Attachment 4-Quality Assurance Surveillance Plan.pdf

Section 04 00 00 Quality Assurance Surveillance

Plan (QASP) Contract # _______________________

1. Purpose

1.1. The purpose of this document is to provide guidance on

administering subject contract such that the best possible quality in performance can be assured through appropriate surveillance and addressing of any performance failures as appropriate.

1.2. The contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract. The role of the Government is quality assurance to ensure contract standards are achieved. It is also used for assessing contractor’s overall performance, both the good and the bad, which will be used to determine future contract actions with a company (e.g. exercising of options, determining contractor responsibility, and past performance for future awards).

2. Surveillance Procedures

2.1. The Government may inspect and evaluate the Contractor’s performance to ensure Services are received in accordance with requirements in this contract. The Government will use the Contractor’s work schedule, to record validation results. Results of the validation then become the official Government record of the Contractor’s performance. When a performance threshold has not been met or Contractor performance has not been accomplished, the Government will initiate a Contract Discrepancy Report (CDR) for issuance to the Contractor. The Contractor shall respond to the DS-FCIE Contract Officer Representative (COR) or designee within 10 calendar days of receipt.

2.2. Periodic Validations. The government will evaluate the contractor’s work on a scheduled basis during performance of the Service. Any unsatisfactory inspection (defect) result shall be recorded, and the Contractor shall re- perform the service within 24 hours of notification or a mutually acceptable time frame.

2.3. Complaints. The Government will receive and investigate

complaints. The Government will be responsible for initially validating customer complaints. The DS-FCIE COR shall make final determination of the validity of customer complaint(s) in cases of disagreement with the COR designee and the Contractor. For validated customer complaints of inadequate Service as stated in the Contract, the Contractor shall provide a written corrective action plan within 48 hours of notification.

2.4. Documenting Surveillance.

2.4.1. Progress Meetings. The COR or designees, and the

Contractor shall periodically meet to discuss the Contractor’s performance. The following issues shall be discussed;

opportunities to improve the contract, any modifications required of the contract, unsatisfactory inspections and valid customer complaints against each performance objective observed and steps taken by the Contractor to prevent occurrences in the future.

2.4.2. Contractor may be asked to provide a summation of

unsatisfactory inspections and customer complaints and provide insight into any identified trends. The minutes of these meetings will be prepared in writing by the COR or designee and any other signatures as deemed appropriate, distributed to the functional area Leads, COR and the Contractor. Should the Contractor not concur with the minutes, the Contractor shall provide a written notification to the COR and Contracting Office identifying areas of non-concurrence for resolution.

2.4.3. All documentation resulting from surveillance must be made part of the contract file.

3. Surveillance Plan Summary

The Surveillance Plan Summary is the list of performance objectives and standards that must be performed by the contractor. This details the method of surveillance the COR will use to validate and inspect these performance elements. Inspection of each element will be documented in the COR file.

3.1. Deliverable: Services received as stated and in accordance with this contract.

3.2. Standard: Specific to the requirements as stated in the contract.

3.3. Measurement Universe: Satisfactory completion of all corrections defined as discrepancies during surveillance.

3.4. Acceptable Performance Metric: Successful performance of equipment, facility or related product identified in the Service contract consistent with normal operational features of the item and to the satisfaction of the COR or designee. This will include any training if identified in the contract.

3.5. Method of Surveillance: 100% or as defined in the Service contract.

4. Performance Standards

Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards.

The Performance Requirements Summary Table includes performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

Performance Requirements Summary (PRS) Table

Required Service

Performance Standard

Acceptable Quality Level

(AQL)

Method of Surveillance

Actions if AQL is not satisfied

(001) Restore existing system, equipment, and components to full operation by repair processes by callouts either routine or emergency.

System, component, and equipment repairs are completed.

Repairs are completed on time and all repaired items perform to full nominal operation.

Project Engineer (PE) and/or Project Manager (PM) surveillance; final test-verification measured data results on each item of work;

verify all repairs are complete, and (b) operational.

COR review of PE/PM report verifies all work is complete and final tests are consistent with task order requirements.

Additional work effort or re-performance of work to ensure final tests and observations show that work items are fully operational;

negative past performance record.

(002) Perform daily/monthly/qu arterly/annual maintenance of equipment.

System and its components are to undergo maintenance defined by the equipment O&M and the PWS

Maintenance is to be completed on time and in accordance to equipment O&M and the PWS.

Project Engineer (PE) and/or Project Manager (PM) surveillance; final test-verification measured data results on each item of work;

verify all specified maintenance items have been completed by (a) report of maintenance performed.

COR review of PE/PM report verifies all work is complete with task order requirements.

Additional work effort or re-performance of work to maintenance items are completed;

negative past

(003) Service Calls

The contractor shall respond to service calls as required. During normal duty hours the contractor shall respond to a service call within fifteen minutes of notification by the Government. Service call work includes but is not limited to monitoring space temperatures, adjusting thermostats and air flows, start/stopping equipment, addressing leaks and clogs, etc. Service calls shall be performed Monday through Friday from 0600 to 1600 hours, and from 0630 to 1200 hours Saturday. Service calls not requiring subcontractor labor, equipment, or repair parts shall be resolved within four hours. If the contractor is unable to resolve the service call within four hours, the contractor shall provide a schedule detailing when the service call will be resolved.

