QASP.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

This QASP has been developed to aid the COR in providing surveillance of all aspects of the uniform rental and laundry service. This plan sets forth the procedures and guidelines RHJVAMC will use to ensure required performance standards are achieved by the Contractor. This plan provides for monitoring all contract requirements through sampling guides, customer complaint surveillance guides, and surveillance activity checklists.

a) METHODS

The primary method of surveillance will be done through random sampling of the quantity and quality of laundered uniforms. This plan contains sampling guides for use in random sampling and checklists used to record information.

Tasks not surveyed by random sampling will be evaluated through daily observation and periodic checklist inspections. Checklists are provided for recording observations in this surveillance plan.

b) HOW TO USE THE SURVEILLANCE PLAN

A monthly schedule will show what the Government is monitoring each day. The COR or designated representative will select areas and times for random sampling to build the inspection schedule.

Periodic checklist items to be surveyed during the month will be added to the schedule. Any changes will be posted weekly, and copies will be sent to the Contractor. Monthly checklists will be prepared for each sampling guide and will be used to record information on observations and discrepancies.

The maximum allowable degree of deviation from perfect performance for each requirement allowed by the Government before contract performance is considered unsatisfactory, known as the AQL, represents the level of service and quality required to maintain satisfactory standing. The observations and discrepancies documented at the end of each month will be compared to the AQL(s) in the relevant sampling guide. Any errors detected during surveillance, even if not sufficient to render the service unsatisfactory, will require corrective action by the Contractor. Errors detected by the COR or designated representative in the course of surveillance will be communicated to the Contractor within 1 working day. Specifics concerning any error will be recorded on the checklist. The Contractor will initial this record, and provide it to the COR.

c) PERFORMANCE REQUIREMENTS SUMMARY

The Contractor is required to perform all work specified in this SOW. If the Contractor fails to perform a specific element of the work, payments for the task in question will be subject to reductions as specified. Any amount deducted for deviation from the required performance will be reflected in an amount commensurate with the task.

The Performance Requirements Summary lists the contract requirements considered most critical to acceptable contract performance. The chart below defines the maximum allowable degree of deviation from perfect performance for each requirement that will be allowed by the Government before contract performance is considered unsatisfactory (AQL), the percentages of the major elements of the contract price that each listed contract requirement represents, and the procedure the Government will use to reduce the Contractor’s monthly payment if satisfactory performance is not rendered. If reduced, Contractor cannot ‘earn back’ the lest pay amount.

If the ‘Not to Exceed’ (NTE) limit is reached for any performance standard, the Contractor will incur an additional fee of 10% of the monthly bill. If performance in any of the specified categories is not fully corrected in the following month, RHJVAMC reserves the right to cancel the contract on the basis of non-performance.

Factor

Number

Performance

Indicator

Performance

Standard

AQL

Method – Type of

Surveillance

Deduction

(NTE→Not to

Exceed)

1.

Soiled uniform pick-ups and clean uniform deliveries are completed on schedule.

All scheduled pick-ups and deliveries are completed per established schedule.

2 discrepancies per year.

Checklist and observation by

COR or designated representative.

2% for each discrepancy over 2, NTE 6%.

2.

Uniforms delivered are accurate.

Deliveries contain the correct amount of uniforms.

Uniforms are properly labeled and in the correct size.

2 discrepancies per year.

Checklist and observation by

COR or designated representative.

2% for each discrepancy over 2, NTE 4%.

3.

Delivered uniforms are clean, serviceable and on hangers.

Laundry is clean and ready to use upon delivery. Uniforms are on hangers, 1 set per hanger.

2 discrepancies per year.

Random sampling by COR or designated representative and customer complaint.

2% for each discrepancy over 2, NTE 4%.

4.

Required reports are provided.

Required reports

(delivery tickets, inventory, etc.) are delivered on time.

Within 3 days following scheduled delivery.

Checklist -

Delivery of reports to COR.

1% for each late item per day(s) late, NTE 5%.

5.

Contractor response.

Contractor responds to request for contact from CO or

COR within 1 business day.

