Attachment 3 - QASP.pdf

Attachment 3 Performance Management

INDOPACOM Business Model Solutions Procurement General Services Administration

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

• What will be monitored.

• How monitoring will take place.

• Who will conduct the monitoring.

• How monitoring efforts and results will be documented.

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance.

In addition, the QASP should recognize that unforeseen and uncontrollable situations may occur.

This QASP is a “living document” and the Government may review and revise it on a regular basis. However, the Government shall coordinate changes with the contractor. Updates shall ensure that the QASP remains a valid, useful, and enforceable document. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

The following FAR clauses may apply depending on the contract type:

52.246-4 Inspection of Services – Fixed-Price

2. GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel shall oversee and coordinate surveillance activities.

a. Contracting Officer (CO) - The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also assure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

Assigned CO: Katie Hudiburgh

Organization or Agency: General Services Administration, Federal Acquisition Services, General Supply and Services, Special Contracting Branch B

Telephone: 303-653-4514

Email: Katie.Hudiburgh@gsa.gov

b. Contract Specialist (CS) - The CS acts as an acquisition consultant and serves as liaison between the CO and the awardee(s).

Assigned CS: TBD

Telephone: TBD

Email: TBD mailto:Katie.Hudiburgh@gsa.gov

c. Contracting Officer’s Representative (COR) - The COR is responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor’s performance. The COR shall keep a quality assurance file. At the conclusion of the contract or when requested by the CO, the COR shall provide documentation to the CO. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. The contractor shall refer to any changes they deem may affect the contract price, terms, or conditions to the CO for action.

Assigned COR: TBD

Telephone: TBD

Email: TBD

d. Other Key Government Personnel:

Title: TBD

Telephone: TBD

Email: TBD

3. CONTRACTOR REPRESENTATIVES

The following employees of the contractor serve as the contractor’s Program Manager and Task Manager for this contract.

a. Program Manager - TBD

TBD Telephone: TBD

b. Task Manager - TBD

Telephone: TBD

c. Other Contractor Personnel - TBD

Title: TBD

Telephone: TBD

4. PERFORMANCE STANDARDS

This QASP will define the performance management approach taken by GSA/FAS/GSS/SCM Division to monitor the contractor’s performance to ensure the performance and quality standards identified below are achieved. Performance management rests on developing a capability to review and analyze information generated through performance assessment. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management; this analysis yields information that indicates whether acceptable performance under the contract is being achieved by the contractor.

The contractor measures that quality through the contractor’s own quality control (QC) program. QC is the achievement of meeting requirements in all areas whether the work is performed by contractor employees, partners or subcontractors.

Task 1. Provide delivery of items to customers.

• Items meet all specifications for form, fit and function.

• Items are delivered in the established time standards.

Task 2. Material sourcing.

• All items identified to be sourced from mandatory sources are so sourced.

• All items are purchased from Trade Agreements Act countries.

Task 3. Packing, Packaging, Marking and Labeling.

• All items and shipments meet Department of Defense specifications for packing, packaging, marking and labeling.

• All shipments of dangerous goods are properly certified, documented, packaged, packed, marked and labeled.

Task 4. Electronic Data Interchange (EDI).

• All identified EDI transaction sets are available and executed.

• All EDI transaction sets meet the standards and versions as identified.

Task 5. Inventory Stock Levels.

• Maintain appropriate inventory level with less than 2.5% backorders for each quarter of each fiscal year.

• Inventory is continuously adjusted to reduce large orders effect.

• Backorders are filled within 20 days of after receipt of order ARO.

5. PERFORMANCE REQUIREMENTS

Performance Standards Quality Levels. The following table provides the required contract performance standards.

Required Service Performance Standard

Acceptable Quality Levels

Method of Surveillance Incentive

Item Quality Items match the description and meet the form, fit and function requirements. Items meet TAA compliance.

