B-17 - PP - as of 10-09-09.pdf

PERFORMANCE PLAN (PP)

FOR

CORROSION CONTROL SERVICES

TRAVIS AIR FORCE BASE

CALIFORNIA

Dated: 21 Apr 2009

TABLE OF CONTENTS

Section Title

Page

A Objective for Corrosion Control Services 3

B Key Members of Corrosion Control Business Requirements and 3 Advisory Group (BRAG), Multi-Functional Team (MFT) and Roles and Responsibilities

C Services Summary/Performance Assessment Summary (SS/PAS) 7

D Strategy for Assessing Contractor Performance 8

E Methods of Assessment 8

F Feedback/Quality Assurance Personnel (QAP) Monthly Report 10

G Customer Complaint Program 11

H Performance Management 11

I Market Research 11

J QAP Records Review 11

K Performance Feedback 12

L Performance Ratings 13

M 60 CONS Management Oversight of Acquisitions of Process 13

(MOASP) 37-1.

Appendix 1 Performance Plan Signature Page 15

Appendix 2 QAP Monthly Report 16

Customer Complaint Record 17 Corrective Action Report (CAR) 18 Performance Assessment Report (PAR) 21

A. OBJECTIVE FOR CORROSION CONTROL SERVICES

To provide Corrosion Control maintenance services as defined in this Performance Plan (PP), to ensure safe and timely mission accomplishment at Travis AFB. The PP is an evolving document whose development begins with the acquisition planning, and finalized as the acquisition progresses. All members of the multi-functional team sign the performance plan. The PP is not a binding contractual agreement between the Government and Contractor. To the contractor, the PP is for information purposes only, to help gain an understanding of the Government’s expectations and actions that will be taken by the Government to ensure contractor services are performed according to the requirements of the Performance Work Statement (PWS). To the Government, the PP is the systematic document that prescribes the processes and procedures that will be utilized by the Government Quality Assurance Personnel (QAP) to assess the contractor’s performance.

This PP has been developed in accordance with AFI 63-124 and other government policy. It prescribes the objective in having the services, the goals of the Multi-Functional Team (MFT), team members and their roles and responsibilities (to include the contractor performing the service), and how the MFT will assess contractor performance and manage the contract to obtain efficiencies, improved performance, and cost savings throughout its life cycle. The PP is designed to provide an effective method of monitoring Contractor performance for each listed objective on the Service Summary/Performance Assessment Summary (SS/PAS) in this plan and the Service Summary in the PWS. This PP is based on the premise that the Contractor, not the Government, is responsible for the performance of the work through proper implementation of commercial quality control practices. The government recognizes the contractor is not a perfect manager and that unforeseen and uncontrollable problems will occur.

However, good management and a viable, effective quality control program should minimize unforeseen problems.

B. KEY MEMBERS OF CORROSION CONTROL BRAG / MFT & ROLES AND

RESPONSIBILITIES

(a) Functional Commander (FC)

(b) Quality Assurance Personnel (QAP)

(c) Contractor Administrator (CA)

(d) Contracting Officer (CO)

(e) Quality Assurance Program Coordinator (QAPC)

(f) Multi-functional team (BRAG/MFT)

B1. ROLES AND RESPONSIBILITIES

FUNCTIONAL COMMANDER (FC) FC duties include but are not limited to: 1) identifying mission essential services, to include developing the necessary documents in accordance with DoDI 3020.37, Continuation of Essential DoD Contractor Services During Crisis (if applicable);

2) assigning primary and alternate QAP, unless the Wing Commander establishes another Quality Assurance Organization (e.g. Centralized Performance Management Office) to handle service contracts quality assurance issues for all service contracts on the installation; 3) reviewing contractor performance documentation, prepared by the QAP on a regular basis to ensure performance is compatible with contract and mission objectives while supporting a higher-level of contractor performance, and fostering synergistic relationships. The FC ensures QAP responsibilities are included on the QAP’s performance reports/plans (Enlisted Performance Reports or Officer Performance Reports; and civilian employees’ Core document).

