EMOSS_V_Attachment_1_-_QASP.pdf

Attachment 1

RFP: AB-133E-16-RP-0019

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

Engineering and Mission Operations Support Services V

(EMOSS V)

EMOSS-V QASP

TABLE OF CONTENTS

1.0 INTRODUCTION

1.1 PERFORMANCE MANAGEMENT STRATEGY

2.0 ROLES AND RESPONSIBILITIES

3.0 METHODOLOGIES TO MONITOR PERFORMANCE

4.0 QUALITY ASSURANCE REPORTING

5.0 ANALYSIS OF QUALITY ASSURANCE MONITORING RESULTS

6.0. FAILURE TO PERFORM

ATTACHMENT I

ATTACHMENT II

ATTACHMENT III

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

1.0 INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) is pursuant to the requirements listed in the performance-based Performance Work Statement (PWS) for EMOSS-V. The PWS defines the scope of the projects for spacecraft and ground systems engineering support services and describes how Government personnel will evaluate and assess Contractor performance.

EMOSS-V is a services only contract supporting the National Oceanic and Atmospheric

Administration (NOAA) National Environmental Satellite, Data and Information

Services (NESDIS) Office of Satellite and Product Operations (OSPO). OSPO manages and directs the operation of the central ground facilities, which process, and distributes environmental satellite data and derived products to domestic and foreign users.

The QASP defines the responsibilities required to implement effective quality surveillance functions for the EMOSS-V Project.

This document is the primary tool by which NOAA examines and inspects contract performance and by which the EMOSS-V Contractor collects, analyzes, reports, and adjusts contract performance. Further, while this QASP is a configuration-controlled document, it is expected to be modified from time-to-time at the discretion of the

Government.

The QASP identifies the surveillance concepts upon which it is based and the surveillance activities planned to ensure:

Project-wide measuring of performance through surveillance and monitoring of

Project activities and deliverables;

Accurate and timely reporting of Project performance to NOAA and the EMOSS-V

Contractor Program Manager (PM) for use in assessing and correcting performance deficiencies, and in assessing the need and securing authorization for the implementation of technical and management initiatives which may be needed to improve project performance; and

Objectives of the PWS are met to the satisfaction of the Government

1.1 PERFORMANCE MANAGEMENT STRATEGY

1.1.1 The Contractor’s internal quality control system will be defined in their

Quality Control Plan (QCP) and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS.

The Contractor will utilize its internal quality control system to assess and report their performance to the designated Government representative.

1.1.2 The Government representatives will monitor performance and review performance reports furnished by the Contractor to determine how the Contractor is performing against the PWS objectives. The Government will make decisions 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.

2.0 ROLES AND RESPONSIBILITIES

The following Table defines the roles and responsibilities of senior staff needed to achieve Project success:

Person/Group Role and Responsibility

NOAA-CO The Contracting Officer (CO) is responsible for monitoring contract compliance, contract administration and cost control and resolving differences between observations documented by the Contracting Officer’s Representative

(COR) and the Contractor’s performance

EMOSS-V COR The COR’s primary responsibility is to use the QASP as a tool to evaluate the EMOSS-V Contractor’s performance, The COR is responsible for monitoring, assessing, and communicating to the CO the technical performance of the

Contractor and assisting the Contractor when appropriate.

The COR is responsible for completing QA monitoring forms (refer to Attachments II and III) used to document observation of the Contractor’s work performance.

EMOSS-V PROGRAM

MANAGER

Directs all aspects of the EMOSS-V team to perform the Contract work.

• Responsible and accountable for EMOSS-V Team performance assurance and performance measurement, and the responsibilities, decisions, and actions that are required to implement this plan.

• Maintains regular dialog with the NOAA COR

NOAA SURVEILLANCE

TEAM

This team is comprised of the Engineering Branch Chief, engineering team leads from GOES, POES, SNPP/JPSS, DSCOVR, and Jason; and the subsystem engineers. that interact with EMOSS-V Contractors that interact regularly with the EMOSS-V

ASSOCIATED

SURVEILLANCE TEAM

As other Government employees interacting with the

EMOSS-V Contractor provide additional feedback to the

COR as to Contract performance.

3.0 METHODOLOGIES TO MONITOR PERFORMANCE

3.1 In an effort to minimize the contract administration burden, simplified methods of surveillance techniques shall be used by the Government to evaluate Contractor performance. The primary methods of surveillance are reports and deliverables as well as input/feedback from the Government teams.

3.2 To achieve customer satisfaction (the COR, the Government engineering branch chief and team leads and subsystem engineering counterparts) the Contractor and its employees are expected to establish and maintain frequent and professional customer communication. Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints. Performance management drives the Contractor to be customer-focused through initially addressing customer complaints and investigating the issues and/or problems. The EMOSS-V Program Manager may receive informal feedback directly from any member of the surveillance teams.

3.3 The acceptable quality levels (AQLs) located in Attachment 1, Required

Performance Metrics 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 two (2) of the activities, the desired performance level is established at one hundred percent (100%). The other levels of performance are established at percentages somewhat less than 100%. All are keyed to the relative importance of the task to the overall mission performance.

4.0 QUALITY ASSURANCE REPORTING

4.1 The performance management feedback loop begins with the communication of expected outcomes. Performance standards are stated in the PWS and measured by the required performance metrics in Attachment I.

4.2 The Government’s QA monitoring, performed by the COR (and others as designated), will be reported using the monitoring forms in Attachments II and III. The forms, when completed, will document the COR’s understanding of the Contractor’s performance under the Contract against the PWS requirements.

4.3 The COR will retain a copy of all completed QA monitoring forms.

4.4 The Government surveillance teams will be responsible for monitoring, assessing, recording, and reporting on the technical and management performance of the EMOSS-V

Contractor on a day-to-day basis based on the NOAA-approved QASP summary matrix.

The frequency of monitoring/reviews and the monitoring methods—including the reports, logs and other artifacts reviewed—are defined in the QASP summary matrix in

Attachment I.

5.0 ANALYSIS OF QUALITY ASSURANCE MONITORING RESULTS

5.1 The Government will use the observation methods cited to determine whether the

AQLs have been met. The Government’s evaluation is then translated into specific negative incentives as described in Attachment I, Required Performance Metrics Table.

5.2 Every two months the COR will prepare a written report for the CO summarizing the overall results of the quality assurance monitoring of the Contractor’s performance.

This written report, which will become part of the QA documentation, consists of the

Contractor’s submitted monthly progress report and the completed Quality Assurance

Monitoring Forms (Attachment II).

5.3 The CO may require the Contractor’s PM, or a designated alternate, to meet with the CO and other Government personnel as deemed necessary to discuss performance evaluation. The COR will define a frequency of in-depth reviews with the Contractor, however if the need arises, the Contractor will meet with the CO as often as required or per the Contractor’s request. The agenda of the reviews may discuss:

Monthly performance measured by the metrics and trends

Issues and concerns of both parties

Projected outlook for upcoming months and progress against expected trend

Recommendations made by the COR based on Contractor information

Issues arising from independent reviews and inspections

5.4 In addition to QA monitoring, the COR will use the information contained in the

Contractor’s monthly report to assess the Contractor’s level of performance for each objective measured in this QASP (detailed in Attachment I). The COR must coordinate and communicate with the Contractor to resolve issues and concerns of marginal or unacceptable performance. The Contractor will discuss with the CO/COR satisfaction ratings receiving a “less than acceptable” rating and may discuss satisfactory or better ratings at its discretion. The Contractor should highlight its perspective on factors driving customer satisfaction and present plans to adjust service levels accordingly to bring the satisfaction rating up to an acceptable or better level.

5.5 The CO/COR and Contractor should jointly formulate tactical and long–term courses of action. Decisions regarding changes to metrics, thresholds, or service levels should be clearly documented. Changes to service levels, procedures, and metrics will be documented and incorporated as a contract modification.

6.0. FAILURE TO PERFORM

6.1 The Contractor may receive negative feedback or even be terminated based on its performance. The following criteria apply for determining appropriate action:

1. Notifications. Consistent with FAR Part 49, the CO shall notify the contractor of failure to meet standards through QA monitoring forms, cure notices, or show cause notices and shall inform the Contractor PM or designated alternate of such notices.

