Attachment 3 - QASP.docx

Quality Assurance Surveillance Plan

For

Laboratory Instrument Maintenance and Repair Services

Solicitation# - HT942525QE023 Contract # - TBD

TABLE OF CONTENTS

Subject Page Number

1. Overview

2. Description of Services

3. Roles and Responsibilities

4. Contract Quality Requirements

5. Government Surveillance

6. Non-Conforming Performance

7. Deduct Plan

8. Data Analysis

9. Acceptance of Services

10. COR Status Report

11. Contractor Manpower Reporting Application (CMRA)

12. Contractor Performance Assessment Reporting System (CPARS)

13. Combating Trafficking In Persons

14. COR/Quality Assurance Surveillance Files

15. QASP Changes

1. Overview.

1.1. Purpose. The purpose of this Quality Assurance Surveillance Plan (QASP) is to identify the methods and procedures the Government will use to ensure it receives the services under this contract as identified in the Performance Work Statement (PWS).

1.2. Intent. The intent of this QASP is to: 1) ensure Contractor performance meets or exceeds contract terms, conditions and specifications; 2) hold the Contractor accountable for quality control; and 3) encourage the Contractor to take appropriate steps to control and improve quality. Accordingly, the Government will perform surveillance on the contract in accordance with this QASP, but reserves the right to monitor the contract in any manner necessary, at any times necessary, and at all places necessary to ensure that the rendered services conform to contract requirements. The Government also reserves the right to perform quality assurance at the subcontractor level and perform quality assurance at the Contractor's place of business, if applicable. Resolution of non-conforming services discovered at the subcontractor level will be addressed with the prime Contractor.

2. Description of Services.

2.1. Scope of Work. The Contractor shall provide non-personal service(s). The Defense Centers for Public Health – Aberdeen (DCPH-A) requires annual preventive maintenance and unlimited repair services using Agilent certified parts; software support services; software updates; and unlimited technical support cells on laboratory instruments in support of the Laboratory Sciences (LS) Directorate.

2.2. Type of Contract. This is a Firm Fixed Price (FFP) contract.

3. Roles and Responsibilities.

3.1. Government.

3.1.1. Contracting Officer (CO). The CO is the only person with the authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the Government. Note: The only individual who can legally bind the Government.

3.1.2. Contracting Officer’s Representative (COR). The COR will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration. The COR 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 CO and Contractor of any deficiencies. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

3.1.3. RESERVED

3.1.4. RESERVED

3.2. Contractor.

3.2.1. RESERVED

3.2.2. RESERVED

3.2.3. RESERVED

3.2.4. Account Manager. The individual at the Contractor that is responsible to ensure the terms of the contract are being met and the service provided meets acceptable quality standards.

4. Contract Quality Requirements.

4.1. Contractor’s Quality Control Program. The Contractor’s quality control program (in accordance with Federal Acquisition Regulation (FAR) Part 46 and applicable 52.246-(Clause(s))) is how the Contractor assures that work complies with the requirement of the contract. The Contractor shall ensure services are performed in accordance with this PWS. The Contractor shall identify, prevent, and ensure non-recurrence of defective services.

4.2. Government Quality Assurance. The Government shall evaluate the Contractor’s performance under this contract in accordance with this QASP. This plan is primarily focused on what the Government must do to ensure that the Contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance and minimum acceptable defect rate(s).

5. Government Surveillance.

5.1. Methods of Surveillance. The following Methods of Surveillance will be utilized in monitoring the Contractors’ performance:

5.1.1. 100% Inspection

5.1.2. RESERVED

5.1.3. RESERVED

5.1.4. Customer Feedback. The DA Form 5477, Customer Complaint Record, Attachment 2 (page 12), will be used to document/record all complaints. The following procedures will be followed when a complaint is received.

· The COR will investigate and determine the validity of the complaint.

· If the complaint is determined to be invalid, the COR will inform the person who submitted the complaint of the reason(s) as soon as practical.

· For validated complaints that are true contractual non-conformances, the procedures in paragraph 6 below will be followed.

5.2. RESERVED

5.3. Surveillance Instructions/Checklists. Surveillance Checklists, Attachment 3 (pages 13 - 14), will be utilized and completed when surveillances are conducted.

