't affected site conditions. The COR will notify the Contractor of the complaints Occupants are requested to reinitiate the Complaint if the Contractor does not satisfactorily complete rework within the allowed time period. The COR will inform the Contractor of any corrective action required, and update the Customer Complaint Record.

b. Unscheduled Inspections. Unscheduled inspections may be conducted at any time, but emphasis may be given to spaces of particular importance, or spaces where performance problems have been noted in the past. Defective conditions may also be discovered which are not part of the randomly selected inspections.

8. Analysis of Results. At the end of the month, the COR will summarize the results of the month's inspections; calculate DRs, compare to MADRs, and recommend the level of surveillance be modified accordingly.

DR = Number of Sampled Unsatisfactory Restroom Services x 100

Sample Size

b. The COR will compare DRs to MADRs and take the following action:

(1) If the DRs for both timely completion and quality of work are less than or equal to their MADRs, Minimum surveillance will be enacted for the coming evaluation period. If the DR for timely completion or quality of work is greater than the MADR, Normal surveillance will be used for the coming evaluation period.

recommend to the KO that a CDR be issued to the Contractor, or that stronger action be taken

QUALITY ASSURANCE PLAN

Removing Snow and Ice

REMOVING SNOW AND ICE

1. Contract Requirement. Removing Snow and Ice

Work Requirements Standards of Performance

a. Quality Work As per Sections 3.3-3.6 and Appendices C-E

b. Timely Completion As per Sections 3.3-3.6 and Appendices C-E

2. Primary Method of Surveillance. Planned sampling supported by validated customer complaints and unscheduled inspections.

3. Maximum Allowable Defect Rate (MADR)

a. Quality Work 5%

b. Timely Completion 5%

4. Quantity of Work. The quantity of work will vary based on the number of snow and ice removal services performed during the month. Since the number of snowfalls cannot be predicted, the quantity of work will not be known until the end of the month

5. Level of Surveillance. The Normal level of surveillance will be used initially for the contract.

Minimum surveillance will be enacted if the DR for quality work is less than or equal to the MADR.

If at Minimum surveillance the DR for work quality exceeds the MADR, Normal surveillance will be reenacted

6. Sample Size. The following sample sizes are established for each level of surveillance.

Minimum - 10% of the service locations

Normal - 25% of the service locations

7. Evaluation Procedures. As soon as possible after the service has been completed, the COR will make an evaluation of timely completion and quality of work as either satisfactory (S) or unsatisfactory (U) on the attached EVALUATION WORK SHEET. A brief description of any noted defects and rework information, if appropriate, will be recorded. In most instances, when the quality of work is considered unsatisfactory, timely completion will also be considered unsatisfactory. The associated report will be reviewed for completeness, accuracy, and timely submission. Copies of all negative inspection reports will be provided to the Contractor.

a. Validated Customer Complaints. The COR will document all complaints received from the occupants. Complaints will be validated as soon after receipt as possible to insure daily operations haven't affected site conditions. The COR will notify the Contractor of the complaints.

QUALITY ASSURANCE PLAN

Removing Snow and Ice

Occupants are requested to reinitiate the Complaint if the Contractor does not satisfactorily complete rework within the allowed time period. The COR will inform the Contractor of any corrective action required, and update the Customer Complaint Record.

b. Unscheduled Inspections. Unscheduled inspections may be conducted at any time, but emphasis may be given to spaces of particular importance or spaces where performance problems have been noted in the past. Defective conditions may also be discovered which are not part of the randomly selected inspections.

8. Analysis of Results. At the end of the month, the COR will summarize the results of the month's inspections; calculate DRs, compare to MADRs, and recommend the level of surveillance be modified accordingly.

DR = Number of Sampled Unsatisfactory Snow/Ice Removals x 100

Sample Size

b. The COR will compare DRs to MADRs and take the following action:

(1) If the DRs for both timely completion and quality of work are less than or equal to their MADRs, Minimum surveillance will be enacted for the coming evaluation period. If the DR for timely completion or quality of work is greater than the MADR, Normal surveillance will be used for the coming evaluation period.

recommend to the KO that a CDR be issued to the Contractor, or that stronger action be taken

QUALITY ASSURANCE PLAN

Surveillance Calendar

FSC SURVEILLANCE CALENDAR FOR:

Contract: Page 1

Contract Rqmt:

INSPECT THE FOLLOWING WORK RQMTS

DATE SHIFT SURVEILLANCE

LOCATION A B REWORK REMARKS DAY SWG GRV

P/F P/F P/F

P/F P/F P/F

P/F P/F P/F

P/F P/F P/F

P/F P/F P/F

P/F P/F P/F

P/F P/F P/F

P/F P/F P/F

P/F P/F P/F

P/F P/F P/F

P/F P/F P/F

Legend of Work Requirements:

A Quality Work

B Timely Completion

QUALITY ASSURANCE PLAN

Monthly Summary- Custodial

MONTHLY CUSTODIAL SERVICES SUMMARY REPORT

Contract Number Contractor

SERVICE MADR

PREVIOUS

DR

CURRENT

DR # VCC1

CDR

(Y/N)

a. Sweeping/Dust Mopping and/or Vacuuming

b. Emptying Waste Containers

c. Low Dusting/Cleaning

d. Cleaning Walk-Off Mats

5%

5%

a. Quality Work

b. Timely Completion

a. Cleaning and Disinfecting Fixtures

b. Cleaning Floors, Walls, and Partitions

c. Emptying Waste Containers

d. Servicing Dispensers

3%

3%

b. Timeliness

a. Timeliness

b. Quality Work

a. Timeliness

a. Timely Completion

1 Number of validated customer complaints

Contractor's Overall Performance for the Month: Pass Fail

COR's Signature/Date