ATTACHMENT_0005_QASP.doc

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

CATERING MEAL SERVICE

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

CATERING MEAL SERVICE

LRC-Ft. Devens, MA 3 July 2017

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate contractor actions. It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective in the catering contract.

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

This QASP is based on the premise the government desires to maintain a quality standard in providing catered meal service 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 Service Provider (the term “Service Provider” (SP) will be used in lieu of the term “Contractor” from here forth) 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 Service Provider 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.

The government will monitor the contractor’s performance through the government performance requirement summary (PRS), see below table, to be used in this contract, and is provided for convenience to the contractor.

17 thru 23

Catering Meal Service

Food Service Equipment and Utensil Cleaning

Facility Maintenance and Sanitation

Para 1a,1b, 1c

Performance Requirements

Para 1d

Customer Complaint

Para 1e

Incidental Observations

TE-5a - TE-5e

Catered Meal Menu Planning Standards

PERFORMANCE ASSESSMENT: Each phase of the requirements is subject to Government Inspection. This will occur either during the Service Provider’s operations or upon completion of the tasks. The Government will evaluate the effectiveness of the Service Provider’s performance at its discretion. The standard for performance is provided in Technical Exhibit (TE)-3 of the Performance Work Statement (PWS).

SURVEILLANCE: The Contracting Officer Representative (COR) will perform surveillance of the Service Provider as outlined below. When a deficiency is identified The Service Provider will respond to the COR within 4 hours of receipt, and complete corrective action within 24 hours of receiving a deficiency. The Service Provider will reply in writing to the COR by the required suspense date explaining why performance was unacceptable, how the discrepancy was or will be corrected, and how recurrence of the problem will be prevented in the future.

RESPONSE TO CONCERNS NOTED BY THE GOVERNMENT: When the KO or Contracting Officer Representative brings concerns to the Service Provider, the Service Provider shall respond in the format, and within the response time, required by the KO or Contracting Officer Representative.

CONTRACT DISCREPANCY REPORT (CDR): When a service is defective, the Government will issue the Service Provider a CDR. The Service Provider shall reply in writing by the required suspense date explaining why performance was unacceptable, what was done to correct the problem, and how recurrence of the problem will be prevented in the future. The Contracting Officer Representative will evaluate the Service Provider’s explanation and determine if other remedies are applicable.

CUSTOMER COMPLAINT: When a Customer is dissatisfied with the quality of a required service the Contracting Officer Representative will forward to the Service Provider for response. The Service Provider will respond to the Contracting Officer Representative within 4 hours of receipt, and complete corrective action within 24 hours of receiving complaint. The Service Provider will reply in writing to the Contracting Officer Representative by the required suspense date explaining why performance was unacceptable, how the discrepancy was or will be corrected, and how recurrence of the problem will be prevented in the future. Discrepancies identified on Customer Complains will not be added to the defective samples found under random sampling for the purposes of reductions in contract payment. However, if the discrepancy is not corrected by the time a scheduled inspection is conducted and it is found to be defective within selected samples, it will be counted as a defect.

INCIDENTAL OBSERVATIONS: Incidental Observations. When a deficiency is identified by other than scheduled inspection or customer complaint the Government will issue an Incidental Observation. The Service Provider will respond to the Contracting Officer Representative within 4 hours of receipt, and complete corrective action within 24 hours of receiving complaint. The Service Provider will reply in writing to the Contracting Officer Representative by the required suspense date explaining why performance was unacceptable, how the discrepancy was or will be corrected, and how recurrence of the problem will be prevented in the future. Discrepancies identified on Incidental Observations will not be added to the defective samples found under random sampling. However, if the discrepancy is not corrected by the time a scheduled inspection is conducted and it is found to be defective within selected samples, it will be counted as a defect.

UNSCHEDULED EVALUATIONS: Unscheduled evaluations will be conducted weekly to monitor any or all problem areas in contract performance, recurring deficiencies or those requirements that have no specific inspection procedures, as frequent as necessary to confirm the Service Provider is identifying deficiencies, is correcting the problems and is managing to ensure satisfactory performance is sustained.

SCHEDULED EVALUATIONS: Scheduled evaluations will be conducted once per month to monitor contract performance.

DOCUMENTATION: The COR will maintain on file in separate file folders the following:

· Correspondence between the Service Provider and COR.

· Correspondence between the KO and COR.

· Correspondence between the Service Provider and KO.

· Incidental observations conducted by COR or other Government representatives.

· Unscheduled evaluations conducted by COR.

· Scheduled evaluations conducted by COR.

· Validated customer complaints.

· Health and Safety inspections performed by other Government representatives.