5.4. Surveillance Documentation. No later than the 15th of each month surveillance documentation for the preceding month will be uploaded in the Wide Area WorkFlow e-Business Suite, CORT Tool, https://wawf.eb.mil/. Monthly surveillance documentation includes the Monthly Status Report, the Surveillance Schedule and all completed Surveillance Checklist(s) for the preceding month. Surveillance Schedules and completed Surveillance Checklists may be uploaded in CORT Tool either as Attachments to Monthly Status Reports or uploaded separately in the Miscellaneous Documents Section of the COR’s Online File.

6. Non-Conforming Performance. Non-conformance occurs when a Contractor fails to meet Contract or Task Order terms, conditions and/or specifications. All instances of non-conformance will be documented and the Contractor will be notified. Resolution of non-conformance discovered at the subcontractor level will be addressed with the prime Contractor. Non-conformance is classified as either: Level I (Minor); Level II (Major); or Level III (Critical).

6.1. Level I (Minor). Level I non-conformance is not likely to materially reduce the usability of services for their intended purpose or is a departure from established standards having little bearing on completing the contract requirement. Minor non-conformances can usually be corrected on the spot and can be issued to the Contractor through either a verbal or written Contract Discrepancy Report (CDR). However, the Government is still required to document verbal Level I CDRs. The COR may issue verbal Level I CDRs directly to the appropriate level of Contractor management. The COR will notify the CO as soon as practical when a verbal Level I CDR is issued and document them in their Monthly Reports. If the non-conformance cannot be corrected on the spot, the Contractor shall be given a suspense date to correct the deficiency. The CO will issue, and sign written Level I CDRs, Attachment 4

6.2. Level II (Major). Level II non-conformance is likely to result in failure of the services to meet contract requirements. Also, repeated discrepancies, a large number of documented Level I CDRs and trends indicating failure of the Contractor’s quality control program can be classified as Level II CDRs. The CO issues all Level II CDRs in writing, Attachment 4 The COR will notify the CO as soon as practical when a major non-conformance is identified.

6.3. Level III (Critical). Level III non-conformances result in hazardous or unsafe conditions due to the manner in which the services are performed; prevent or impact a vital agency mission as a result of performance; or are for repeated or uncorrected Level II CDRs. The Contracting Office Director or Deputy Director issues written Level III CDRs. The COR is responsible for notifying the CO immediately upon discovery of a critical non-conformance.

6.4. Documenting CDRs. Documentation, as a minimum, will include: the Contract or Task Order number; reference to the specific contract requirement; the specific discrepancy to the requirement; where it was discovered; the date and time it was discovered; Contractor representative who was notified; and the suspense date for Contractor response/corrective action.

6.5. Tracking and Resolving CDRs. All CDRs, verbal and written, regardless of issuer will be included in the COR’s Monthly Report. The COR and CO shall track CDRs to ensure the Contractor identifies and takes appropriate corrective action to the root cause and the specific non-conformance is corrected within the required timeline. The CO will make a final written determination of the Government’s remedies if the non-conformance is not corrected by the Contractor after receiving notice and a reasonable opportunity to correct the work.

7. Deduct Plan. This acquisition does not include a Deduct Plan.

8. Data Analysis. Data Analysis will be performed to identify trends in cost, schedule and/or performance risks. The results of Data Analysis will be documented in COR Status Reports and may be used to make adjustments to surveillance schedules, increase or decrease surveillance, if deemed appropriate. Negative trends noted using Government data/observations could result in issuing the Contractor a CDR. Trends noted using Contractor data will not result in a CDR unless the Contractor is not addressing the negative trend.

9. Acceptance of Services. When all services have been deemed acceptable and there is documented objective quality evidence to support acceptable performance the COR will accept the services provided and authorize payment of the Contractor. This is accomplished by approving the Contractor’s Receiving Reports in Wide Area WorkFlow, e-Business Suite, https://wawf.eb.mil/.

10. COR Status Report. COR Status Reports will be submitted on a Monthly basis, no later than the 15th of each month for the preceding month, to the CO via the Procurement Integrated Enterprise Environment in the Surveillance and Performance Monitoring Module. COR Status Reports will provide a synopsis of the Contractors performance for the inclusive dates of the report. The synopsis will contain a summary of: surveillances performed; Customer Feedback, if any; CDRs, if any; an analysis of the Contractors performance; recommended adjustments to surveillance schedules; and any other pertinent contract information. Completed Surveillance Checklists and CDRs, if any, will be included as attachments to COR Status Reports or uploaded separately in the Miscellaneous Documents Section of the CORs’ Online file.