The FC will, through feedback from contracting officials, evaluate QAP performance on an annual basis, usually when the QAP receive their annual performance reports. The FC must receive training conducted by the QAPC tailored to their needs within 30-days of commencement of duties.

QUALITY ASSURANCE PERSONNEL (QAP) Individuals assigned by their Functional Commander (squadron commander) to perform QAP responsibilities; trained by contracting officials, and designated and delegated responsibilities and limitations for the specific contract to which they are assigned. The QAP are designated to perform quality assessment functions and manage performance in accordance with (IAW) this PP. They serve as on-site technical managers assessing contractor performance against contract performance thresholds/standards in the PWS/SOW. QAPs have many titles, such as Quality Assurance Evaluator and Contracting Officer Technical Representative (COTR). The QAP schedules surveillance activities; evaluates and documents performance by the contractor; initiates requests for and evaluates adequacy of corrective action; and reports contractor performance of contract requirements. QAP must be properly appointed/assigned, trained (mandatory Phase I and Phase II training), and delegated authority to perform their duties and to ensure their knowledge of the terms and conditions of the contract. QAPs serve as technical experts in the functional area that they quality assure.

Additionally they must be objective, fair, and consistent on evaluating the contractor’s performance.

CONTRACT ADMINISTRATOR (CA) The contract specialist located in the contracting squadron assigned responsibilities for the specific contract that the QAP will be responsible to manage day-to-day contract operations. Duties include, but are not limited to, conducting Phase II contract-specific training for the QAP. This training must be completed prior to contract performance start date (for new contracts) and before newly assigned QAP assume performance management responsibilities. Phase II training consists as a minimum of the following:

1) a detailed discussion of the contract, PWS and PP

2) An awareness of any areas in the contract susceptible to fraud, waste, and abuse

3) how to properly certify acceptance of services

4) Maintenance of and submission of all QAP documentation and past performance information required by the contract and applicable instructions and policy.

The CA ensures at least 2 QAPs are assigned at all times to the contract. The CA works day-to-day issues and problems with the QAP and contractor, and elevates problems that cannot be resolved between the QAP and contractor to the CO. The CA represents the Contracting Officer but has no authority to change or modify contracts.

CONTRACTING OFFICER (CO) The CO has overall responsibility for contract administration and is the primary focal point for formal government-contractor interface. The CO is responsible for monitoring contract compliance and resolving any and all disagreements regarding interpretation of contracts terms and conditions. The two primary functions of the CO with regard to surveillance activity are to approve payments and authorize changes to the contract. Payment is authorized based on documented objective evidence provided by the QAP that contractor performance meets the performance standards specified. Revisions to the contract can only be authorized by the CO. Additionally, the CO is responsible for approving the PP. The CO advises the MFT on PP development. Manages the listing of QAP assigned to the contract, including their areas of responsibilities and limitation of authority, and ensures the contractor is notified of such. Advises the BRAG/MFT on developing incentives/remedies as appropriate tied to performance objectives and performance thresholds; maintains in the contract file, documentation of training provided by contracting personnel and/or the QAPC.

QUALITY ASSURANCE PROGRAM COORDINATOR (QAPC) Individual (Procurement Analyst) who coordinates and manages the installation Performance Management Assessment Program (Quality Assurance Program). The QAPC supports the BRAG/MFT in the development of contract requirements specifically ensuring that requirements are clearly stated and enforceable. The QAPC trains QAP and contracting personnel on contracting requirements associated with the Quality Assurance Program; trains FCs within 30-days of their commencement of duties; provides Phase I training and, as part of Phase I training, documents QAPs knowledge of their requirement to: 1) Evaluate and document contractors performance IAW the PP; 2) Notify the CA and CO of any significant performance deficiencies and provide any recommendations to improve the PP or PWS; 3) Maintain surveillance/assessment documentation. The QAPC assists in the development of quality assurance related training as requested; processes/maintains/updates QAP appointments and delegation memos. The QAPC maintains documentation of Phase I and Phase II training provided by contracting personnel identified in this PP; assists the market research efforts of the BRAG/MFT in determining commercial quality assurance practices; assists as required with the evaluation of the contractor’s Quality Control Plans; provides refresher training annually if necessary to ensure the QAP are up to date with all required changes.

