QASP for MSG Cook Services.docx

American Embassy Tallinn QASP for MSG Cook services

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

For

MSG COOK SERVICES

TABLE OF CONTENTS

2.3 The Contractor……………………………………………………………………………………….4

ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY………………………………………….7

ATTACHMENT 2: SAMPLE QUALITY ASSURANCE MONITORING FORM…………………………….12

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1 INTRODUCTION

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the MSG Commercial Cook Services performance work statement (PWS). This plan sets forth the procedures and guidelines the Contracting Officer’s Representative (COR) will use in ensuring the required performance standards or services levels are achieved by the contractor.

1.1 Purpose

1.1.1 The purpose of the QASP is to describe the systematic methods that will be used to monitor the Contractor’s performance. The QASP provides a means for evaluating whether the contractor is meeting the performance standards/quality levels identified in the PWS and the contractor’s quality control plan (QCP), and ensure the government pays only for the level of services received.

1.1.2 This QASP defines the roles and responsibilities of all members of the project team, identifies the performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, describes quality assurance documentation requirements, and describes the analysis of quality assurance monitoring results.

1.2 Performance Management Strategy

1.2.1 The contractor is responsible for the quality of all work performed. The contractor measures that quality through the contractor’s quality control (QC) program. QC is work output, not workers, and therefore includes all work performed under this contract regardless of whether the work is performed by contractor employees or subcontractors.

The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. The contractor will develop and implement a performance management system with processes to assess and report its performance to the designated government representative. The contractor’s QCP will also set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. This QASP enables the government to take advantage of the contractor’s QC program.

1.2.2 The government representative(s) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against communicated performance objectives. The government will make determinations regarding incentives based on performance measurement metric data and notify the contractor of those decisions. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

2 ROLES AND RESPONSIBILITIES

2.1 The Contracting Officer (CO/KO)

The CO is responsible for monitoring contract compliance, contract administration, and cost control, and resolving any differences between observations documented by the (COR) and the contractor. The CO will designate one full-time COR as the government authority for performance management. The number of additional representatives serving as technical inspectors must be identified and designated by the CO.

2.2 The Contracting Officer Representative (COR)

The COR is designated in writing by the CO to act as their authorized representative to assist in administering a contract. The COR will ensure that the QA function is properly executed, plays a key role in contract administration, and performs contract surveillance and monitoring. Some key contract administration duties include, but are not limited to, performs surveillance as required by this QASP; make recommendations to the CO for issuance of Contract Discrepancy reports or letters of commendation and acceptance or rejection of completed work and for administrative actions based on unsatisfactory non-performed work, and revision or changes to the QASP; and assists the CO in identifying necessary contract modifications and preparing reports to contractor performance and cost.

COR limitations are contained in the written appointment letter. The COR will have the responsibility for completing QA monitoring forms used to document the inspection and evaluation of the contractor’s work performance.

2.3 The Contractor

The Contractor is responsible for delivering products or services in accordance with the contract. Implementing its QCP, which describes the contractor’s methods for ensuring all products and services under the contract meet established performance standards and AQLs. Maintaining and providing for audit, quality control records and reports and all records associated with the investigation and complaint resolutions. Appointing a single quality control point-of-contact to act as a central recipient of communication from the COR or CO.

1. IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

The required performance standards and/or quality levels are included in the PWS and Attachment 1, Performance Requirements Summary. A performance standard is the expected level of contractor performance. Performance of the contractor will be monitored through the surveillance methods described in Section 4: Methodologies to monitor performance.

If the contractor meets the required service or performance level, it will be paid the monthly amount agreed on in the contract.

1. METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

To minimize the performance management burden, simplified surveillance methods shall be used by the government to evaluate contractor performance when appropriate. Level of surveillance may be conducted on a monthly, quarterly, or as-needed basis and an analysis of the results will determine if the contractor met the standards or did not meet the standards identified in the PWS/contract.

