A1-DRAFT_QASP-Mir_Tel_maint.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

for

MCAS MIRAMAR S-6

TELEPHONE SWITCH BOARD MAINTENANCE

PREPARING ORGANIZATION:

MCAS MIRAMAR S-6 TELEPHONE OFFICE

MARINE CORPS AIR STATION, MIRAMAR

SAN DIEGO, CA 92145

MCAS MIRAMAR CONTRACTING OFFICE

S-6 TELEPHONE SWITCH BOARD MAINTENANCE

Director of Contracting

Signature Date

Contracting Officer

Contract Specialist

Project Manager

Contracting Officer’s Representative

TABLE OF CONTENTS

1. Quality Assurance Instruction………………………………………………………. 2-5

2. Performance Requirement Summary…………………………………………………. 6

3. Checklist Attachments……………………………………………………………….. 7-11

FOR

TELEPHONE SWITCH MAINTENANCE

INTRODUCTION

1. Purpose. This Quality Assurance Surveillance Plan (QASP) has been developed to provide the standard of surveillance for monitoring the MCAS Miramar S-6 Telephone Switch maintenance service contract and to provide a systematic approach for conducting the surveillance. The Contracting Officer

(KO) will appoint an individual prior to contract award to be the Contracting Officer’s Representative

(COR). The COR will also serve as the Quality Assurance Evaluator (QAE) and will use this QASP to ensure the standards of the contract are being met. The COR/QAE will be referred to as COR throughout this QASP.

2. Performance Standards. The QASP provides a systematic method to evaluate the service the

Contractor is required to furnish. The COR will assess the Contractor’s performance to ensure the

Contractor is performing up to the specified standards. The performance standards for this Performance

Work Statement (PWS) are stated in the Performance Requirements Summary (PRS) included within this

QASP. The standards for this procurement are subjective since specific metric-driven standards are not appropriate.

3. Management and Oversight. The QASP is based on the premise that the Contractor and not the

Government, is responsible for the management and any Quality Control action required to meet the terms of the contract. The performance requirements recognize that the Contractor is not a perfect manager and that unforeseen requirements and uncontrollable problems do occur. Good management and use of an adequate Quality Control Plan will allow the Contractor to operate within specific performance requirements. QASPs are designed to be objective, fair and consistent in evaluating Contractor performance against the provided standards.

4. Acceptable Quality Levels (AQLs). AQLs have been established in the PRS and provide performance standards that the Contractor will meet in performing the contract. In the event the

Contractor does not meet the established AQLs, the Contracting Officer has the right to exercise the negative incentives stated in this QASP.

5. Primary Method of Surveillance/Evaluation. The COR will perform evaluation based on using one of the various methods outlined in the PRS table included in this QASP. The following methods may be incorporated into the PRS to monitor contract performance:

100% inspection: Inspection where specific characteristics of every performance unit are examined and tested to determine conformance with requirements.

Random inspection: Sampling method in which each unit of the population has an equal chance of being selected.

Customer Surveys and Feedback: A review method where customers and end users are surveyed to provide input on specific service levels.

6. Negative Incentives. If any of the performance requirements does not meet the AQL set in the PRS table, the COR shall document the discrepancy(s) and shall notify the Contractor promptly, and the

Contracting Officer, on a monthly basis, for appropriate action. When the performance is below the AQL standard, the Government may implement a negative incentive that includes increased surveillance and/or

Contractor reporting, as well as, documentation on the Contractor’s Performance Assessment Reporting

System (CPARS).

7. Notification. The COR will notify the Contracting Officer, in writing, of unacceptable quality levels.

The Contracting Officer will promptly provide written notification of discrepancies on a monthly basis, or immediately if the situation significantly affects the well-being of the project. The Contractor will be given the opportunity to respond, in writing, to each discrepancy.

8. Response. The Contractor shall provide a written response to the cause and the corrective action to prevent recurrence within 10 working days after receipt of Contracting Officer’s notification. The

Contractor should cite specific quality assurance program procedures or new procedures instituted to prevent recurrence.

9. Records. The COR will maintain contract surveillance files as directed by the Contracting Officer.

Surveillance files will include, in part, the following documentation for this Firm Fixed Price contract:

a. COR designation and appointment letters

b. A copy of the contract and all contract modifications

c. Copies of all Task/Delivery Orders,

d. QASP and any other tools, checklists, etc.

e. All correspondence including Contracting Officer notifications and the Contractor’s responses

f. Contractor status reports

g. Evidence that all materials/equipment obtained under any task order is accounted for and remains in Government possession.

h. Surveillance reports and a summary of the Surveillance Logs will be prepared by the COR, and submitted to the Contracting Officer annually.

i. Out-of-cycle reports may be submitted in support of unacceptable performance identified during the performance period by the COR, or when there is a significant change in performance that alters the assessment in one or more evaluation areas.

j. Annual in-progress reviews will be conducted and entered into CPARS.

10. Ratings. The following criteria will be used for performance evaluations: Exceptional, Satisfactory, Marginal, or Unsatisfactory. Upward or downward arrows may be used to indicate an improving or worsening trend insufficient to change the assessment status.

a. Exceptional. Indicates performance clearly exceeds contractual requirements. The area of evaluation may contain a few minor problems for which corrective action appears highly effective.

b. Satisfactory. Indicates performance clearly meets contractual requirements. The area of evaluation contains some minor problems for which the corrective actions appear satisfactory.

c. Marginal. Indicates performance meets contractual requirements. The area of evaluation contains one or more serious problems for which corrective actions have not yet been identified, appear only marginally effective, or have not been fully implemented.

d. Unsatisfactory. Indicates the Contractor is in danger of not being able to satisfy contractual requirements and recovery is not likely in a timely manner. The area of evaluation contains one or more serious problems for which the corrective actions appear ineffective.

