Attachment 5 - Quality Assurance Surveillance Plan.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

NAVAL SPECIAL WARFARE COMMAND

NSW Preparatory Course Training and Support Services

1.0 PURPOSE

This Quality Assurance Surveillance Plan (QASP) is a Government developed and applied document used to make sure that systematic quality assurance methods are used in the administration of the Performance Based Service Contract (PBSC) standards included in the task order. The intent is to ensure that the Contractor performs in accordance with performance metrics set forth in the documents, that the Government receives the quality of services called for in the task order and that the Government only pays for the acceptable level of services received.

2.0 AUTHORITY

Authority for issuance of this QASP is provided under FAR 52-212-4(a), Inspection/Acceptance, which provides for inspections and acceptance of the articles, services, and documentation called for in the contract to be accomplished by the Contracting Officer or their duly authorized representative.

3.0 SCOPE

The Contractor, and not the Government, is responsible for management and quality control actions necessary to meet quality standards set forth by the contract. The QASP is put in place to provide Government surveillance oversight of the Contractor’s quality control efforts to assure that they are timely, effective and are delivering the results specified in the contract. The QASP is not a part of the task order nor is it intended to duplicate the Contractor’s Management Plan. The Government may provide the Contractor an information copy of the QASP as an Attachment to the solicitation to support the Contractor’s efforts in developing its plan for maintaining the levels of quality anticipated to be delivered under the terms of the task order.

4.0 RESPONSIBILITIES

The Government resources shall have responsibilities for the implementation of this QASP as follows:

• Contracting Officer – The Contracting Officer ensures performance of all necessary actions for effective contracting, ensures compliance with the terms of the task order and safeguards the interests of the United States in the contractual relationship. It is the Contracting Officer that assures the Contractor receives impartial, fair and equitable treatment under the task order. The Contracting Officer is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

• Contracting Officer’s Representative (COR) – An individual designated in writing by the Contracting Officer to act as his authorized representative to assist in administering the task order. The source and authority for the COR is the Contracting Officer. COR limitations are contained in the written letter of appointment.

5.0 METHODS OF QA SURVEILLANCE

The below listed methods of surveillance shall be used in the administration of this QASP. The QASP Matrix describes the methods of surveillance that may be used to monitor the services and deliverables to be provided under the task order.

• Random Checks/Inspections by the COR – Random checks will be conducted to ensure compliance with Performance Work Statement requirements. The COR, and/or other NSW Preparatory Course designated representatives will conduct the random monitoring.

• Customer Feedback – Customer feedback may be obtained from the results of formal customer satisfaction surveys or from random customer complaints. Additionally, customer feedback will be collected through signed written customer complaints, which will clearly state the detailed factors of the deficiencies. The Contractor shall maintain a summary log of all formally received customer complaints as well as a copy of each complaint in a documentation file.

6.0 IDENTIFIED QA SURVEILLANCE ITEMS

The items that have been identified for surveillance are identified in the Performance Requirements Summary (PRS).

7.0 DOCUMENTATION

The COR will maintain a complete Quality Assurance Surveillance file. The file shall contain such documents as copies of all receiving reports, evaluations, recommendations, and any other actions related to the Government’s performance of the quality assurance function. All such records will be retained for the life of the task order. The COR shall forward these records to the Contracting Officer at termination or completion of the task order. At a minimum, the Quality Assurance Surveillance file shall contain:

• Copies of letters of appointment for the COR.

• A copy of the contract, task order and all modifications.

• A copy of the QASP and all subsequent revisions.

• The names and titles of individuals on the task order administration team.

• A record of all accepted receiving reports, required documentation with the submission of each receiving report, and reviews and verifications of individual travel journals.

• Memoranda for the record or minutes of any pre-performance meetings or conferences.

• Memoranda for the record or minutes of any meetings or discussions with the contractor, or others, pertaining to the contract or contract performance or changes to the PWS, to include all required deliverables.

8.0 ANALYSIS OF CONTRACTOR PERFORMANCE

An analysis of contractor performance shall be conducted at the end of each quarter and a summary of the Contractor’s performance provided to the Contracting Officer and the Contractor. The analysis will use Contract Performance Assessment Reporting System (CPARS) evaluating ratings definitions to assess contractor performance against prescribed measurements/metrics for each deliverable or service requirement in the QASP Matrix. Additionally, the COR, Contractor, and Contracting Officer will complete annual reviews. Overall performance is important in determining whether to increase, decrease or maintain the current level of surveillance and/or whether to initiate corrective action to bring the Contractor’s work up to the standards of the specification.

9.0 PERFORMANCE EVALUATION MEETINGS

The Contractor’s Program Manager shall meet with the COR when necessary. The purpose of these meetings will be to review the Contractor’s performance and Contractor reports issued during the period. A mutual effort will be made to resolve all problems identified. `

Quality Assurance Surveillance Plan (QASP) – PERFORMANCE REQUIREMENTS SUMMARY (PRS)

Deliverable or Service Requirement Performance Standards Method of

Surveillance Frequency Acceptable Quality Level Procedures to be taken when performance standards are not met

PRS # 1. Qualified and Trained

Personnel. The Contractor provides sufficient and adequately trained workforce to support and provide the training services required by the PWS.

Manage day to day operations and activities to ensure successful compliance with the contract. This includes but is not limited to providing adequate staffing, managing workload, training, retention and supporting each activity as prescribed by the PWS in a complete and professional manner.

COR

Observation, Customer feedback.

As Required

No instances of providing personnel who do not have the technical skill to support the courses required by the PWS.

Positive/Negative CPARS ratings

Inspection/Acceptance and FAR Clause 52.212-4(a) and Termination for Cause FAR Clause 52.212-4(m) and 52.246-4 Inspections of Services.

PRS # 2 Quality Services. The Contractor is synergistic, proactive, and nimble enough to provide continuous support through the course evolutions required.

Manage daily operations and activities to ensure successful completion of course evolutions. The Contractor demonstrates reasonable and cooperative behavior, a commitment to customer satisfaction, and a concern for the interest of the customers.

COR

Observation, Customer feedback.

As Required

No more than 2 valid complaints per year

Same as above.

PRS # 3

Administrative Tasks.

The Contractor provides the necessary management and oversight necessary to comply with the administrative requirements of the PWS. This includes

Collateral functions are conducted in a manner that Government property is safeguarded at all times to avoid loss or damage to property and quality personnel replacements are arranged in a timely manner such that there is no degradation of services.

COR

Observation, Customer feedback.

As Required

Collateral duties are performed in a manner that maintains the current pace of course of instructions and no instances of damage or loss to Government property due to contractor negligence are reported.

Same as above.

Deliverable or Service Requirement Performance Standards Method of

Surveillance Frequency Acceptable Quality Level Procedures to be taken when performance standards are not met logistic support functions and timely submission of deliverables and invoicing.

Contractor submits deliverables and invoices in a timely manner.

Deliverables, inclusive of curriculum updates, are submitted in the required time frame and in accordance with the procedures of the PWS. No more than two complaints relating to timely submission of deliverables.