MULTI-FUNCTIONAL TEAM (MFT)/BUSINESS REQUIREMENTS AND ADVISORY

GROUP (BRAG). The terms MFT and BRAG are interchangeable throughout this document.

The BRAG is a customer-focused multi-functional team responsible for managing the contract throughout its life. The BRAG administers and manages the contract as required, including, but not limited to: reviewing the contractor’s quality control plan, analyzing contractor metrics and assessing contractor performance; documenting Past Performance Information (PPI); briefing installation contracting and management officials as required. Duties include but not limited to:

1) Providing support to Senior Leadership as required (i.e., performance metrics data, briefings)

2) Promoting business decisions to meet customer’s requirements by researching the marketplace to remain current with the most efficient and effective performance assessment methods and techniques

3) Performing market research throughout the life of the acquisition to ensure the team is knowledgeable of the commercial marketplace

4) Fostering partnerships with industry to ensure exchanges with information with the housing industry and other business experts

5) Developing a performance-based acquisition strategy to include performance metrics issued under the contract

6) Developing Performance Based Services Acquisition requirements

7) Developing the technical requirement and independent cost estimate (this will be done by the QAP and/or functional experts)

8) Assessing and documenting Contractor performance in accordance with this PP (this will be done exclusively by the QAP based on inputs from inspections and customers receiving Corrosion Control services)

9) Managing contract performance in accordance with the performance plan (primarily the role of the QAP)

10) Completing and reporting annual performance review in accordance with the 60 CONS Management and Oversight of Acquisition Services Process (MOASP) (primarily the QAP and

CO)

11) Assessing/managing Contractor performance data, to include submitting Contractor Performance Assessment Reporting System (CPARS) reports (primarily the QAP with input from the CO)

C. SERVICES SUMMARY/PERFORMANCE ASSESSMENT SUMMARY (SS/PAS)

Performance Objective PWS Paragraph/ Appendix

Performance Threshold

Method of Surveillance

1. Management: Operate an effective Aircraft Services Management system to ensure all services and programs are successful and completed IAW

PWS.

Para A2 Appendix 2 Appendix 3

No more than three validated Corrective Action Reports (CAR) issued within a 30-day performance period.

QAP periodic inspections/observation;

customer feedback/complaints;

trend analysis, third party audits/inspections

2. Aircraft Wash and Cleaning Services: Perform aircraft wash and cleaning services within cleanliness standards and time limits IAW PWS.

Para A3 Appendix 2 Appendix 4

No more than four validated Corrective Action Reports (CAR) issued within a 30-day performance period.

QAP periodic inspections/observation;

customer feedback/complaints;

trend analysis, third party audits/inspections

3. Emergency Services: Provide emergency services within standards IAW PWS.

Para A4

No validated Corrective Action Reports (CAR) issued within a 30-day performance period.

QAP periodic inspections/observation;

customer feedback/complaints;

trend analysis, third party audits/inspections

4. Environmental Compliance:

Comply with all federal, state, local, and TAFB environmental laws, regulations, instructions and publications IAW PWS.

Para A5 Appendix 2

No notices of violation within a 30-day performance period.

QAP periodic inspections/observation;

customer feedback/complaints;

trend analysis, third party audits/inspections

The Government will document unacceptable performance on a Corrective Action Report (CAR) form. Validated CARs exceeding performance thresholds will result in less than satisfactory performance evaluations/ratings. Within 48 hours of receipt of a CAR, the contractor shall identify the corrective action taken and what the contractor will do to prevent recurrence of deficiencies and causes. Corrective action and actions to prevent recurrence of deficiencies and causes shall be identified on the CAR and submitted to the 60 MXG QAP. The contractor will be required to acknowledge receipt of a CAR by initialing and dating the form. Acknowledgement does not signify agreement. If the contractor disagrees with a CAR, the contractor will elevate the matter to the Contracting Officer.