11. Documentation. Documentation used and referenced to perform surveillance will consist of monthly reports, Contractor plans and procedures, schedules, customer feedback and contract data requirements.

a. Recording Observations. Use Surveillance Logs to record information on scheduled observations and deficiencies noted. Each observation is recorded on the log. The documents then become a formal record for reference. The Contractor is to be told each time that a deficiency is found during scheduled observations. The COR makes a notation on the

Surveillance Log of the date and time the deficiency was discovered, and subsequently requests that the Contractor initial the notation, documenting notification of the deficiency only.

b. Potential Unacceptable Performance. The COR must identify the specific service that is unacceptable and the possible causes, and ask a number of questions which if answered, will probably pinpoint the source of the problem.

c. Documenting Unacceptable Performance. The COR must attempt to resolve the problem with the Contractor. The original log and the attempted solution (along with an evaluation of results) are forwarded to the Contracting Officer through the COR.

The COR will notify the Contracting Officer of the severity of the discrepancy and the success of the solution. The Contractor shall complete a response to the unacceptable evaluation if requested by the

Contracting Officer or by its own choice.

12. Taking Action.

a. The COR may evaluate the Contractor’s performance and document any non-compliance, but only the Contracting Officer may take action against the Contractor for an unacceptable rating.

b. When the Contractor’s performance is unacceptable and a formal action is indicated, the COR will determine what action is appropriate for the specific circumstances and make a recommendation to the Contracting Officer.

13. Documentation. The COR retains a copy of all inspection schedules and surveillance activity logs during the course of the contract, and forwards them for inclusion in the contract file at the end of the surveillance period. However, when a specific service becomes unsatisfactory during a surveillance period, the inspection documentation supporting the contract discrepancy report is promptly forwarded to the Contracting Officer.

14. PERFORMANCE REQUIREMENTS SUMMARY (PRS). The performance standards for this

PWS are stated in the PRS below.

Performance

Objective PWS Para Performance Standard

Acceptable

Quality

Level

Inspection, Type, and

Frequency

PRS 1: Provide experienced personnel

All of 5.1 & 5.2 Provide all required personnel for all scheduled performance periods to ensure no impact on the mission.

Provide replacements of personnel within a reasonable timeframe and at the same experience and qualification level as required ensuring no impact on the mission.

Monitor performance to ensure employee compliance with requirements and standards.

95%

14 days

Daily visual inspections

Monthly Attendance

Logs

Continuous review

Observation

PRS 2:

Technical consulting

Para 5.1.9 Offer technical consulting in accordance with paragraph 5.1.9.5

95% Monthly reports

Quarterly reviews

Continuous review

Observation

PRS 3: Record keeping

Para 10.0 Contractor shall keep an accurate maintenance record upon the completion of each maintenance (preventative or corrective) service for each service call completed.

100% Random sampling

Monthly reports

Monthly reviews

Continuous review

Observation

PRS 4: Provide for Quality

Control program

Para 8.11 The Contractor shall develop quality control procedures addressing the performance objective (maintenance of the MCAS Miramar Telephone System).

95% Monthly reports

Monthly reviews

Continuous review

Observation

PRS 5: Safety

Para 8.0 All work shall be conducted in a safe manner and shall comply with the requirements as outlined in all of paragraph 8.13

95% Monthly reports

Monthly reviews

Continuous review

Observation

CHECKLIST FOR SERVICE REQUIREMENTS

Contract No:

Contractor:

Name: Date of Inspection:

Area:

Contract Requirements PRS 1: Provide experienced personnel

Performance Threshold

Compliance

Yes No N/A

Provide all required personnel for all scheduled performance periods to ensure no impact on the mission.

95%

Provide replacements of personnel within a reasonable timeframe and at the same experience and qualification level as required ensuring no impact on the mission.

14 Days

Monitor performance to ensure employee compliance with requirements and standards.

Inspection, Type, and Frequency:

VISUAL

WORK LOGS

MONTHLY ATTENDANCE LOGS

Performance Evaluation

Ratings

Remarks: Exceptional Satisfactory Marginal Unsatisf actory

Contractor Notification of Deficiencies:

QASP Title & Signature:

ATTACHMENT 1

Contract Requirements PRS 2: Technical Consulting

Performance Threshold

Compliance

Yes No N/A

Offer technical consulting in accordance with paragraph 5.1.9.5

VISUAL INSPECTIONS

WORK ORDERS

EMAILS

DAILY

ATTACHMENT 2

Contract Requirements PRS 3: Record keeping

Performance Threshold

Compliance

Yes No N/A

Contractor shall keep an accurate maintenance record upon the completion of each maintenance (preventative or corrective) service for each service call completed.

100%

CSA’s

TROUBLE TICKETS

911 DATABASE UPDATES

ATTACHMENT 3

Contract Requirements PRS 4: Provide for Quality Control program

Performance Threshold

Compliance

Yes No N/A

The Contractor shall develop quality control procedures addressing the performance objective

(maintenance of the MCAS Miramar Telephone

System).

USAGE

DAILY

ATTACHMENT 4

Contract Requirements PRS 5: Safety

Performance Threshold

Compliance

Yes No N/A

All work shall be conducted in a safe manner and shall comply with the requirements as outlined in all of paragraph 8.0

WORK LOGS

MONTHLY

ATTACHMENT 5