Contract Attachment 4 Quality Assurance Plan (QASP) Gunsmith Services.pdf

FEDERAL BUREAU OF INVESTIGATION

FINANCE AND FACILITIES DIVISION | PROCUREMENT SECTION

QUALITY ASSURANCE SURVEILLANCE PLAN

GUNSMITH SERVICES

Gunsmith Services Quality Assurance Surveillance Plan Version 1.0 Page 1

Contract Number: <upon award, enter contract number>

Contract Description: Gunsmith services to repair, rebuild, maintain, refinish, machine, inventory, and secure FBI Agent issued weapons, FBI approved Personally Owned Weapons (POW), Hostage Rescue

Team (HRT) / Critical Incident Response Group (CIRG) / National Tactical Training Unit (NTTU) weapons and special project efforts to include other weapon sets throughout the FBI.

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.

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 clause applies:

52.246-6 Inspection of Services – Time-and-Material and Labor-Hour

2. Authority

Authority for issuance of this QASP is provided under Part 46 of the Federal Acquisition Regulation, Inspection of Services clauses, which provides for inspection, acceptance and documentation of the service called for in the contract or order. This acceptance is to be executed by the contracting officer or a duly authorized representative.

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3. 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: <enter name>

Organization or Agency: <enter organization or Agency name>

Telephone: <enter number>

Email: <enter address>

b. 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 any changes they deem may affect contract price, terms, or conditions to the KO for action.

Assigned COR: <enter name>

Telephone: <enter number>

Email: <enter address>

c. Other Key Government Personnel - <enter name or delete these lines if not applicable. This may include Program Manager, Performance Monitors, Inspectors, etc. who assist the COR to monitor performance across different locations.>

Title: <enter title>

Telephone: <enter number>

Email: <enter address>

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4. Contractor Representatives:

The following employees of the contractor serve as the contractor’s Program Manager and Task Manager for this contract. <Communication should occur with them during QASP development. It will help if they review the draft QASP and accept the final version.>

a. Program Manager - <upon award, enter name>

Telephone: <enter number>

Email: <enter address>

b. Task Manager - <upon award, enter name>

Telephone: <enter number>

Email: <enter address>

c. Other Contractor Personnel - <upon award, enter name or delete these lines if not applicable>

Title: <enter title>

Telephone: <enter number>

Email: <enter address>

5. Performance Requirements

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

Performance objectives define the desired outcomes. Performance Standards define the level of service required under the contract to successfully meet the performance objective. The inspection methodology defines how, when, and what will be assessed in measuring performance. The Government performs surveillance, using this QASP, to determine the quality of the contractor’s performance as it relates to the performance element standards.

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Performance Objective

Performance Standard & Frequency

Performance Threshold

Method of Surveillance

Incentive/ Disincentive

1. The contractor shall inspect the weapon and identify any mechanical problems IAW Section 3.1

Inspect, and identify mechanical problems per individual task order.

Frequency:

Monthly

Zero deviation Observation and 100% inspection of reports

Positive or Negative CPARS assessment

2. The contractor will rebuild or refinish firearms including complete weapon disassembly, sandblasting, and refinishing. IAW Section 3.2

The Contractor will rebuild and refinish firearms to complete working order.

Frequency:

Monthly

Zero deviation 100% inspection Positive or Negative CPARS assessment

3. Safely inspect, disassemble, and perform weapon inspections and maintenance in a high-volume environment, performing repetitious tasks and assignments, and meet established deadlines. Section 3.3

The Contractor will meet established deadlines of work assigned from Section 3.3

Frequency:

As required

Zero deviation Observation Positive or Negative CPARS assessment

4. The contractor shall support inventories of firearms and

The Contractor will finalize inventory and complete shipping

Zero deviation Observation Positive or Negative CPARS assessment

Gunsmith Services Quality Assurance Surveillance Plan Version 1.0 Page 5 related material.

The contractor will assist in the shipping and receiving of weapons and supplies. Section 3.4 and receiving by the due dates.