If QAP inspect and validate complaints of unacceptable services, the government will require re-performance of the unacceptable services at the contractor’s expense. Re-performance must be accomplished within 24-hours after notification to re-perform acceptable services.

If it is not possible to re-perform unacceptable services, the Government may invoke other corrective action measures IAW Federal Acquisition Regulation (FAR) Subpart 52.312-4(a) Contract Terms and Conditions – Commercial Items and this PWS. The Government will determine acceptance or conditional acceptance of the services as outlined in FAR Subpart 46.407, paragraphs a–g.

If the Contractor fails to promptly perform the services or to take the necessary action to ensure future performance conforms to contract requirements, the Government may by separate contract or other means, perform the services and charge to the Contractor any cost incurred by the Government that is directly related to the performance of such service. The government may also terminate the contract for cause.

D. STRATEGY FOR ASSESSING CONTRACTOR PERFORMANCE

The Contractor will be monitored and assessed throughout the period of performance of the contract. The QAP will perform a monthly assessment for each performance objective in the Services Summary. This assessment will be completed by the QAP, approved by the FC and submitted to Contract Administrator by the 10th calendar day of the month following surveillance. For example, the QAP Report for Jan 09 would need to be completed and received in Contracting by 10 Feb 09, except if the 10th calendar days falls on a weekend, the next business day will be when the reports must be received.

E.

a.

METHODS OF ASSESSMENT

In this contract, the methods of assessment are customer feedback, periodic surveillance/observations, reviews of contractor quality control records, and third party evaluations and determinations. The government reserves the right to implement other inspection methods as changes occur through the life cycle. Changes to inspection methodologies must be approved by the QAPC and CO in writing.

PERIODIC INSPECTIONS

The QAP will conduct periodic inspections of the contractor’s performance based on observations of performance, interviews with customers and their feedback, and reviews of contractor quality control records and other documentation. The emphasis will be to garner feedback on how the Contractor is performing in the evaluation factors stated in the PWS.

Periodic surveillance/inspection is the type of surveillance that is based upon selecting samples for evaluation on other than 100% inspection or on a statistically random basis.

Selecting this tool to determine a contractor’s compliance to contract requirements can be quite effective and allows QAP to establish confidence or lack of confidence in the contractor while not consuming a significant amount of time. An example of periodic surveillance is weekly inspections when QAP choose the location and time in other than a statistically random basis. When conducting periodic inspections/observations of the contractor’s performance, the QAP may use a locally produced Quality Assurance Evaluation (QAE) database form or other form attached to this plan to document periodic inspections and observations of performance. The QAP will complete the form(s) and communicate results to the contractor. When a discrepancy is found, the QAP will immediately notify the contractor POC in writing to resolve the discrepancy within 24-hours of notification. The

QAP will obtain the POC’s initials and date acknowledging the POC has been apprised of deficiencies. The contractor’s initials and date on the document does not necessarily signify agreement with the QAP regarding the discrepancies. The initials are required just to show evidence that the contractor was notified.

Should a disagreement or dispute arise between the QAP and the contractor concerning discrepancies noted on the locally produced QAE database form or other form concerning QAP requests for re-performance, the QAP or contractor will refer the matter, in writing, to the CA for resolution. The written record of disagreement or dispute will be furnished to the CO, and shall include a summary of the matter in dispute, the QAP and contractor positions, completed copies of the QAE database form and contractor’s response thereto. The CO will respond, in writing, within a reasonable amount of time after receipt of the disagreement or dispute, as to the disposition of the matter. The Government reserves the right to increase or decrease inspections of the contractor’s performance. The decision will be based on whether the contractor’s performance is in alignment with performance thresholds/standards in the

PWS.

b.

Customer Complaint Record (SAF AQC Customer Complaint Record ). This form will be used to investigate the validity of customer complaints. Before submitting this form to the contractor, the QAP will first investigate the complaint to verify validity and if there were any contributory factors or Government delays attributable to complaints. If, after investigation, the QAP determine there were no contributory factors or Government delays, the QAP will validate the complaint and submit the form to the contractor POC to resolve the complaint. Validated customer complaints must be resolved within 24-hours of the contractor POC’s receipt of the complaint form. If additional time is needed, the contractor shall request, in writing, additional time to resolve complaints and obtain approval from the QAP.

