Attachment B QASP.docx

QASP Template

NOTES ON USING THIS TEMPLATE:

This template has been developed to assist requiring activities with creating a Quality Assurance Surveillance Plan (QASP). The purpose of the QASP is to provide the Government and contractor with evaluation criteria that determines whether or not the performance standards for a specific contract have been met.

TO FINALIZE THIS DOCUMENT:

Complete as much development of the QASP as possible before contract award. Since the winning offeror; their key staff; and final performance standards are not known until after award, the QASP will remain in draft form until the contract is awarded. Upon contract award, you should complete this QASP and perform the following steps.

1. Remove this introductory instruction box and any other remaining instruction boxes throughout the document (click on the border of the box and press the Delete key on your keyboard).

2. Remove all ‘< >’ markers. You should do this for each comment / explanation / instruction as you progress through this template. If not, using Word’s FIND feature may make this task easier (Edit, Find).

3. Remove this introductory instruction box and any other remaining instruction boxes throughout the document (click on the border of the box and press the Delete key on your keyboard).

4. Remove all ‘< >’ markers. You should do this for each comment / explanation / instruction as you progress through this template. If not, using Word’s FIND feature may make this task easier (Edit, Find).

5. Remove all highlighting. Select your entire document (Edit, Select All). On the highlighting icon on your toolbar, click on the pull-down arrow and select ‘None’ to remove all highlighting.

6. Spell-check your document (Tools, Spelling and Grammar).

7. If your document is set to display ‘Track Changes’, please accept all changes before saving your final version.

8. Your document will be complete.

This template should be TAILORED to meet your specific requirements. Before proceeding, please select a unique file name and save the file on your computer. The following guidelines are provided for using this template:

Instructions, explanations, and comments are embedded throughout this template in two forms:

AND

< User input guidance looks like this. >

All instruction boxes and user input guidance must be removed before finalizing this document. To remove instruction boxes, click on the border of the box and press the ‘Delete’ key on your keyboard. Where user input guidance offers a choice or presents optional language, delete only those options that do not apply and remove the ‘< >’ markers and highlighting from the applicable choices.

QUALITY ASSURANCE SURVEILLANCE PLAN

Version – June 2010

For Hospital Beds Maintenance Contract Number: < upon award, enter contract number> Contract Description: Preventive and Corrective Maintenance Contractor’s name: < upon award, enter contractor name > (hereafter referred to as the contractor).

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.

What will be monitored.

- The maintenance of the hospital beds is what is being monitored, monitored by NMCP with the use of aid DMLSS and Field Service Report (FSR) from the vendor/tech; the FSR will be submitted and documented in the DMLSS database.

How will monitoring take place.

-Monitoring will take place by the contractor service reports, DMLSS data sampling by COR, and random physical spot checks by BMET personnel.

Who will conduct the monitoring.

-The COR shall monitor date of receipt and completeness of service reports, log of calls and verify response times via DMLSS documentation, review DMLSS data for compliance and review DMLSS data, service log and service reports for compliance.

How will monitoring efforts and results be documented.

-The maintenance will be monitored with the use of aid DMLSS and Field Service Report (FSR) from the vendor/tech; the FSR will be submitted and documented in the DMLSS database.

-Medical equipment essential to the healthcare delivery mission is properly maintained ensuring a safe environment of care for visitors and staff alike.

-Accurate and timely submission of information critical for effective program management and Contractor performance evaluation.

-Response time for corrective maintenance calls.

-Equipment critical to healthcare delivery is operational and available for use as required.

-Equipment post-service event status -All work shall be completed during normal work hours.

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 contract type:

52.246-4 Inspection of Services – Fixed-Price

2. PERFORMANCE STANDARDS.

-Preventive maintenance for all medical equipment under this contract is completed on or before the scheduled date.

-Management Reports of previous month activity should be submitted NLT 15th of the following month.

-Telephone contact within 2 hours and on-site within 24 hours.

-Equipment listed in Attachment 1shall be fully functional.

-Upon completion of each preventive maintenance visit and each corrective maintenance visit, field service personnel shall submit a signed service report to the BIOMED Department.

-No work outside of established work hours.

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 Matrix, paragraph <enter number> in the Performance Work Statement includes performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

-Preventive maintenance for all medical equipment under this contract is completed on or before the scheduled date.

3. METHODS OF QA SURVEILLANCE.

-Contractor service reports, DMLSS data sampling by COR, and random physical spot checks by BMET personnel.

-COR shall monitor date of receipt and completeness of service reports.

-COR shall review log of calls and verify response times via DMLSS documentation.

