Attach_3_FMO_QASP_CA_copy_28_Feb_13.pdf

Attachment 3 QASP

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TABLE OF CONTENTS

1.0. PURPOSE 3

2.0. ROLES AND RESPONSIBILITIES OF THE MULTI-FUNCTIONAL TEAM 4

3.0. SERVICE SUMMARY (SS) 6

4.0. ASSESSMENT PROCEDURES 9

5.0. UNACCEPTABLE PERFORMANCE 10

6.0. CERTIFICATION/ACCEPTANCE OF SERVICES 12

7.0. CONTRACTOR’S QUALITY CONTROL PLAN 13

8.0. CONTRACT MANAGEMENT 14

9.0. MEMBERS OF THE MULTI-FUNCTIONAL TEAM SIGNATURE BLOCK 15

EXHIBIT 1 CUSTOMER COMPLAINT RECORD 16

SECTION 1.0.

PURPOSE

1.1. This quality assurance plan has been developed to provide an effective and systematic method to evaluate contractor provided services as required by the terms and conditions of the contract. This quality assurance plan implements the requirements of Air Force Instruction 63-124, Performance Based Service Acquisitions (PBSA), with respect to the Government’s quality assurance requirements.

1.2. This quality assurance plan is based on the premise that the Contractor is responsible for contract management and quality control, not the Government. The Government’s objective in having the service provided is to ensure that furnish management office services are performed at Goodfellow AFB. The result the multi-functional team is striving to achieve in managing the acquisition is to assure that furnish management office services meet the stated specifications, and are available to provide services according to Air Force needs. A contract to provide the service is the best means of achieving this objective and results.

1.3. Success for this contract is defined as:

1.3.1. Contract achieves execution of the Service Summary; at a minimum of the Performance Objectives.

1.3.2. Government and contractor leadership are able to measure efficient productivity and demonstrate a return on investment in terms of positive customer service feedback and financial investment.

1.4. This quality assurance plan describes the method(s) used to evaluate contractor provided services in meeting performance objectives and performance thresholds. Contracting Officer Representative (COR) will use periodic, 100%, and customer complaint assessment methods to evaluate the contractor’s performance. The assessment procedures identified in this quality assurance plan, in conjunction with active application of the contractor’s quality control procedures, are intended to ensure acceptable contractor performance.

1.5. The role of Government quality assurance is to ensure contract standards are achieved. In conducting assessment, COR are to be objective, fair, and consistent in evaluating contractor performance against the performance standards.

1.6. This quality assurance plan is a living document and shall be revised or modified by members of the multi-functional team as circumstances warrant, throughout the life of the contract, to ensure adequate oversight of contractor performance is maintained.

SECTION 2.0.

ROLES AND RESPONSIBILITIES OF THE MULTI-FUNCTIONAL TEAM

2.1. 17 Contracting Squadron (17 CONS), Goodfellow AFB, Texas

2.1.1. Provides comprehensive contract administration, management, and oversight.

2.1.2. Provides oversight for COR training program.

2.1.3. Collects assessment inputs from CORs.

2.1.4. Provides annual status on contract performance.

2.2. Contracting Squadron Commander

2.2.1. Provides oversight of the multi-functional team in planning, assessing contractor performance, and managing the acquisition throughout the life of the requirement.

2.2.2. Updates the Wing Commander, Group Commanders, and other Headquarters Directors, to include providing annual reports on the status of their service acquisitions.

2.3. Functional Director/Functional Commander (FD/FC)

2.3.1. Ensures requirements documents developed by the multi-functional team satisfy mission requirements, are performance-based, foster innovation, and define metrics. Prepares PWS and quality assurance plans and obtains Contracting Officer (CO) coordination on the final product.

2.3.2. Nominates qualified individuals as COR. Ensures all personnel within the functional area who may have contact with contractor employees are aware of the contractual working relationship and the necessity to avoid any conduct that may constitute a real or perceived conflict of interest.

2.4. Contracting Officer/Contract Specialist

2.4.1. Ensures open communication is maintained between all parties, pre- and post-award.

2.4.2. Delegates authority for inspection and/or acceptance to COR in accordance with the terms and conditions of the contract.