1 discrepancy per month.

Customer complaint.

2% per occurrence above 1 discrepancy.

6.

Laundry carts and laundry hanging racks are clean.

Carts and hanging racks are clean and free of any visible soil.

2 discrepancies per year.

Checklist and observation by

COR or designated representative.

2% for each discrepancy over 2, NTE 4%.

If performance in these required services is determined unsatisfactory for the period of surveillance and poor performance is the fault of the Contractor, an amount of money up to the percentage cost of the service, as stated in the fifth column of the Performance Requirements Summary, will be withheld.

Monthly payments to the Contractor will be reduced for unsatisfactory performance using the following method:

Example per Discrepancy:

IF: Uniform delivery is not completed on schedule, for a 3rd time. (Contractor is allowed 2 discrepancies per year)

Deduction percentage is 2% for each discrepancy over 2, not to exceed 6%.

Contractor’s Invoice is $2,000.00 Deduct Percentage____2% Total Invoice Deduction $40.00

d) SAMPLING GUIDE

SAMPLING GUIDE 1: MAINTENANCE AND CARE OF UNIFORMS

If: AQL = 2% Maximum Allowable Degree of Deviation (2 Allowable Discrepancies per Month)

1. Lot size: _x_ (number of uniform sets received per delivery)

2. Sample size: _x_ (10% of the amount of delivered uniform sets)

3. Sampling and Inspection Procedure: Select _x_ random sets per week from each delivery of clean uniforms. Examine uniform sets on hangers for compliance with standards of maintenance and care, established in the contract.

4. Performance Guide: A minimum of 97% compliance with established standards for maintenance and care of uniforms is required.

*In order to standardize sampling among all orders within each month, which may have various lot sizes, the sample size will be 10% of the actual number of uniform sets received per delivery.

If the sampling guide indicates that the number of discrepancies is too high, the current month’s service will be considered unsatisfactory. If performance in any area is determined unsatisfactory, the COR with concurrence from the CO will be required to complete a Contract Discrepancy Report (CDR). The CDR will require the Contractor to explain in writing to the CO why performance was unacceptable, how performance will be returned to acceptable levels, and how the problem(s) will be prevented in the future. The Contractor will not be paid for services not rendered in accordance with the standards set forth in the contract. The CDR and checklist will serve as the documentation supporting payment, nonpayment, or other actions as necessary for Contractor provided services.

e) CUSTOMER COMPLAINT SURVEILLANCE GUIDE

The COR will instruct employees on the designated method to complete the customer complaint form.

Customers will be required to submit the complaint form within 1 working day of the discovery of the discrepancy. Once a complaint is received, the COR will verify the complaint and notify the Contractor of the discrepancy in writing. The Contractor will have three days following notification to offer a rebuttal of the complaint. Final determination of valid complaints will be made at the discretion of the

COR. The COR will maintain a copy of all complaint forms. At the conclusion of each month, all validated complaints will be tabulated to determine satisfactory or unsatisfactory performance.

CUSTOMER COMPLAINT RECORD

Re-occurring complaint: Y/N

Date/time of complaint: XX/XX/XXXX

Source of complaint: ______________________________________________

Office: _________________________________________________________

Individual: ______________________________________________________

Nature of complaint: ______________________________________________

COR evaluation: _________________________________________________

Date/time Contractor or RHJVAMC informed of complaint: ______________

Action taken by Contractor or RHJVAMC:_____________________________

f) SURVEILLANCE ACTIVITY CHECKLIST

Contractual requirements that do not fit under the random sampling concept will be contained on the following checklist, to be performed weekly (as applicable).

Contract Requirement Method of Surveillance

Date and Time Accomplished

Compliance Conducted by:

Uniform pick-up and deliveries are completed on schedule.

Review pick-ups and deliveries to ensure they match established schedule.

Uniform deliveries are accurate. Review all uniform deliveries to ensure correct size, labeling, and amount of uniforms received.

Required reports are provided. Review reports to ensure all are accounted for.

Laundry carts and hanging racks are clean.

Visually inspect for cleanliness.