11. RESERVED

12. RESERVED

13. Combating Trafficking In Persons (CTIP). In accordance with PGI 222.17 and FAR 52.222-50, the CO will be notified immediately of any information from any source that alleges a Contractor employee, subcontractor and/or subcontractor employee has engaged in conduct that violates the United States Government “zero” tolerance policy regarding trafficking in persons.

14. COR/Quality Assurance Surveillance Files. The official COR/Quality Assurance Surveillance File will be maintained in the Wide Area WorkFlow, e-Business Suite, CORT Tool, https://wawf.eb.mil/, in accordance with DoDI 5000.72, DoD Standard for COR Certification.

15. QASP Changes. This QASP is a living document and, as such, may be changed as needed based on Data Analysis (trends), contract modifications, etc. The COR will send any recommended changes to the CO for approval and the CO must approve all changes.

COR’S Signature Block

Contracting Officer’s Signature Block Attachments:

1. Performance Requirements Summary (PRS)

2. Customer Complaint Record, DA Form 5477

3. Surveillance Checklist(s)

4. Contract Discrepancy Report, DA Form 5479

Attachment 1

Performance Requirements Summary (PRS)

This is a non-personal services contract to perform inspections, preventive maintenance, and repairs for Agilent equipment on-site for the LS Directorate in accordance with commercial standards. The Contractor is required to provide preventive maintenance, equipment repair services, and field service reports for the manufactured Agilent equipment because the instruments are used for various sample analyses and are a critical part of the LS instrumentation. Maintenance performed must follow Original Equipment Manufacturer (OEM) service guidance, support optimum instrument performance standards, ensure accurate and reproducible results, and adhere to regulatory compliance standards. Contractor personnel are required to be trained and possess the licenses and certifications to perform the necessary maintenance and repair on the instruments without risk of voiding or invalidating warranties. In addition, the Contractor shall have access to OEM parts and software required during performance of the task.

The Government intends to utilize a QASP to monitor the quality of the Contractor’s performance in relation to performance objectives. The Government will finalize the QASP immediately following award, and the COR will provide a copy of the final QASP to the Contractor. The QASP is a living document and may be updated by the Government as necessary.

The Government will use the following performance requirements to measure the performance of the Contractor. The Contractor shall meet the Performance Objective(s) and Acceptable Quality Level(s) within the “Performance Requirements Summary Matrix” (PRS Matrix).

PRS#1 - PWS para 5.2.1.1a

Onsite Reporting The Contractor shall present a driver’s license (or equivalent) to sign the visitor log and obtain an “Escort Only” badge at the E2850 Front Desk to gain access to the Laboratory.

100% Compliance

100% Inspection

PRS#2 - PWS para 5.2.1.1b

Onsite Reporting The Contractor shall be provided a Laboratory Information Document System (LIDS) 602 (LAB Equipment Maintenance Service Ticket) that documents the work authorized to be performed during that visit. Any other work identified by the Contractor must be approved by the COR prior to initiation. A new ticket will be provided to the Contractor to document the additional work.

PRS#3 – PWS para 5.2.1.1c

Onsite Reporting The Contractor shall await an escort in the reception area before entering the laboratory space.

PRS#4 - PWS para 5.2.2.1a

Contractor shall perform (1) annual preventive maintenance service.

The Contractor shall schedule and perform (1) annual preventive maintenance service per instrument listed in this PWS.

PRS#5 - PWS para 5.2.2.1b

Contractor shall perform (1) annual preventive maintenance service.

PRS#6 - PWS para 5.2.2.2a

Contractor shall perform on-site repair services.

PRS#7 - PWS para 5.2.2.3a

Contractor shall perform on-site repair services.

PRS#8 - PWS para 5.2.2.3b

PRS#8-9 - PWS para 5.2.2.2c, 5.2.2.3c

Contractor shall perform on-site emergency repair services.

PRS#11 - PWS para 5.2.3a

Service Completion

PRS#12 - PWS para 5.2.3b

Service Completion

Attachment 2

Customer Complaint Record, DA Form 5477

Attachment 3

Surveillance Checklist(s)

Contractor:

Contract Number:

Service Provided:

COR Name:

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Comments summary, to include, positive trends, negative trends, concerns, customer comments, and any additional COR comments:

Attachment 4

Contract Discrepancy Report, DA Form 5479 image1.emf

DATE OF COMPLAINT TIME OF COMPLAINT

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE CONTRACTOR INFORMED COMPLAINT TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR (Responsible officer)

RECEIVED AND VALIDATED BY

ORGANIZATION

INDIVIDUAL

NOTE: ( ) Used for in-house operation.