2.4.3. Informs the contractor of the names, duties, and limitations of authority for all COR assigned to the contract.

2.4.4. Periodically assesses the CORs performance and advises the QAPC of any problems.

2.4.5. Manages contractor performance assessment data, including submitting Contractor Performance

Assessment Reporting System (CPARS) reports.

2.4.6. Issues contract modifications as necessary.

2.4.7. Takes appropriate action should unacceptable contract performance occur.

2.5. Contracting Officer Representative

2.5.1. Develops technical requirements and independent cost/Government estimates for contract services.

2.5.2. Evaluates and documents the contractor’s performance in accordance with the procedures set forth in this quality assurance plan.

2.5.3. Immediately notifies the CO of any significant performance deficiencies.

2.5.4. Maintains assessment documentation throughout the life of the contract.

2.5.5. Certifies acceptance of services.

2.5.6. Promotes business decisions to meet customer requirements by researching the marketplace to remain current with the most efficient and effective performance assessment methods and techniques.

Performs market research throughout the life of the requirement to ensure the team is knowledgeable of the commercial marketplace.

2.5.7. Fosters partnerships with industry to ensure exchanges of information with the service industry and other business experts.

2.5.8. Identifies opportunities to improve performance throughout the life of the contract, including benchmarking against industry, identifying initiatives, assessing the risk associated with these initiatives, using the quality assurance plan for implementing initiatives brought forward, and monitoring the success of implementation.

2.5.9. Recommends any changes necessary to the contract, PWS, quality assurance plan, or other requirements to provide more effective operations or eliminate unnecessary costs.

2.6. Quality Assurance Program Coordinator

2.6.1. Coordinates all aspects of the quality assurance program

2.6.2. Participates in the Multi-Functional Team.

2.6.3. Reviews and coordinates all PWS and quality assurance plans.

2.6.4. Provides training for the FD/FC and all COR.

2.6.5. Reviews and coordinates on all changes to the PWS and quality assurance plan.

2.7 Contractor

2.7.1. Complies fully with the terms and conditions of the contract.

2.7.2. Participates as a member of the multi-functional team in the post-award management phase.

2.7.3. Maintains and implements a Quality Control Plan (QCP) that compliments the quality assurance plan.

2.7.4. Ensures that non-conforming contract services are identified, and corrected. QCP is revised to prevent recurrance.

2.7.5. Tenders to the Government for acceptance only those services that conform to contract requirements.

2.7.6. Recommends any changes to the contract that will provide more effective operations or eliminate unnecessary costs.

SECTION 3.0.

SERVICE SUMMARY (SS)

This outlines the specific services required and promotes continuous improvements in contractor performance. The government expects the contractor to perform at the acceptable level throughout the life of the contract. The contractor’s performance will be a significant consideration when exercising contract options years and evaluating recommendations for award of future government contracts.

Performance Objective

PWS

Para

Performance Threshold

Method of Assessment

SS-1

Prepare and submit 5-year Furnishing upgrade and replacement Plan, NLT 1 Jan annually

1.2.7 100% of the time Annual Surveillance

SS-2

Prepare and submit QIP/QIC data to CO NLT 5 Apr and 5 Oct of each year

1.2.1 100% of the time Annual Surveillance

SS-3

Store furnishings to include back-up stock, maintained and organized IAW DODR 4145.19-R-1 and AFI 32-6004.

Submit to CO each quarter

1.3.1 2 or less defects per month

Periodic Surveillance

SS-4

Conduct inventory/ Validation/condition reconciliation on 5 Apr and 5 Oct of each year

1.4 100% of the time Semi-annual Surveillance

SS-5

Maintain transaction log. Submit to CO by the first day of each month

1.3.2, 1.5

2 or less defects per month

Periodic Surveillance

SS-6

Warranty data is properly recorded, filed and items under warranty are properly identified. Submit to CO by the first day of each month

1.3.4

2 or less defects per month

Periodic Surveillance

SS-7

Customers have sufficient furnishings.

Furnishings in customer possession are in good repair, clean, and serviceable.

Submit to CO by the first day of each month

1.2.6 No more than

three validated customer complaints per month

Customer Complaints

SS 8

Submit number of work orders for the previous 6 months to the CO NLT 5 Apr and 5 Oct of each year

1.2.1 100% of the time Semi-annual Surveillance

SS 1: Prepare and submit 5 year Furnishing Upgrade and Replacement Plan NLT 01 Jan annually.