The primary methods of surveillance are:

· Government Inspections:

100% Inspection. The COR may conduct 100% inspections of the work defined in the performance work statement (PWS). The COR will also review information submitted in the required reports defined in the PWS (if applicable).

Periodic Inspection. The government may conduct periodic inspections monthly, quarterly, or on an as-needed basis. The periodic inspection shall be conducted by the COR.

Random Inspection. The government may conduct random monitoring by reviewing information/reports required and submitted in accordance with the contract. The random monitoring shall be performed by the COR.

· Customer complaints with verification by the COR (and CO)

· Review of Contractor’s Quality Control documentation

4.2 Customer Feedback

Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints.

Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed, and must be forwarded to the COR. The COR will accept those customer complaints and investigate. A mutual effort will be made to resolve any problems/issues identified.

4.3 Acceptable Quality Levels

The acceptable quality levels (AQLs) included in Attachment 1 for contractor performance is structured to allow the contractor to manage how the work is performed while providing negative incentives for performance shortfalls. For certain critical activities, such as those involving providing regular culinary requirements the desired performance level is established at 95 percent. Other levels of performance are keyed to the relative importance of the task to the overall mission performance.

1. QUALITY ASSURANCE DOCUMENTATION

1. The Performance Management Feedback Loop

The performance management feedback loop begins with the communication of expected outcomes. Performance standards are expressed in the PWS and assessed using the performance monitoring techniques shown in Attachment 1.

1. Monitoring Forms

The government’s QA surveillance, accomplished by the COR will be reported using the monitoring form in Attachment 2. The forms, when completed, will document the government’s assessment of the contractor’s performance under the contract to ensure the required results for service levels are being achieved.

1. The COR will retain a copy of all completed QA surveillance forms.

ATTACHMENT 1

PERFORMANCE REQUIREMENTS SUMMARY

Required Services (Tasks)

Standards Acceptable Quality Levels Methods of Surveillance

DUTIES AND RESPONSIBILITIES:

The Contractor shall be responsible for providing culinary services by providing the cook(s) for the Marine Security Guards at the Marine Security Guard Residence (MSGR). The cook(s) shall be responsible for preparing meals, assisting in grocery shopping, and cleaning the food preparation areas at the Marine Security Guard Residence.

DUTIES AND RESPONSIBILITIES:

Contractor shall schedule cooking and serving requirements to ensure that these are done in the order and time frame specified, and they are to be performed on a daily basis, Monday-Friday.

The cook(s) will need to be present from Monday - Friday. It is assumed that cook(s) will take staggered lunch breaks, if more than one is on duty.

DUTIES AND RESPONSIBILITIES:

Contractor shall clean kitchen, all dishes and appliances after each meal and cause minimal disruption to the normal operation of the facility

DUTIES AND RESPONSIBILITIES:

Daily Cooking and Serving Requirements:

The contractor shall provide at least two meals a day (lunch, dinner), with an optional breakfast per the individual Marine’s choice, for seven Marines, equaling 14-21 meals a day.

A menu to be established according to dietary standards. Dishes that are used during working hours must be cleaned and stored by the end of the day. Floors are swept and mopped at the end of every day. The trash bin in the kitchen will be emptied, daily. All surfaces are to be cleaned and sanitized between every meal and at the end of the workday.

FOOD INSPECTION RESOURCES:

The Contractor shall provide resources to perform food procurement, food handler training, public and food facility inspections, vulnerability assessments and QA/QC monthly reports for the MSGR kitchen and dining areas. These requirements shall meet or exceed established Estonian Food Safety standards. MSGR kitchens shall be inspected on a routine basis or as determined by the individual sanitation history and the potential risk associated with the number of personnel eating at a single site.

ATTACHMENT 1: MENU:

The Contractor will develop a 10-day menu cycle, offering a variety of food selections for each meal and on a weekly basis, based upon acceptability ratings, availability of food items, and food preparation limitations, as well as cost of operations. The menu shall consist of a variety of quality prepared foods that meet business and industry standards, including alternatives that are healthy (low in total fat, saturated fat, cholesterol, sodium and sugar; no trans fats; lean meats; low-fat dairy products; a variety of vegetables, fruits and grain products; and/or vegetarian selections.) The quality and appearance of the food shall be consistent with approved food service industry standards for comparable “business and industry” dining facilities.