99% Random sample review by GSA engineering activity or customer complaint

Positive: Continued Performance Eligibility.

Negative: Potential Cancellation

Delivery time standard

3 business days after receipt of order. This concept takes into account USA Holidays and Countries of performance Holidays.

97.5% Calculation based on purchase order issue and either vendor proof of delivery or customer receipt acknowledgment

Positive: Continued Performance Eligibility.

Negative: Potential Cancellation

Sourcing Procure items identified with a mandatory source from that source

100% Random sample by government personnel and customer complaint or feedback

Positive: Continued Performance Eligibility.

Negative: Potential Cancellation

Backorders No more than 2.5% backorders for each quarter of each fiscal year.

100% Random sample by government personnel and customer complaint or feedback

Positive: Continued Performance Eligibility.

Negative: Potential Cancellation

Packing, packaging, marking and labeling

Items and shipments meet DoD requirements

100% Random sample by government personnel and customer complaint

Positive: Continued Performance Eligibility.

Negative: Potential Cancellation

Dangerous goods

Items and shipments meet all certification, documentation, packaging, packing, marking and labeling requirements

100% Random sample by government personnel, or notification from involved authorities

Positive: Continued Performance Eligibility.

Negative: Potential Cancellation

EDI The comprehensive transaction set requirements are met and able to be processed

90% Measurement from GSA system

Positive: Continued Performance Eligibility.

Negative: Potential Cancellation

Inventory Stock

2.5% backorders or less of total Orders Monthly or cumulative.

100% Calculation based on the total number of customer orders backordered divided by the total number of customer orders placed.

Positive: Continued Performance Eligibility.

Negative: Potential Cancellation

Inventory Large Order effect 100% Calculation of Monthly Positive: Continued

Stock (Orders greater than 3 months’ worth of inventory) is eliminated by 90% within eight months of FOC

Large orders % Performance Eligibility.

Negative: Potential Cancellation

Inventory Stock

Backorders are filled within 20 days of ARO.

99% Calculation based on purchase order issue and either vendor proof of delivery or customer receipt acknowledgment

Positive: Continued Performance Eligibility.

Negative: Potential Cancellation

On Demand reports

TAA and mandatory source compliance must be available to download at any time from the e-portal, which will be required to have downloadable reporting regarding TAA and AB1 compliance.

100% Review for accuracy to ensure compliance with TAA and AB1 requirements.

Positive: Continued Performance Eligibility.

Negative: Potential Cancellation

Monthly Reports

The contractor shall submit a monthly report detailing delivery times.

The report shall be submitted by the 15th day after that month has ended.

100% Review of report for accuracy and comparison to the numbers by the OMS system.

Positive: Continued Performance Eligibility.

Negative: Potential Cancellation

Weekly Reports

The contractor shall submit weekly backorder reports and large order reports.

100% Review of report by the Contracting Officer, COR and PMO.

Positive: Continued Performance Eligibility.

Negative: Potential Cancellation

Quarterly Reports

The contractor shall submit a quarterly report detailing delivery times including analysis of their performance.

Provide explanations and justifications if not in compliance with contract requirements.

97.5% Review of report by the Contracting Officer, COR and PMO.

Positive: Continued Performance Eligibility.

Negative: Potential

Quarterly Reports

The contractor shall submit a quarterly Inventory Report including stock on hand and due-in for each NSN. Provide the stock out rate (percentage of NSNs with no stock on hand). Provide explanations and justifications if not in

97.5% Review of report by the Contracting Officer, COR and PMO.

Positive: Continued Performance Eligibility.

compliance with contract requirements.

Quarterly Reports

The contractor shall submit a quarterly Inventory Report of High Demand* NSNs including stock on hands and due in for each NSN. Provide the stock out rate. Provide explanations and justifications if not in compliance with contract requirements.

(*High Demand – NSNs that make up 80% of total sales)

97.5% Review of report by the Contracting Officer, COR and PMO.