Contractor is onsite and responds in the period of time the standard indicates.

Log the time of the initial call and compare it to the response time.

Negative past

(004) Emergency Service

The contractor shall furnish emergency service as required. During normal duty hours the contractor shall respond to an emergency service request in fifteen minutes. During non-normal duty hours the contractor shall respond to an emergency service request within one hour.

Under emergency conditions the contractor shall work continuously to restore service. If a major problem is detected the contractor shall work continuously until the equipment is repaired, stabilized or the contractor is released by the Government representative.

Contractor is onsite and responds in the period of time the standard indicates.

Log the time of the initial call and compare it to the response time.

Negative past

5. Roles and Responsibilities

The following personnel shall oversee and coordinate surveillance activities.

Project Manager (PM) / Designee - The PM specific to this Service

Contract: Name: Kent Klingler Organization: DLA Installation Management Telephone: 614-692-2926 Email: Kent.Klingler@dla.mil

Contracting Officer’s Representative (COR) - The COR or PM is responsible for providing technical oversight of the Contractor’s performance.

Assigned COR: Mark Bayless Organization: DLA Installation Management Telephone: 614-692-7235 Email: Mark.Bayless@dla.mil

Personnel, other than Contracting Officers and CORs, may from time-to-time observe or inspect Contractor performance. However, these personnel may not interfere with Contractor performance. Spot inspections will occur.

Discrepancies will be noted on QA form and may be used as the basis for corrective action.

6. Contractor

Name:

Contract Number:

Telephone:

POC:

Email:

7. Performance Reporting

Please note: The Performance Assessment Report (PAR), Part I, must be completed by the PM. The Customer Complaint Record and Corrective Action Report (CAR) completed as necessary by the PM.

7.1. Performance Assessment Report (PAR):

The PM will complete the PAR, Part I (Parts II and III as necessary) after services have been completed by the Contractor and forward to the COR.

7.2. Customer Complaint Record:

The PM will complete only as necessary and forward to the COR.

7.3. Corrective Action Report (CAR):

The PM will complete only as necessary and forward to the

COR

PERFORMANCE ASSESSMENT REPORT (PAR)

PART I. PERFORMANCE MUST BE COMPLETED BY THE PM AND FORWARDED TO THE COR AFTER SERVICES HAVE BEEN

COMPLETED.

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. PROGRAM MANAGER’S (PM) NAME

5. PHONE

6. DATE WORK COMPLETED

7. (CHECK ALL BOXES THAT APPLY)

NEW

REPEAT

DEFICIENCY

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH ITEM REVIEWED

9. BRIEF DESCRIPTION OF DEFICIENCY (IF DEFICIENCY BOX WAS

CHECKED)

10. DETAILED PERFORMANCE ASSESSMENT

11. REVIEWED AND APPROVED BY COR / SIGNATURE AND DATE

PART II. CONTRACTOR VALIDATION PM ONLY COMPLETE AS NECESSARY.

12. CONTRACTOR REPRESENTATIVE CONCUR NON-CONCUR 13. CORRECTIVE ACTION ESTIMATED COMPLETION DATE

14. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON FOR

NON-CONCURRENCE OF PROGRAM MANAGER’S CITED DEFICIENCY

PART III. ACTION CORRECTED PM ONLY COMPLETE AS NECESSARY.

15. CONTRACTOR REPRESENTATIVE REMARKS

16. CONCUR NON-CONCUR PROGRAM MANAGER’S (PM) NAME AND DATE

17. PROGRAM MANAGER’S (PM) REMARKS (REQUIRED)

18. REVIEWED AND APPROVED BY COR / SIGNATURE AND DATE

(4/28/15)

CUSTOMER COMPLAINT RECORD

1 .DATE/TIM E OF COMPLAINT

SOURCE OF COMPLAINT

2. ORGANIZATION 3. BUILDING NUMBER 4. INDIVIDUAL 5. PHONE NUMBER

6.NATURE OF COMPLAINT

7. CONTRACT REFERENCE

8.VALIDATION

9.DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

10.ACTION TAKEN BY CONTRACTOR

11.RECEIVED/VALIDATED BY PROGRAM MANAGER (PM) / SIGNATURE AND DATE

CORRECTIVE ACTION REPORT (CAR)

1. CONTRACTOR

2. CONTRACTOR REPRESENTATIVE

3. CONTRACT NUMBER

4. TYPE OF SERVICE

5. ORGANIZATION

6. DATE DEFICIENCY CORRECTED

7. DEFICIENCY

FINDING:

FINDING IMPACT:

PLEASE RESPOND WITH A WRITTEN CORRECTIVE ACTION PLAN THAT DETAILS THE CORRECTIVE ACTION OF THE CITED DEFICIENCY, THE CAUSE OF THE DEFICIENCY, AND ACTIONS TAKEN TO PREVENT RECURRENCE.

8. REVIEWED BY PROGRAM MANAGER / SIGNATURE AND DATE

9. COR DETERMINATION / SIGNATURE AND DATE

ACCEPTED REJECTED