A5 60763006 QASP.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

5 TON &12 TON AC RENTAL

JML Number:

INTRODUCTION:

This Quality Assurance Surveillance Plan (QASP) is pursuant to the requirements listed in the Performance Work Statement (PWS) entitled one 5-ton AC rental & four 12-ton AC rental. This plan sets forth the procedures and guidelines the government will use in ensuring the required performance standards or services levels are achieved by the contractor.

PURPOSE:

The purpose of the QASP is to describe the systematic methods used to monitor performance and to identify the required documentation and the resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards/quality levels identified in the PWS.

This QASP defines the role and responsibilities of the government representative(s) identified to monitor contractor performance. This QASP shall prescribe the methodologies used to monitor and evaluate the contractor’s performance and the contractor’s performance objectives and thresholds

PERFORMANCE MANAGEMENT:

The contractor is responsible for the quality of all work performed. The contractor measures that quality through the contractor’s own Quality Control Plan (QCP), whether formal or informally.

QCP 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 by subcontractors. The contractor’s QCP will set forth the staffing and procedures for self-inspection of 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 QCP.

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 determination 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.

ROLES AND RESPONSIBILITIES:

The Contracting Officer:

The Contracting Officer is responsible for monitoring contract compliance, contract administration, and for resolving any differences between the observations documented by the Contracting Officer's Representative (COR)/Technical Point of Contact (TPOC) and the Contractor. The Contracting Officer will designate in writing the COR as required. The TPOC’s serving as technical inspectors depends on the complexity of the services measured, as well as the contractor’s performance.

The Contracting Officer’s Representative (COR) – and – Technical Point of Contact (TPOCS):

The COR/TPOC’s monitors all technical aspects of the contract and assists in contract administration. The COR/TPOC is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance; maintain written and oral communications with the Contractor concerning technical aspects of the contract; issue written interpretations of technical requirements, including Government drawings, designs, specifications; monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies;

coordinate availability of government furnished property, and provide site entry of Contractor personnel.

The COR/TPOC is NOT authorized to change any of the terms and conditions of this contract.

Only the warranted Contracting Officer is authorized to make modifications/changes to the terms and conditions of this contract. If the COR/TPOC believes any Government personnel has effectively issued a change resulting in a change in effort and price/cost of the contract, the COR/TPOC shall immediately notify the Contracting Officer in writing.

METHODOLOGIES TO MONITOR PERFORMANCE

Surveillance Techniques In an effort to minimize the performance management burden, simplified surveillance methods shall be used by the COR/TPOC(s) to evaluate contractor performance when appropriate. The primary methods of surveillance are:

-100% Inspection – Each month, the COR/TPOC, shall review the generated documentation and enter summary results into the Surveillance Activity Checklist (Attachment 2 contained herein).

-Customer Feedback: The contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of this communication is customer satisfaction. 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 be detailed enough in nature to allow the COR/TPOC to investigate and notify the Contracting Officer of the validity/resolution. Customer feedback may also be obtained from the results of formal customer satisfaction surveys.

-Acceptable Quality Levels: The acceptable quality levels (AQLs) included in Attachment 1, Performance Requirements Summary Table, for contractor performance are 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 leasing of AC units, replacement of non-functioning AC units, and delivery of AC units, the desired performance level is established at 100 percent. Other levels of performance are keyed to the relative importance of the task to the overall mission performance at Puget Sound Naval Shipyard.

QUALITY ASSURANCE DOCUMENTATION:

Performance Management Feedback Performance management feedback occurs begins with communication. The COR/TPOC shall complete monitoring requirements within the Performance standards are expressed in the PWS and are assessed using the performance monitoring techniques shown in Attachment 1 Performance Requirements Summary (PRS). The COR/TPOC shall communicate with the Contracting Officer any issues, successes or failures of the Contractor to accomplish PWS or PRS requirements.

Monitoring Forms The government’s Quality Assurance (QA) and surveillance, accomplished by the COR/TPOC, will be reported to the Contracting Officer using the monitoring forms in Attachments 2. The forms, when completed, will document the government’s assessment of the contractor’s performance under the contract to ensure that the required performance outcomes are being achieved.

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

ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

Determining Performance Government shall use the monitoring methods cited to determine whether the required performance outcomes have been met. If the contractor has not met the minimum requirements, it may be asked to develop a corrective action plan (by the Contracting Officer ONLY) to show how and by what date it intends to bring performance up to the required levels. Failure to meet the required performance outcomes may result in an unsatisfactory Past Performance Rating.

Reporting At the end of each month, the COR/TPOC will prepare a written report summarizing the overall results of the quality assurance surveillance of the contractor’s performance. This written report, which includes the contractor’s submitted reports and the completed quality assurance monitoring forms (Attachment 2), will become part of the COR file. It will enable the government to demonstrate whether the contractor is meeting the required performance outcomes.

Reviews and Resolution The Contracting Officer may require the contractor to meet with the Government team as deemed necessary to discuss performance evaluation. The Contracting Officer will define a frequency of in-depth reviews with the contractor if the need arises, or per the contractor’s request.

The Contracting Officer and COR/TPCO will coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance.

ATTACHMENT 1: Performance Requirements Summary

The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Performance Objective (The Service required—usually a shall statement)

Standard Performance Threshold (This is the maximum error rate. It could possibly be “Zero deviation from standard”)

Method of Surveillance

PRS # 1.

The contractor shall provide leasing services of one 5-ton portable air conditioning unit and four 12-ton portable air conditioning units

PWS 5.1

The contractor shall deliver one 5-ton portable air conditioning unit and four 12-ton portable air conditioning units within 2 business days of contract award

100% of the services performed

100% Inspection by

COR

PRS # 2

Contractor shall replace non-functioning units at no cost to government

PWS 5.2

When notified by the COR contractor will respond within 2 business days to replace non-functioning air conditioning units Monday-Friday 0700-1600

100% of replacement of non-functioning units completed within 2 business days 0700- 1600 Monday through Friday.

100% Inspection by

COR

PRS # 3

Contractor to provide transportation of one 5-ton portable air conditioning unit and four 12-ton portable air conditioning units

PWS 5.3

The contractor delivered all deliverables timely

No more than 2 business days late in submission

100% Inspection by

COR

ATTACHMENT 2:

Solicitation # QUALITY ASSURANCE

MONITORING FORM

SERVICE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (Check):

Random Sampling 100% Inspection Periodic Inspection Customer Complaint

LEVEL OF SURVEILLANCE (Check):

Monthly Quarterly As needed

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: ______ %

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: ______%

Service Provider’s Performance (Check): Meets Standards

Does Not Meet Standards

Narrative of Performance During Survey Period:

PREPARED BY: ___________________________________ DATE: _________________