Standard: Contractor shall compile the 5 Year Furnishing Upgrade and Replacement Plan for submission to COR NLT 1 Jan each year.

Method of Surveillance: 100% Inspection annually

Procedures: The COR will review the document, when submitted. The document will not be considered acceptable until any and all defects are corrected.

SS 2: Prepare and submit QIP/QIC data to CO NLT 5 Apr and 5 Oct of each year

Standard: Contractor shall prepare and submit QIP/QIC date to CO NLT 5 Apr and 5 Oct of each year.

Method of Surveillance: 100% inspection annually

Procedures: The COR will review the document, when submitted. The document will not be considered acceptable until any and all defects are corrected.

SS 3: Store furnishings to include back up stock, maintained and organized IAW DODR4145 19-R-1 and AFI 32- 6004.

Standard: Furnishings to include back up stock, shall be maintained and organized IAW DODR4145 18-R-1 and

AFI 32-6004.

Method of Surveillance: Periodic Surveillance.

Procedures: The COR will conduct an on-site inspection of furnishing stored in Bldg 745, FMO warehouse. 2 or less defects per month.

SS 4: Conduct inventory and accountability on 5 Apr and 5 Oct of each year.

Standard: Complete inventory shall be accomplished on 5 Apr and 5 Oct of each year.

Method of Surveillance: 100% inspection semi-annually.

Procedures: The COR will review the document and conduct on on-site comparison to the actual inventory, the items listed in paragraph 5, GOVERNMENT FURNISHED PROPERTY AND SERVICES, and the items listed in Attachment A in the Performance work statement. The document will not be considered acceptable until any and all defects are corrected.

SS 5: Maintain the minimum information described in performance work statement, paragraph 1.3.2

Standard: Keep logs of information as described in the performance work statement

Method of Surveillance: Periodic Surveillance.

Procedures: The COR will review the document, when submitted. The document will be considered acceptable when two (2) or less defective transaction items are discovered per month and any and all defects are corrected.

SS 6: Warranty data is properly recorded, filed and items under warranty are properly identified.

Standard: Contractor shall ensure warranty data is properly recorded, filed and items under warranty are appropriately identified.

Method of Surveillance: Periodic Surveillance.

Procedures: The COR will conduct an on-site inspection of warranty data, items and files in Bldg 745, FMO warehouse. Performance is considered acceptable when two (2) or less defective warranty items are discovered per month and any and all defects are corrected.

SS 7: Customers have sufficient furnishings. Furnishings in customer possession are in good repair, clean and serviceable.

Standard: The government COR will receive complaints from base personnel and pass them on to the contractor’s quality control inspector (QCI) for correction.

Method of Surveillance: No more than (3) customer complaints per month are permitted

Procedures: Any FMO customer that observes unacceptable services, either incomplete or not performed, for any of the above performance objectives should immediately contact the COR and the COR will complete appropriate documentation to record the complaint (See Appendix L). The COR should inform the customer of the approximate time the unacceptable performance will be corrected and advise the customer to contact the COR if not corrected.

The COR will consider complaints as resolved unless notified otherwise by the customer. The COR shall verbally notify the Contractor’s Quality Control Inspector (QCI) to pick up the written customer compliant. The QCI will be given two hours after verbal notification to correct the unacceptable performance. If the QCI disagrees with the complaint after investigation of site and challenges the validity of the complaint, the QCI will notify the COR

The COR will conduct an investigation to determine the validity of the complaint. If the COR determines the complaint as invalid, he/she will document the written complaint of the findings and notify the customer. The COR will retain the annotated copy of the written complaint for his/her files. If after investigation the COR determines the complaint as valid, the COR will inform the GCI and the will be given an additional hour to correct the defect.

A defect will not be recorded if proper and timely correction of the unacceptable condition(s) is accomplished. The QCI shall return the written customer complaint document, properly completed with actions taken, to the COR, who will file the complaint for monitoring future recurring performance. Recurring customer complaints are not permitted for any of the above service items. If a repeat customer complaint is received indicating the same deficiency during the service period (month), the COR should contact the Contracting Officer for appropriate action.

SECTION 4.0.

ASSESSMENT PROCEDURES

4.1. Assessment of SS Items.

4.1.1 It is essential that the COR conduct assessments in accordance with the projected assessment schedule for an effective quality assurance program. Mission requirements may require deviations from the assessment schedule. Assessment should be performed as close to the schedule as it practicable. COR shall document assessment as it is conducted.

