Cutrual_Advisor_QASP.pdf

Quality Assurance Surveillance Plan (QASP) for

Cultural Advisor Services

Ali Al Salem AB, Kuwait

13 Nov 2017

1. PURPOSE:

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate contractor actions while performing to this Performance Work Statement. It is designed to provide an effective and systematic surveillance method of monitoring contractor performance for each listed objective on the Service Delivery Summary (SDS) in the Cultural Advisor Services contract.

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 to promote quality assurance to ensure contract standards are achieved.

In this contract the quality control program is the driver for product quality. The contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a “self-correcting” contract is to ensure that the Quality Control Plan (QCP) approved at the beginning of the contract provides the measures needed to lead the contractor to success.

2. STANDARD:

The performance thresholds established for each of the performance objectives are the number of defects permitted before quality assurance personnel notifies the contracting officer for appropriate action in accordance with FAR 52.212-4, Contract Terms and Conditions-Commercial Items.

3. SURVEILLANCE:

Government quality assurance personnel/Contracting Officer Representative (COR) will perform surveillance to determine the contractor’s compliance with designated performance requirements of the contract. Documentation is required to record, evaluate, and report contractor’s performance. Quality Assurance Personnel (QAP)/COR are required to maintain records of the contractor’s performance and keep the Contracting Officer informed.

Service Delivery Summary (SDS)

The following is a list of the contractual requirements that will be verified as contractually compliant by government personnel. Each requirement includes a government determined performance standard and the resource that is used to perform the verification. Any functional area not listed was omitted because it did not have a requirement identified as critical. Surveillance of any functional area that does not have critical requirements will be accomplished through surveillance of the contractor quality program.

100% Inspection: One Hundred Percent Inspection is exactly what the title implies – inspecting a requirement every time it occurs.

Customer Complaints: Customer complaints will be investigated to ensure compliance with the SDS prior to being transmitted to the contractor.

Non-SDSS Items: The Government will periodically evaluate all other items in the PWS.

SERVICE DELIVERY SUMMARY(SDS)

Performance Objectives PWS Paragraph Performance Threshold Method of Surveillance SDS-1 Perform clear and concise expression in writing and speaking (in both English and Arabic)

1.2.1.1 100% of services are completed within required time

Periodic Surveillance / monthly inspection

SDS-2 Produce idiomatic translations of non-technical material using correct syntax and speech (in both English and Arabic)

1.2.1.1 100% of services are

SDS-3 Conduct consecutive translations of on-going conversations/activities (in both English and Arabic)

1.2.1.1 100% of services are

SDS-4 Provide adequate support for Wing leadership, interacting and coordinating with Host Nation (in both English and Arabic)

1.2.1.2 No issues stated by Wing

Leadership nor HN personnel

Validated written Customer Complaints /

SDS-5 Support coordination efforts for 386th AEW and all tenant units (in both English and Arabic)

1.2.1.2 No issues stated by

customer

SDS-6 Able to facilitate the Host Nation sponsorship process for both military and civilian personnel working on AASAB and its GSUs (in both English and Arabic)

1.2.1.6 100% of services are satisfactorily completed within required time or provide a reasonable explanation through MFR to include hold-up and estimated time of completion

SDS-7 Respond within 20 minutes during crisis

1.2.2 100% of services are satisfactorily completed within required time

The Government has the right to inspect all tasks, not just SDS items.

100% inspection is exactly what the title implies; inspecting a requirement every time it occurs.

Customer complaints: QAP/COR must accomplish customer training and collect all customer comments/complaints (AF Form 714). Since customer complaints are subjective, they need to be validated. When finalized, a copy of the customer complaint should be sent to the Contracting Officer.

4. PROCEDURES:

A surveillance folder must be developed and maintained by the QAP/COR assigned to accomplish quality assurance duties.

The folder must contain the following but may contain any other items or information that QAP/COR finds useful:

Quality Assurance Surveillance Plan (QASP) Contractor’s Quality Control Plan (QCP) Contract and contract modification, etc.

QAP/COR appointment letters Contracting Officer letters to the contractor outlining QAP/COR duties and responsibilities Records—documentation associated with contract quality assurance, AF Form 370, Contract Performance Evaluation Report (or locally devised form), AF Form 372, Contract Monitoring and Surveillance Report (or locally devised form), COR Schedule (locally devised form or equivalent), Contract Discrepancy Report (locally devised form or equivalent), complaints (both active and resolved), correspondence, letters of interpretation from Contracting Officer, conversations with the contractor, meetings, memos for record, notes and comments.

Documentation should supplement the inspection records as well as provide a complete picture of the contractor’s performance.

AF Form 370, Contract Performance Evaluation Report. On a monthly basis, QAP/COR will provide the contracting office with an AF Form 370. The COR may summarize the contractor’s performance by only documenting those items that are above or below satisfactory; all else is assumed to be satisfactory.

AF Form 372, Contract Monitoring and Surveillance Report. Document surveillance as it is accomplished. QAP/COR should use AF Form 372, to record their findings. Acceptable and unacceptable results must be documented for each occurrence. QAP/COR will obtain the contractor’s acknowledgement of the deficiency by getting the contractor’s signature.

QAP/COR will request reperformance when unacceptable performance is noted and reperformance can be performed.

a. If evidence exists that the contractor’s quality control program has already documented the deficiency and is working the problem, the unacceptable performance will not be documented on AF Form 372, but the contractor will provide a copy of his actions on the deficiency.

b. If the contractor is not working to remedy the deficiency, QAP/COR will include on the form the location, time, date, Performance Work Statement paragraph, and any pertinent details. QAP/COR will bring the discrepancy to the contractor’s attention, and obtain the contractor’s signature. The contractor shall indicate what corrective action will be taken.

QAP/COR will establish a re-performance/inspection time.

Quality Assurance Evaluator (QAE) Schedule (locally devised or equivalent form). QAP or COR will develop a monthly schedule of planned surveillance activities. The form must include inspections scheduled the next month and the location, date/time (if applicable), for each inspection. It includes the means by which the inspection will be executed – 100% inspection, etc. Once this form is completed, it becomes a FOR OFFICIAL USE ONLY document and must be marked accordingly. Do not allow the contractor to see the schedule. QAP/COR must complete the monthly schedule prior to the month to be surveilled and provide a copy to the Contracting Officer before the beginning of the period it covers.

Contract Discrepancy Report (locally devised or equivalent form). If the contractor is not responsive to requests for re-performance or the overall quality of service is not satisfactory, QAP/COR should advise the contract administrator. If attempts to correct discrepancies are not resolved and performance remains unsatisfactory, QAP/COR will initiate a Contract Discrepancy Report (CDR), verbally notify the contractor of the finding, complete the form, and send to the contract administrator. If the Contracting Officer determines that the CDR is valid, the Contracting Officer will forward the CDR to the contractor for response. The contractor shall complete and respond to the CDR as to cause, corrective action, and actions to prevent recurrence. The Contracting Officer, in conjunction with the COR, will evaluate the contractor’s action in correcting the cited deficiency. The QAP/COR must provide all surveillance documentation to the Contracting Officer at the conclusion of the contract.

5. INVOICES:

Invoices shall be submitted in accordance with FAR 52.212-4(g).

Receiving reports are used to accept services provided by the contractor. QAP/COR will review contractor invoices and advise the Contracting Office via the appropriate means of the acceptability of the services. The COR will provide this notice not later than the 5th calendar day after receipt of the invoice.