All the circumstances and actions taken must be documented (in writing) by the Government and contractor on the SAF AQC Customer Complaint Record.

CUSTOMER COMPLAINT RECORD

c.

This method of surveillance is optional and should be used regularly and continually by QA personnel to monitor the contractor’s on-going performance over time. Data for tracking trends can be gathered from all other evaluation sources and methods to build the database upon which the trend analysis is based. The contractor’s own metrics (e.g. QC records) may provide most of the information needed for the analysis. This database should be created and maintained by government QA personnel, and other surveillance information should be used to confirm the contractor’s data. QAP would then be able to analyze this data for contract conformance. Any appropriate software application may be employed which will store and display the trend information in a usable format.

TREND ANALYSIS

d.

Third Party Audits or Assessments refer to contractor evaluation by a third party organization that is independent of the government and the contractor. All documentation supplied to, and produced by, the third party should be made available to the government by the contractor.

THIRD PARTY AUDITS/ASSESSMENTS

E1. ACTUAL SURVEILLANCE

Actual surveillance will be conducted as periodic inspection and on a customer complaint basis.

The QAP may inspect task performance by observing actual task performance or after task has been completed. Documenting all surveillance is of major importance for proper administration of the contract. All documentation resulting from surveillance must be made a permanent part of the contract file. The Contracting Officer will direct whether these files will be forwarded for inclusion in the contract file. QAP must document each surveillance as it is performed on a locally produced Quality Evaluation database form. As a minimum the blocks will state the following:

a. Name of contractor f. Service performed

b. Equipment (aircraft/ground equipment) g. Rating (acceptable or unacceptable)

c. Serial # h. Number of discrepancies

d. Inspectors name i. Contractors signature/date

e. Date/Time of inspection j. Category of discrepancy

E2. INFORM CONTRACT POC When performance is determined unacceptable, QAP must inform the contractor POC that performance is unacceptable and why, and request the POC initial and date the form that was used to document and validate unacceptable performance. The contractor’s initials and date on the form do not necessarily signify agreement with the QAP finding. If the contractor wants to dispute the results of the surveillance, QAP must refer them to the CA for resolution of the matter.

E3. RE-PERFORMANCE This PP and FAR 52.212-4(a) allow for re-performance of unacceptable services. If discrepancies are found and validated by the QAP during periodic surveillance, such discrepancies will count against the contractor’s monthly performance threshold/standards in the Section 2 of the PWS, regardless whether the contractor corrects the deficiency. Upon re-performance of unacceptable services, the contractor will notify the QAP that the discrepancy has been corrected to the standards outlined in the PWS, and the QAP re-inspect to verify performance is according to the PWS objectives and thresholds/standards.

F.

At the end of each monthly performance period, the QAP will rate the Contractor within seven business days after the end of the month and submit to CO (Appendix 2) not later than the 10th calendar day of the month following the surveillance. At the end of each quarter the CO will provide the Contractor the results of the previous three months. Each assessment will consist of the following factors: quality of service, schedule, cost, business relations, and management of key personnel. An overall rating for each month of performance will be assigned for each factor.

Ratings will be reported/briefed to the Functional Commander, Contracting officials, and the Base Commander as required. During the first 6 months after performance start date, the monthly QAP ratings will be communicated to the contractor as a method of performance feedback within 10 days after the final QAP monthly report is approved. The CA will be responsible for communicating feedback to the contractor in writing. Following the sixth month after performance start date, the QAP will communicate ratings to the contractor on a quarterly basis, or as required based on performance ratings. QAP ratings will also be used to develop an

FEEDBACK/QUALITY ASSURANCE PERSONNEL (QAP) MONTHLY REPORT

annual Contractor Performance Assessment Report (CPARs) rating that will be reported to the contractor at the end of the performance period.

