36C79120R0003-010.pdf

Attachment 05

Quality Assurance Surveillance Plan Service Distribution Center – Materials Handling

1. Purpose

This Quality Assurance Surveillance Plan (QASP) is a Government-developed and applied document used to make systematic quality assurance methods used in the administration of the performance-based service acquisition (PBSA) standards included in this contract. The intent is to ensure that the contractor performs in accordance with performance metrics set forth in the contract documents, that the Government receives the quality of services called for in the contract, and that the Government only pays for the acceptable level of services received.

2. Scope

The contractor, and not the Government, is responsible for management and quality control actions necessary to meet the quality standards set forth by the contract. The QASP is put in place to provide Government surveillance oversight of the contractor’s quality control efforts to assure that they are timely, effective, and delivering the results specified in the contract. It is the Government’s responsibility to be objective, fair and consistent in evaluating performance. The QASP is not a part of the contract, nor is it intended to duplicate the contractor’s quality control plan.

3. Government Resources

The following definitions for Government resources are applicable to this plan:

Contracting Officer

A person duly appointed with the authority to enter into, administer, or terminate contracts and make related determinations and findings on behalf of the Government.

Contracting Officer’s Representative (COR)

An individual designated in writing by the contracting officer to act as his or her authorized representative to assist in administering a contract. The source and authority for a COR is from the contracting officer.

COR limitations are contained in the written letter of designation.

4. Responsibilities

The Government resources shall have responsibilities for the implementation of this QASP as follows:

Contracting Officer

The Contracting Officer ensures performance of all necessary actions for effective contracting and ensures compliance with the terms of the contract and safeguards the interests of the United States in the contractual relationship. It is the contracting officer who assures that the contractor receives impartial, fair, and equitable treatment under the contract. The contracting officer is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

Contracting Officer Representative (COR)

The COR is responsible for technical administration of the contract and assures proper Government surveillance of the contractor’s performance. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. Any changes that the contractor deems may affect contract price, terms, or conditions shall be referred to the contracting officer for action.

5. Methods of Surveillance

The below listed methods of surveillance shall be used in the administration of this QASP.

Periodic Surveillance by the COR

The COR will periodically verify that the contractor is meeting the minimum standards outlined in the PWS (Paragraph 6.8)

Customer complaints

The COR is the point of contact and will collect all customer complaints. The COR will review all complaints and contact the originator to determine the validity of any claims. Customer complaints will become a permanent part of the COR surveillance records.

Random Sampling

This method will be used to evaluate performance standards by randomly selecting and inspecting samples of orders picked and processed by Contractors.

6. Identified QA Surveillance Tasks

The following PBSA items are identified within the contract performance work statement and will be monitored under this QASP.

Performance Objective

Method of Surveillance

Acceptable Quality Level

Selecting/Request Processing: Selects from stock the appropriate type, size and quantity of merchandise from all respective commodity groups.

Periodic observation and customer complaints

1) Overall accuracy rate for each order must be 95% with a minimum average select rate of three requests per minute during the first 60 days of the contractor employee’s performance. 2) Overall accuracy rate for each order must be 98% with a minimum average select rate of two requests per minute after the first 60 days of the contractor employee’s performance. 3) Processes incoming/outgoing mail, utilizing the appropriate mail processing systems with no more than five verified variations per week during the first 60 days of the contractor employee’s performance. 4) Processes incoming/outgoing mail, utilizing the appropriate mail processing systems with no more than two verified variations per week after the first 60 days of the contractor employee’s performance.

Safety/Equipment Operation: Contractor employees will operate all SDC equipment safely and maintain a level of attention necessary to avoid any damage to the equipment, facilities, or government employees.

and customer complaints

1) Equipment will be operated safely and in accordance with standard operating procedures and OSHA standards. Failure to do so may result in the contractor being required to replace the employee for safety violations.

Receiving/Stocking:

Receives and processes all incoming shipments and stocks processed incoming shipments, according to established written procedures.

Periodic observation and customer complaints

1) Receives & Processes within 72 hours of receipt for EDOS and 48 hours for HDOS (Saturdays and Sundays excluded unless overtime is worked on Saturday) with no more than four variations per shipment during the first 60 days on the job. 2) Receives & Processes within 72 hours of receipt with no more than two variations per shipment after the first 60 days on the job. 3) Stocks processed incoming shipments with no more than four variations per shipment during the first 60 days on the job. 4) Stocks processed incoming shipments with no more than two variations per shipment during the first 60 days on the job.

Customer Service: All interactions with internal and external customers are handled in a professional manner. Contract personnel conduct is conducive to a harmonious work environment.

and customer complaints

1) No more than 1 valid complaint recognized by COR shall occur on all PWS tasks during the first 60 days of the contractor employee’s performance. 2) No more than 3 valid complaints recognized by the COR during a one-year period following the first 60 days of the contractor employee’s performance.

IT Security: Supports Departmental Security Program by safeguarding VA’s information assets and completing computer security awareness training.

and customer complaints

1) 0 incidents of lost information / 100% completion of all applicable training within 5 workdays of assignment.

Deliverables: Provides weekly progress and employee status report to SDC Warehouse Supervisor (or designee) by close of business, the last duty day of each week.

Periodic observation and customer complaints

1) Report is complete, accurate and timely 95% of the time.

Errors identified by Government personnel are corrected within 1 business day 100% of the time.

7. Documentation

The COR will, in addition to providing documentation to the contracting officer, maintain a complete quality assurance file. The file will contain copies of all reports, evaluations, recommendations, and any actions related to the Government’s performance of the quality assurance function, including the originals of all surveillance activity checklists. All such records will be retained for the life of this contract. The COR shall forward these records to the contracting officer at termination or completion of the contract. If unacceptable performance occurs, the COR or Contracting Officer shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication.