Quality Assurance Surveillance Plan Janitorial Services HDKSNARC Stuttgart AR.pdf

United States Department of Agriculture

Harry K. Dupree Stuttgart National Aquaculture Research Center 2955 Hwy 130 East Stuttgart, AR 72160

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

JANITORIAL SERVICES

AT THE

HKD Stuttgart National Aquaculture Research Center

Stuttgart, AR

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

JANITORIAL SERVICES

INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate Contractor actions while implementing this PWS. It is designed to provide an effective surveillance method of monitoring Contractor performance for each listed objective on the Performance Requirements Summary (PRS) in the maintenance contract.

The QASP provides a systematic method to evaluate the services the contractor is required to furnish.

The QASP is based on the premise 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.

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.

In this contract, the quality control program is the driver for product quality. The Contractor is required to develop a comprehensive program of inspections and monitoring actions. 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.

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

Performance Objective

Performance Standard Performance Threshold

Basic Cleaning Services

Floors, baseboards, corners and wall edges are free of dirt, dust and debris. Trash is empty; plastic liners are in good condition. Trash containers are free of odors and visible dirt. Trash is emptied into outdoor trash collection container. Ash containers are emptied and free of ashes, odors and stains.

Windows, glass and mirrors have no traces of film, dirt, smudges, or water. Drinking fountains are disinfected and free of streaks, stains, spots, smudges, scale and other deposits. Stairways are free of dirt, debris, marks smudges, scuffs and other foreign matter. Carpets are free of dirt, debris litter and other foreign matter. Dust is not visible.

90% of all duties are without customer complaints for the month.

Basic Restrooms Cleaning Services

Restrooms are disinfected and free of dirt, deposits, streaks and odors. Showers are disinfected and free of soap films, scum and other deposits. Toilets and urinals are disinfected and free of scale, stains, scum and other deposits. Floors are free of litter, dirt, dust and debris. Supplies are adequate until next service.

90% of all duties with restrooms are without customer complaints for the month.

Periodic Cleaning Services

Floors have a glossy uniform appearance free of scuffmarks, heel marks, wax buildup and other stains and discoloration. Windows are free of film, dirt, smudges, water, and other foreign matter. Carpets are free of stains and discoloration.

90% of all duties receiving periodic services are without customer complaints for the reporting period.

SURVEILLANCE: The Locations Site Manager (LSM) will receive complaints from Government personnel and pass them to the contractor for correction.

STANDARD: 90% of all duties are without customer complaints for the month or service period.

The LSM shall notify the Contracting Officer for appropriate action in accordance with FAR 52.212.4, Contract Terms and Conditions-Commercial Items (February 2007) or the appropriate Inspection of Services clause, if any of the above service areas exceed 10 customer complaints.

PROCEDURES: Any Government employee that observes unacceptable services, either incomplete or not performed, for any of the above performance objectives should immediately contact the LSM and the LSM will complete appropriate documentation to record the complaint. The LSM will consider the customer complaint valid upon receipt from the customer.

The LSM should inform the customer of the approximate time the unacceptable performance will be corrected and advise the customer to contact the LSM if not corrected. The LSM will consider customer complaints to be resolved unless notified otherwise by the customer. The LSM shall verbally notify the Contractor of the customer complaint. The Contractor will be given twenty-four hours after verbal notification to correct the unacceptable performance. If the Contractor disagrees with the complaint after investigation of the site and challenges the validity of the complaint, the Contractor will notify the LSM. The LSM will conduct an investigation to determine the validity of the complaint. If the LSM determines the complaint as invalid, he will document the written complaint of the findings and notify the customer. The LSM will retain the annotated copy of the written complaint for his/her files. If after investigation the LSM determines the complaint as valid, the LSM will inform the Contractor and the Contractor will be given an additional twelve hours to correct the defect. A defect will not be recorded if proper and timely correction of the unacceptable condition(s) is accomplished. Recurring customer complaints are not permitted for any of the above service items. If a repeat customer complaint is received indicating the same deficiency during the service period (month, quarter, etc.), the LSM should contact the Contracting Officer for appropriate action.

SURVEILLANCE: The Government LSM will evaluate the services required by each delivery order to ensure compliance.

STANDARD: The Contractor shall perform all work required by the task or delivery order in a satisfactory manner in accordance with the PWS. The LSM shall not consider the task or delivery order complete until all deficiencies have been corrected.

PROCEDURES: The Government LSM will inspect all work tasks required by the task or delivery order to ensure Contractor compliance with the PWS each time the service(s) is performed and record results of inspection, noting the date and time of inspection. If inspection indicates unacceptable performance, notify the contractor of the deficiencies for correction. The Contractor shall be given twenty-four hours after notification to correct the unacceptable performance.