ATTACHMENT F -QASP.docx

ATTACHMENT F

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

The contractor will be evaluated in accordance with the following QASP.

For: North Battlefield HCC in Chesapeake

Contract Number: ________________________

Contract Description: Dental laboratory service for removable dentures

Contractor’s 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:

1. What will be monitored.

1. How monitoring will take place.

1. Who will conduct the monitoring.

1. 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.

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

2. GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel will oversee and coordinate surveillance activities.

a. Contracting Officer (CO) - The CO will ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and will safeguard the interests of the United States in the contractual relationship. The CO will also ensure 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: John Harmsen / 757-722 9961 / john.harmsen@va.gov

b. Contracting Officer’s Representative (COR) - The COR is responsible for technical administration of the contract and will ensure proper Government surveillance of the contractor’s performance. The COR will keep a quality assurance file. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf.

Assigned COR: TBD

3. CONTRACTOR REPRESENTATIVES

The following employees of the contractor serve as the contractor’s program manager for this contract.

a. Program Manager – ____________________________

b. Other Contractor Personnel ___________________________________ (name and title)

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 are listed below. The Government will use these standards to determine contractor performance and will compare contractor performance to the Acceptable Quality Level (AQL).

Timeliness:

The Contractor will meet timeframes specified in the Performance Work Statement (PWS) Para B.3.

Contractor will complete denture steps or finish product within the allowed timeframe outlined in the PWS.

98%

COR will track pick-up and return of packages

Incentives: Favorable contactor performance evaluation.

Disincentive: Unfavorable contractor performance evaluation.

A Contract Discrepancy Report (CDR) may be issued on the first instance of failure to provide the acceptable level of service.

Flawed Product Contractor will rework all flawed products within the allowed time frame specified in PWS. Para B.3, D.

Contractor will rework flawed products within the allowed timeframe outlined in the PWS

98%

A Contract Discrepancy Report (CDR) may be issued on the first instance of failure to provide the acceptable level of service.

Contractor will provide Case Consultation within 24 hours of request as specified in the PWS.

Contractor will provide Case Consultation within 24 hours of the request

A Contract Discrepancy Report (CDR) may be issued on the first substantiated instance of failure to provide the acceptable level

A Contract Discrepancy Report (CDR) may be issued on the first substantiated instance of failure to provide the acceptable level

5. INCENTIVES/DISINCENTIVES

The Government will use favorable contractor performance evaluations as incentives. The Government will report unfavorable contractor performance as disincentives. Disincentives will include documentation on any performance issues. If repetitive or consistent the government will take further corrective action or begin termination procedures.

Incentives/disincentives will be based on exceeding, meeting, or not meeting performance standards.

6. PROCEDURES/METHODS OF QA SURVEILLANCE

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

a. COR Observation.

b. Complaints. Any complaint data is reviewed by the CO/COR – any validated complaints against a contractor will be further investigated.

7. 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 will be used to determine a positive, neutral, or negative outcome. The following ratings will be used:

Positive outcome: No more than 1 incident of not meeting the performance standard during the period of performance.

Neutral outcome: No more than 3 incidents of not meeting the performance standard during the period of performance

Negative outcome: More than 3 incidents of not meeting the performance standard during the period of performance.

8. DOCUMENTING PERFORMANCE

a. ACCEPTABLE PERFORMANCE

The Government will document positive performance. Any report may become a part of the supporting documentation for any contractual action.

b. UNACCEPTABLE PERFORMANCE

When unacceptable performance occurs, the COR will inform the Contracting Officer (CO). This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR and the CO will document the discussion and place it in their respective files.

When the COR determines formal written communication is required, the COR will prepare a Contract Discrepancy Report (CDR), and present it to the CO. The CO will in turn review and submit it to the contractor's program manager for corrective action.

The contractor will 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 will correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the contractor must present this corrective action plan to the CO and COR. The Government will review the contractor's corrective action plan to determine acceptability.

Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO.

9. FREQUENCY OF MEASUREMENT

a. Frequency of Measurement.

During contract performance, the COR will periodically analyze whether the frequency of surveillance is appropriate for the work being performed.

b. Frequency of Performance Assessment Meetings.

The COR will meet with the contractor monthly to assess performance and will provide a written assessment.

<After award, both the contractor’s Program Manager and the COR will this document>

Signature – Contractor Program Manager

Contracting Officer’s Representative