Frequency:

As Required

5. The contractor shall conduct requirements in Section 3.6 Special Projects.

The Contractor will resolve weapon issues and prepare trainee weapons in support of New Agent Training quarterly qualifications

Frequency:

As required for issues and quarterly for training

Zero deviation Observation and 100% inspection of reports

Positive or Negative CPARS assessment

6. Methods of Quality Assurance Surveillance.

Various methods exist to monitor performance. The COR will use the surveillance methods listed below but are not limited to only these methods of surveillance.

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 shall be responsible for monitoring the contractor’s performance in meeting a specific performance standard.

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

100% Inspection –This is an inspection method whereby all outputs are monitored. This method provides the best indication of contractor performance and the most documented basis for

Gunsmith Services Quality Assurance Surveillance Plan Version 1.0 Page 6 determining contract payment actions. Each month, the COR, shall review the generated documentation and assess the contractor’s performance in meeting the performance objective.

Observation – COR will observe contractor employees to ensure the contractor is meeting the performance objectives.

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 and / or COR, as opposed to the contractor.

Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed, and must be forwarded to the COR using the attached Customer Complaint Record. The COR will accept those customer complaints and investigate the compliant.

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

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 CO’s actions.

8. Ratings.

The performance ratings below reflect definitions at FAR 42.1503 Table 42-1. The COR will use these rating to evaluate the quality of contractor’s performance.

Performance Rating

Definition

Exceptional Performance meets contractual requirements and exceeds many to the government’s benefit. The contractual performance of the element or sub-element being evaluated was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

Very Good Performance meets contractual requirements and exceeds some to the Government’s benefit. The contractual performance of the element or

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Satisfactory Performance meets contractual requirements. The contractual performance of the element or sub-element contains some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

Marginal Performance does not meet some contractual requirements. The contractual performance of the element or sub-element being evaluated reflects a serious problem for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear only marginally effective or were not fully implemented.

Unsatisfactory Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance of the element or sub-element contains a serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

9. Documenting Performance.

At the end of each month, the COR will prepare the Performance Assessment report summarizing the overall results of the quality assurance surveillance of the contractor’s performance. This written report, which includes the contractor’s submitted monthly will become part of the QA documentation.

It will enable the government to demonstrate whether the contractor is meeting the stated objectives and/or performance standards, including cost/technical/scheduling objectives.

a. Acceptable Performance.

The Government shall document positive performance in the Performance Assessment report.

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 and the contracting officer. A CDR template is attached to this QASP.

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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.

Prepared by: <Enter name>

Signature – Contracting Officer’s Representative

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CONTRACT DEFICIENCY REPORT

(If more space is needed, use reverse and identify by number)

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE DATE

6. CONTROL NUMBER

7. DEFICIENCY MAJOR MINOR

FINDING:

FINDING IMPACT:

CORRECTIVE ACTION PLAN REQUIRED: YES / NO PLAN IS DUE BY:

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 by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.

8. QUALITY ASSURANCE PERSONNEL (COR)

TYPED NAME AND GRADE SIGNATURE AND DATE

9. CONTRACTING OFFICER

TYPED NAME AND GRADE SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. COR DETERMINATION

ACCEPTED REJECTED

12. CLOSE DATE

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CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING

NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

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PERFORMANCE ASSESSMENT REPORT (PAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACT/TASK ORDER

NUMBER

2. CONTRACTOR 3. TYPE OF SERVICES

4. QUALITY ASSURANCE PERSONNEL (COR) SIGNATURE AND DATE

5. COR PHONE 6. SUSPENSE DATE

I. PERFORMANCE

7. DEFICIENCY (CHECK ALL BOXES THAT APPLY)

NEW

REPEAT

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

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE

CONCUR NON-CONCUR

12. CORRECTIVE ACTION ESTIMATED COMPLETION DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON FOR NON-

CONCURRENCE OF COR CITED DEFICIENCY

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III. ACTION CORRECTED

14. CONCUR NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

16. CONTRACTOR REPRESENTATIVE REMARKS