4.1.2 The COR shall conduct assessment of the contractor’s performance by determining whether or not the performance meets the standards contained in the contract, the PWS and the SS items.

4.1.3. Assessment Documentation shall include as a minimum, the date, time, and location the assessment was conducted, results of the assessment (acceptable or unacceptable), PWS paragraph number referencing the requirement, a short description of the requirement being surveyed, applicable remarks, signature of COR conducting the assessment. When COR determine that contractor performance is unacceptable, the specific reason for the unacceptable performance shall be recorded on the COR’s assessment documentation.

4.2. Assessment of non-SS Items. The Government has the right to inspect all services called for by the contract, to the extent practicable at all times and places during the term of the contract. Therefore, COR have the right to conduct assessment for SS items and non-SS items as well. When the COR identifies unacceptable performance on non-SS items, the COR shall follow the procedures in section

5.0 of this quality assurance plan entitled Unacceptable Performance.

4.3. Customer Complaints.

COR shall ensure complaint procedures and forms are made available to all customers. Any customers that observe questionable services, incomplete, not performed, or performed improperly, should immediately contact the COR . COR shall receive, document, and validate or invalidate all complaints. If the complaint is invalid, the COR shall contact the complainant and explain why the complaint was invalid. COR shall fully document the resolution for each complaint on the Customer Complaint Record. COR shall complete and issue the contractor a Corrective Action Report (CAR) for all valid complaints. If the Contractor challenges the validity of any complaint, and the COR and contractor cannot come to agreement, the complaint in question shall be forwarded to the CO for resolution. Complaints will be tracked and if the performance threshold is exceeded, the COR shall notify the CO in writing so that the CO can notify the contractor and appropriate action can be taken.

4.4. COR Monthly Report. COR shall submit an assessment report to the CO and FC/FD no later than the third working day of the month. The report shall identify the number of complaints received, number of Corrective Action Reports issued, number of valid complaints, any significant contractor performance discrepancies, and a rating of the Contractor’s overall performance. The report shall be signed and dated by the COR and a copy provided to the CO and FC/FD.

SECTION 5.0.

UNACCEPTABLE PERFORMANCE

5.1. Unacceptable Performance

5.1.1. When the contractor’s performance is deemed unacceptable, COR will determine the cause of the unacceptable performance. If any Government action, or lack of action, caused or contributed to the unacceptable performance, the unacceptable performance will not be counted against the contractor.

The COR will take action to ensure Government action, or lack of action, does not interfere with the Contractor’s performance in the future. The COR will completely document the circumstance.

5.1.2. When the unacceptable performance is not the result of Government action, or lack of action, COR shall promptly notify the contractor and issue a Corrective Action Report (CAR) to the contractor to assure corrective action is taken. By initialing and dating the CAR, the contractor is acknowledging that he/she has been informed of the unacceptable performance and is not necessarily agreeing with the performance assessment. COR shall direct the contractor to re-perform the service if possible, without additional cost to the Government. If the contractor challenges the validity of the COR’s unacceptable assessment finding, and the COR and contractor cannot come to an agreement, the matter shall be referred to the CO for resolution. The contractor shall be required to return all completed CARs to the COR no later than the suspense date indicated on the CAR.

5.1.3. Unacceptable performance re-performed by the Contractor shall still count as unacceptable performance.

5.1.4. The COR shall maintain a CAR log of all CARs issued to the Contractor (a locally devised form may be used). The CAR log shall contain the CAR number, date issued, contractor, description of unacceptable performance, suspense date, and closeout date. All CARs and CAR logs shall be maintained by the COR for the life of the contract.

5.2. Contracting Officer Notification.

5.2.1. Major Finding. If at any time COR identify a condition as having a significant adverse effect on the quality of the activity, such as those stated below, COR shall document their findings and notify the CO immediately in writing. Email is acceptable.

5.2.1.1. Contractor failure to meet a Performance Threshold.

5.2.1.2. Failure to provide adequate corrective action to preclude reoccurrence of Government identified findings.

5.2.1.3. Failure to provide corrective action to deficiencies identified by the contractor within a prescribed suspense period.