2. Negative Feedback. The Government will provide timely feedback to the

Contractor on its performance so that corrective action can be started as soon as possible. FAR Part 46 provides guidelines on rating contractor performance.

3. Termination. If the CO determines that the Contractor has failed to perform to the extent that a termination for default is justified, the CO shall issue a notice of termination, consistent with FAR Part 49.

ATTACHMENT I

REQUIRED PERFORMANCE METRICS (RPM) TABLE

Required Service Performance Standards

Acceptable Quality Levels

Method Of

Surveillance

Incentive (Negative)

Monthly, Quarterly and

Annual Reports on engineering support

Timely and thorough

98% Reports, customer feedback, 100% inspections, and/or evaluations

Notifications, Negative

Feedback, or

Termination as

Appropriate

Financial Report: Monthly

Invoices, Spend Plan, Variance

Timely, thorough and accurate

98% Reports, customer feedback, 100% inspections, and/or evaluations

Notifications, Negative

Feedback, or

Termination as

Appropriate

Program Support: Staffing

Charts, Quality Control

Plan, Staffing utilization

Timely and thorough

98% Reports, customer feedback, inspections, and/or evaluations

Notifications, Negative

Feedback, or

Termination as

Appropriate

Mission Assurance:

processes, documentation, configuration control, and quality assurance

Timely, thorough and accurate

98% Reports, customer feedback, inspections, and/or evaluations

Notifications, Negative

Feedback, or

Termination as

Appropriate

Timeliness Response

Metrics: Response to 24x7

Operations Branch

Timely and thorough

100% Reports, customer feedback, inspections, and/or evaluations

Notifications, Negative

Feedback, or

Termination as

Appropriate

Satellite Engineering:

engineering analysis, anomaly support, mission operations real-time support

Timely, thorough, effective and accurate

99% Reports, customer feedback, inspections, and/or evaluations

Notifications, Negative

Feedback, or

Termination as

Appropriate

Satellite Operations

Controllers Duties Accurate and effective

99% Reports, customer feedback, inspections, and/or

Notifications, Negative

Feedback, or evaluations Termination as

Appropriate

Ground System

Engineering support:

anomalies support, test support

Timely, thorough, effective and accurate

99% Reports, customer feedback, inspections, and/or evaluations

Notifications, Negative

Feedback, or

Termination as

Appropriate

Adherence to Section F of the SOW/PWS for contract deliverables

Timely, thorough and accurate

100% Reports, inspections, and/or evaluations

Notifications, Negative

Feedback, or

Termination as

Appropriate

ATTACHMENT II

QUALITY ASSURANCE MONITORING FORM

SERVICE or STANDARD:

SURVEY PERIOD: ___________________

SURVEILLANCE METHOD (Check): _____ Reports

_____ 100% Inspection

_____ Periodic Inspection

_____ Customer Input/Feedback

LEVEL OF SURVEILLANCE SELECTED (Check):

_____ Monthly

_____ Quarterly

_____ As needed

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: _____________________

ATTACHMENT III

QUALITY ASSURANCE MONITORING FORM –

CUSTOMER COMPLAINT INVESTIGATION

SERVICE or STANDARD:

SURVEY PERIOD: ___________________

DATE/TIME COMPLAINT RECEIVED: _____________ ________ AM / PM

SOURCE OF COMPLAINT: _______________________________ (NAME)

_______________________________ (ORGANIZATION)

_______________________________ (PHONE NUMBER)

_______________________________ (EMAIL ADDRESS)

NATURE OF COMPLAINT:

RESULTS OF COMPLAINT INVESTIGATION:

DATE/TIME SERVICE PROVIDER INFORMED OF COMPLAINT: _____________ _________ AM / PM

CORRECTIVE ACTION TAKEN BY SERVICE PROVIDER:

RECEIVED AND VALIDATED BY: _____ __ ____

PREPARED BY: ___________________________________ DATE: ______________________