CUSTOMER COMPLAINT RECORD

For use of this form, see DA PAM 5-20; the proponent agency is ACSIM.

SOURCE OF COMPLAINT

(Responsible officer) (Responsible officer)

DA FORM 5477, MAR 2008 PREVIOUS EDITIONS ARE OBSOLETE. APD PE v1.01ES initiator:ralph.gaines@us.army.mil;wfState:distributed;wfType:email;workflowId:b71742b09d8a4c49a6eb59ab36d6e236

DATE OF COMPLAINT:

TIME OF COMPLAINT:

ORGANIZATION INDIVIDUAL SOURCE OF COMPLAINT:

NATURE OF COMPLAINT:

CONTRACT REFERENCE:

VALIDATION:

DATE CONTRACTOR INFORMED COMPLAINT Responsible officer:

TIME CONTRACTOR INFORMED OF COMPLAINT Responsible officer:

ACTION TAKEN BY CONTRACTOR Responsible officer:

RECEIVED AND VALIDATED BY:

NOTE Used for inhouse operation:

undefined: Off

Text2:

SubmitButton1:

image2.emf

DA FORM 5477

DATE OF COMPLAINT TIME OF COMPLAINT

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE CONTRACTOR INFORMED COMPLAINT TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR (Responsible officer)

RECEIVED AND VALIDATED BY

ORGANIZATION

INDIVIDUAL

NOTE: ( ) Used for in-house operation.

CUSTOMER COMPLAINT RECORD

SOURCE OF COMPLAINT

(Responsible officer) (Responsible officer)

DA FORM 5477, MAR 2008 PREVIOUS EDITIONS ARE OBSOLETE. APD PE v1.01ES initiator:ralph.gaines@us.army.mil;wfState:distributed;wfType:email;workflowId:b71742b09d8a4c49a6eb59ab36d6e236

DATE OF COMPLAINT:

TIME OF COMPLAINT:

ORGANIZATION INDIVIDUAL SOURCE OF COMPLAINT:

NATURE OF COMPLAINT:

CONTRACT REFERENCE:

VALIDATION:

DATE CONTRACTOR INFORMED COMPLAINT Responsible officer:

TIME CONTRACTOR INFORMED OF COMPLAINT Responsible officer:

ACTION TAKEN BY CONTRACTOR Responsible officer:

RECEIVED AND VALIDATED BY:

NOTE Used for inhouse operation:

undefined: Off

Text2:

SubmitButton1:

image3.emf

6.

2. 3.

PREPARED ORAL NOTIFICATION RETURNED BY CONTRACTOR ACTION COMPLETE

4. DISCREPANCY OR PROBLEM (Describe in Detail: Include reference in PWS / Directive: Attach continuation sheet if necessary.)

5. SIGNATURE OF CONTRACTING OFFICER

7.

8. CONTRACTOR RESPONSE AS TO CAUSE, CORRECTIVE ACTION AND ACTIONS TO PREVENT RECURRENCE. ATTACH

1. CONTRACT NUMBER

9. SIGNATURE OF CONTRACTOR REPRESENTATIVE 10. DATE

11. GOVERNMENT EVALUATION (Acceptance, partial acceptance, rejection: attach continuation sheet if necessary)

12. GOVERNMENT ACTIONS (Payment deduction, cure notice, show cause, other.)

CONTRACT DISCREPANCY REPORT

TO: (Contractor and Manager Name)

DATES

CLOSE OUT

CONTRACTOR

NOTIFIED

NAME AND TITLE SIGNATURE DATE

QAE

CONTRACTING

OFFICER

CONTINUATION SHEET IF NECESSARY. (Cite applicable Q.A. program procedures or new A.W. procedures.)

DA FORM 5479, MAR 2008 APD PE v1.01ES

FROM: (Name of QAE)

TO: (Contracting Officer) FROM: (Contractor)

PREVIOUS EDITIONS ARE OBSOLETE.

image4.emf

DA FORM 5475

DATE

COR/QAE SURVEILLANCE SCHEDULE

When completed stamp "FOR OFFICIAL USE ONLY"

DA FORM 5475, MAR 2008 APD PE v1.00

DATE

SERVICE

PREVIOUS EDITIONS ARE OBSOLETE.