Positive: Continued Performance Eligibility.

Yearly Reports

The contractor shall submit C-SCRM reports in accordance with the

PWS.

100% No later than 60 calendar days before the end of each contract year.

Positive: Continued Performance Eligibility.

Negative: Potential Cancellation

Security Controls

All security controls are strictly adhered to.

100% Random inspection Positive: Continued Performance Eligibility.

Negative: Potential Cancellation

Yearly Site Visits by CO, COR, and

PMO

Warehouse inspection of all NSN's, boxes, pallets, etc. for TAA and mandatory sourcing compliance.

100% Random inspection with 3 calendar days’ notice.

Positive: Continued Performance Eligibility.

Negative: Potential Cancellation

Customer Service Response Time

The contractor shall respond to customer inquiries, complaints, or issue resolutions within 48 hours on business day.

95% Review of response times through emails logs, help desk tickets, and customer feedback.

Positive: Continued Performance Eligibility.

Negative: Potential Cancellation

Returns and Defective Items Management

The contractor shall process and resolve return and defective item claims within 10 business days of notification.

97% Random audits and customer complaint tracking

Positive: Continued Performance Eligibility.

7. PERFORMANCE ASSESSMENT

The government shall inspect and evaluate the contractor’s performance to ensure services are received in accordance with requirements set forth in this solicitation. The COR will use the contractor’s work schedule or modified version thereof to record validation results. Results of the validation then become the official record of the Contractor’s performance. When a performance threshold has not been met or contractor performance has not been accomplished, the COR will initiate and provide the CO a Performance Assessment Report (PAR) for issuance to the contractor. The contractor shall respond to the PAR instructions provided and return it to the CO within 10 calendar days of receipt. The government will rely to the maximum extent on the Contractor’s Quality efforts to ensure requirements are met with periodic validation of the contractor quality system by the COR.

8. QUALITY CONTROL

The contractor shall develop and maintain a quality control program/plan to ensure compliance with the requirements set forth in the solicitation and listed in Section 4 of this QASP. The contractor shall develop and implement procedures to identify, prevent, and ensure nonperformance and continual repeat of defective service does not occur.

9. SURVEILLANCE TECHNIQUES/INSPECTION

In an effort to minimize the performance management burden, simplified surveillance methods shall be used by the Government to evaluate Contractor performance when appropriate. The primary methods of surveillance are:

Random monitoring – Monitoring shall be performed by the CO, CS, or COR as the designated inspectors.

Periodic Inspection – CO, CS, or COR shall typically perform periodic inspections on a monthly basis, but may be at varied intervals, as deemed necessary.

User Survey - Random survey is conducted to solicit user satisfaction.

Customer feedback/complaints – If customer feedback/complaints are received or indicated, the CO, CS, or COR shall inspect performance of services to resolve and/or document the feedback or incident.

10. 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.

Performance management drives the contractor to be customer focused through initially and internally addressing customer complaints and investigating the issues and/or problems but the customer always has the option to communicate complaints to the CO or CS as opposed to the contractor.

Customer complaints, to be considered valid, must be set forth clearly and in writing the detailed nature of the complaint, must be signed, and must be forwarded to the COR.

Customer feedback may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints.

11. CUSTOMER COMPLAINTS

Exceeding the threshold for performance objectives in any one-month period shall result in a warning or letter of concern from the CO. Exceeding the p threshold for performance objectives for any two, or more consecutive or non-consecutive months during a contract period shall constitute an immediate Progress Meeting with the CO, CS and COR.

12. RATINGS

Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used:

POSITIVE: Performance significantly exceeds contract requirements to the Government’s benefit.

NEUTRAL: Performance meets contractual requirements.

NEGATIVE

OUTCOME: Performance does not meet contractual requirements.

13. DOCUMENTING PERFORMANCE

The CO, CS, or COR will be documenting performance using the ratings listed above in Section 12 and that are listed throughout this document.