5.2.1.4. Any failure to adhere to security regulations that results in a security incident.

5.2.2. Minor Finding. A departure from established standards having little bearing on the service provided. When COR identify a minor finding, the COR shall document the findings, but is not required to notify the CO. However, if the same minor finding is repeatedly identified, it may be an indication that a major finding is occurring or has occurred because the Contractor has not taken proper steps to prevent recurrence. In this case, the COR shall notify the CO in writing.

5.3. Remedies for Unacceptable Performance.

5.3.1. In accordance with the contract Inspection of Services clause, if any of the services do not conform to contract requirements; the Government may require the Contractor to perform the services again in conformity with contract requirements, at no increase in contract amount. When the defects in services cannot be corrected by re-performance, the Government may:

5.3.1.1. Require the Contractor to take necessary action to ensure that future performance conforms to contract requirements; and

5.3.1.2. Reduce the contract price to reflect the reduced value of the services performed. This may include a reduction in the number of paid hours to reflect the total non-performance period.

5.3.2 If the Contractor fails to promptly perform the services again or to take the necessary action to ensure future performance in conformity with contract requirements, the Government may

5.3.2.1. By contract or otherwise, perform the services and charge to the Contractor any cost incurred by the Government that is directly related to the performance of such service; or

5.3.2.2. Decrement invoice as stated in the PWS related to performance; or

5.3.2.3. Terminate the contract.

SECTION 6.0.

CERTIFICATION/ACCEPTANCE OF SERVICES

6.1. COR will certify receipt of acceptable contractor services each month. The COR will certify that acceptable services were received, in accordance with the terms and conditions of the contract. The COR will certify receipt of contractor services via the Wide Area Workflow (WAWF) website. Certification of services shall be accomplished on the first workday following the completion of the contract payment period, to avoid payment of interest penalties.

6.2. COR are responsible for obtaining, scheduling, and completing WAWF training from the base Accounting and Finance Office.

SECTION 7.0.

CONTRACTOR’S QUALITY CONTROL PLAN

7.1. The contractor shall establish and maintain a Quality Control Plan (QCP) to ensure the requirements of the contract are provided as specified. The contractor shall provide a QCP describing the inspection system for the services required in the PWS. The contractor shall develop and implement procedures to identify, prevent and ensure non-recurrence of unacceptable services. The contractor shall update the plan as changes occur and changes shall be submitted for review and acceptance by the CO. The contractor’s quality control plan shall contain, as a minimum, the following items:

7.1.1. A description of the inspection system to cover all services. Description shall include specifics as to the areas to be inspected on a scheduled and unscheduled basis, frequency of inspections, and the title and organizational placement of the inspector(s).

7.1.2. A description of the methods to be used for identifying and preventing defects in the quality of service performed.

7.1.3. A description of how the records will be kept. Records must document all inspections and corrective or preventive actions taken.

7.2. Contractor Inspection Records. Records of inspections shall be kept and made available to the Government throughout the contract performance period and for the period after contract completion until final settlement of any claims under this contract.

SECTION 8.0.

CONTRACT MANAGEMENT

8.1. The multi-functional team shall utilize the following approaches, methods, and tools to manage the contract upon award:

8.1.1. COR shall conduct, document, track, and analyze contractor performance via customer complaint.

The assessment results shall be maintained as Past Performance Information and utilized to prepare and support annual Contractor Performance Assessment Report System (CPARS) reporting.

Assessment results, along with the contractor’s submittals, and Medical Expense/Personnel Reporting System (MEPRS), will be used to develop metrics to track Contractor’s overall compliance with contract terms and conditions.

8.1.2. The contractor shall maintain and implement a quality control plan to ensure the contract services conform to the requirements of the performance work statement. COR shall monitor contractor’s performance against the contractor’s quality control plan.

8.1.3. The multi-functional team shall conduct periodic progress meetings to review the contractor’s performance. At these meetings the CO will apprise the contractor of how the Government views the contractor’s performance and the contractor will apprise the Government of problems, if any, being experienced. The contractor will also notify the CO, in writing, of any work being performed, if any, that the contractor considers over and above the requirements of the contract. Appropriate action shall be taken to resolve any outstanding issues.

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CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT Control #

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

Customer Complaint Record Template, Feb 05 (SAF/AQCP)

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1134115285C Typewritten Text Exhibit 1 Customer Complaint Record

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