-COR shall review DMLSS data for compliance.

-COR shall review DMLSS data, service log and service reports for compliance.

Various methods exist to monitor performance. The COR shall use the surveillance methods listed below in the administration of this QASP.

Regardless of the surveillance method, the COR shall always contact the contractor's task manager or on-site representative when a defect is identified and inform the manager of the specifics of the problem. The COR, with assistance from the COD KS, shall be responsible for monitoring the contractor’s performance in meeting a specific performance standard/AQL.

-100% completion of service reports related to equipment under contract. To include UTL, PM completion percentage, Awaiting Parts, and Operator Errors.

-Contractor shall be compliant 95% of the time for both telephone and on-site responses.

-Contractor shall provide an overall uptime for all equipment listed in Attachment 1 at or above 95%, based on a 6 month rolling average.

-Contractor shall be compliant 95% of the time for providing signed service report to COR.

-100% completion of work during normal work hours.

a. DIRECT OBSERVATION. (Can be performed periodically or through 100% surveillance.)

-100% completion of service reports related to equipment under contract. To include UTL, PM completion percentage, Awaiting Parts, and Operator Errors.

b. MANAGEMENT INFORMATION SYSTEMS (MIS). (Evaluates outputs through the use of management information reports. Best used for general surveillance and may need to be supplemented by periodic inspections.)

-Contractor shall be compliant 95% of the time for both telephone and on-site responses.

c. VALIDATED USER/CUSTOMER COMPLAINTS. (Relies on the user of the service to identify deficiencies. Complaints are then investigated and validated. Highly applicable to services provided in quantity and where quality is highly subjective.)

-Contractor shall provide an overall uptime for all equipment listed in Attachment 1 at or above 95%, based on a 6 month rolling average.

d. 100% INSPECTION. (Evaluates all outputs. Most applicable to small quantity, but highly important services. May be used where there are written deliverables and stringent requirements such as tasks required by law, safety, or security.)

-Contractor shall be compliant 95% of the time for providing signed service report to COR.

g. PERFORMANCE REPORTING. (Evaluate metrics for a specific time period. Develop metrics or use metrics found in MIS.)

-100% completion of work during normal work hours.

Surveillance results may be used as the basis for actions (to include payment deductions) against the contractor. In such cases, the Inspection of Services clause in the Contract becomes the basis for the KO’s actions.

4. 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:

Example 1:

5. DOCUMENTING PERFORMANCE.

Performance will be documented in writing using the attached Performance Report. Documentation must be accurate and thorough. Completeness, currency, and accuracy support both satisfactory and unsatisfactory performance.

a. ACCEPTABLE PERFORMANCE.

The Government shall document positive performance. A report template is attached. Any report may become a part of the supporting documentation for fixed fee payments, award fee payments, or other actions.

b. UNACCEPTABLE PERFORMANCE.

When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR shall document the discussion and place it in the COR file.

When the COR determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR), and present it to the contractor's task manager or on-site representative. A CDR template is attached to this QASP.

The contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the contractor has to present this corrective action plan to the COR. The Government shall review the contractor's corrective action plan to determine acceptability.

Any CDRs may become a part of the supporting documentation for contract payment deductions, fixed fee deductions, award fee nonpayment, or other actions deemed necessary by the KO.

If you have any questions or concerns, please reach out to the contracting officer of this contract.

PERFORMANCE REPORT

1. CONTRACT NUMBER: <insert number>

2. Prepared by: (Name of COR) <insert name>

3. Date and time of observation:

4. Observation:

<Examples of items to include in a report are:

- Method of surveillance.

- How frequently you conducted surveillance.

- Surveillance results.

- Number of observations.>

Prepared by: <Enter COR’s name>

CONTRACT DISCREPANCY REPORT (CDR)

1. Contract Number: <insert number>

2. TO: (Contractor Task Manager or on-site representative) <insert name>

3. FROM: (Name of COR) <insert name>

4. Date and time observed discrepancy:

5. DISCREPANCY OR PROBLEM:

<Describe in detail. Identify any attachments.>

5. Corrective action plan:

A written corrective action plan < is / is not > required.

< If a written corrective action plan is required include the following. > The written Corrective Action Plan will be provided to the undersigned not later than < # days after receipt of this

CDR. >

Prepared by: <Enter COR’s name>

Received by:

< The COR may initiate a CDR at any time, including whenever the number of monthly recorded defects for a performance standard exceeds the allowable number of defects; anytime unacceptable performance is determined critical in nature and requires formal corrective action; and whenever an unfavorable trend is detected in contractor performance.> image1.wmf image10.wmf