The menu should incorporate local/regional cuisine, American and international dishes. There should be at least one healthy option with each meal. Full use of leftovers can also extend the selection if items are stored and labeled in accordance with food safety standards.

Special meals (e.g. Mexican night, Italian supper, Asian stir-fry luncheon) are also possible introductions. A suitable selection for any identified vegetarian diners shall be on the menu daily as well.

ATTACHMENT 1: MENU PLANNING:

The Contractor shall establish 10-day menus that reflect meals variety consistent with the varied cultural, religious, and health dietary requirements of the MSGs. Menu items shall be fresh, prepared onsite, healthy, modern and authentic to the maximum extent practicable.

Contractor shall utilize accepted cooking standards for food preparation and develop program specific standards to ensure consistency in preparation across the program. The Contractor shall accompany the COR or his designated Mess MSG to purchase food and supplies on a weekly or bi-weekly basis. The Marine Security Contractor shall develop standards or recipe cards for items determined to be customer favorites. Cooking standards and recipes shall be available to the COR and included as part of program quality assurance program.

ATTACHMENT 1: MENU ADJUSTMENTS:

The Contractor will submit adjustments to the menus to the COR one week in advance, in writing for approval.

ATTACHMENT 1: STANDARDS OF SERVICE – PRESENTATION:

Food will not only be delicious, but well presented, readily replenished, and served at the right temperature for food safety requirements as well as patron expectations. Green Program and Waste Minimization The Contractor shall utilize environmentally friendly cleaning products to the maximum extent practicable. The Contractor will demonstrate waste minimization through establishing historical usage and accurate forecasting.

ATTACHMENT 1: STANDARDS OF SERVICE – CUSTOMER SERVICE:

The Contractor’s food service worker(s) will be knowledgeable, provide excellent customer service, be pleasant, and achieve compliance with food worker health standards. Staff shall greet customers with a smile and appropriate greeting. Staff shall be polite and address all customers with respect.

ATTACHMENT 1: STANDARDS OF SERVICE – FOOD HANDLING AND SAFETY:

Food standards will be in accordance with applicable EU and Government of Estonia standards. General Standards – Safety As part of the Program Management Plan, the Contractor shall establish a Food Service Safety Program. The Contractor shall investigate, and record events involving personal injury or significant damage to DOS facilities and report these events to the COR.

ATTACHMENT 1: STANDARDS OF SERVICE – CLEANLINESS:

As part of the operation of the MSGR kitchen, the Contractor shall provide cleaning services. These services shall be performed in accordance with standard commercial cleaning practices. The MSGR kitchen and dinning areas require regular cleaning of all visible dust, grease, dirt, soil, scuff marks, and debris from surfaces, fixtures, tables, walls, floors and carpets due to regular traffic. Additional standard cleaning services include, but are not limited to, the following: table bussing/cleaning during food service operations, sweeping, mopping, trash removal, washing kitchen/dining windows, disinfecting, cleaning entryways and mats, and basic metal polishing.

All indoor and outdoor kitchen/cafeteria spaces will be kept clean and sanitized to the highest U.S. standards.

ATTACHMENT 1: b. FOOD PROVISIONING AND STORAGE:

Contractor shall provide all oversight, labor, materials, equipment, insurance and overhead to provide food provisions and storage services required to operate the MSGR kitchen. Sources should be procured wherever possible to ensure highest quality and best value. All products in storage shall be dated and rotated for first-in, first-out distribution

ATTACHMENT 2

SAMPLE QUALITY ASSURANCE MONITORING FORM

SERVICE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (check):

Random Sampling 100% Inspection Periodic Inspection Customer Complaint LEVEL OF SURVEILLANCE (check):

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: ______%

Narrative of Performance During Survey Period:

PREPARED BY: ___________________________________ DATE: _________________

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