G. CUSTOMER COMPLAINT PROGRAM Any customers of the contractor’s performance that observe unacceptable services, either incomplete or not performed, for any contracted services, should immediately contact the QAP by telephone, email, letter, or fax, who in turn will investigate and notify the contractor. The recipient of the complaint shall immediately provide a copy to applicable parties. The QAP will document and validate the customer complaints. The contractor shall review and take immediate corrective action for all complaints.

If the QAP identifies recurring instances of unsatisfactory performance, they may request to review the contractor’s internal quality control processes to ensure that they are sufficient.

All valid customer complaints shall be re-performed if applicable, as soon as possible after notification, but prior to the next service period. If the contractor challenges the validity of the complaint and the QAP and contractor cannot come to agreement, the customer complaint will be forwarded to the Contract Administrator for resolution. Customer complaints will be tracked by the QAP and contractor, and, if the performance threshold is exceeded, action will be taken by the CO in accordance with FAR Subpart 52.212-4(a) Inspection/Acceptance and this plan.

The contractor is required to develop and maintain a customer complaint program with a log/schedule for each area covered in the PWS. This log/schedule should identify each valid customer complaint with the corrective action taken annotating response time, to include validation of the complaint.

H. PERFORMANCE MANAGEMENT This section identifies the use of performance measurement information to effect positive change in organizational culture, systems, and processes, by helping to set agreed upon performance goals, allocating and prioritizing resources, informing managers to either confirm or change current policy or program directions to meet those goals, and sharing results of performance in pursuing those goals.

I. MARKET RESEARCH On-going market research is conducted to ensure the contract requirements remain current with commercial standards, practices and industry performance evaluation methods.

J. QAP RECORDS REVIEW

a.

The contract administrator will review the QAP’s surveillance files no less than quarterly to ensure surveillance is properly conducted and documented, and contractor performance is within acceptable levels. This review will be documented in the CA and QAP files, and copied to the QAPC.

SURVEILLANCE FILES

An inspection file must be developed and maintained by the primary QAP. This folder is typically contained in hard copy, but may be maintained in a computer database provided there is adequate back up of the data to preclude accidental loss. The surveillance folder must contain the following sections, but may contain any other sections or information that the QAP finds useful. (This is not an all-inclusive list.)

(1) Section 1: Performance Plan

(2) Section 2: Contractor’s Quality Control Plan (QCP) (if required)

(3) Section 3: Surveillance Documents – The type of information that may be included are details of inspections or data gathering, conversations or meetings with the contractor, notes and comments that may be of value at some later date.

(4) Section 4: Contract – The portions of the contract that apply to the functional area(s) of the surveillance folder, e.g., PWS chapters, directive documents, references, pertinent terms defined by the contract, equipment listings, etc.

(5) Section 5: Appointment Letters/Certificates of Training – QAP appointment letters and training certificates and Letter of Delegation to the assigned Functional Commander.

(6) Section 6: Records – A section used for filing all documentation associated with contract quality assurance, e.g., correspondence, CO inputs, and customer complaints.

K. PERFORMANCE FEEDBACK Documentation is required to record, evaluate, and report contractor’s performance. On a monthly basis, the QAP will complete an evaluation of contractor performance and forward it to the CO that includes the following assessment elements.

Performance

Element Description

Quality of Service

Assess the contractor’s conformance to contract requirements, specifications, and standards of good workmanship (e.g., commonly accepted technical, professional, environmental, or safety health standards).

Schedule

Assess the timeliness of the contractor against the completion of the contract, task orders, milestones, and delivery schedule, administrative requirements (e.g., efforts that contribute to or effect the schedule variance).

Business Relationships

Assess if the contractor is oriented toward the customer’s needs. Is interaction between the contractor and government satisfactory or does it need improvement?

Management of Key Personnel

Assess if the contractor supports key personnel so they were able to work effectively and efficiently. If key personnel did not perform well, what action was taken by the contractor to correct this?

Cost Assess contractor service value and product/service reliability relative to cost; plan, organize, and coordinate acquisition alternatives, as appropriate. Was best value/cost considered for parts purchased.

L. PERFORMANCE RATINGS

Performance

Rating Criteria

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

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 assessed 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 being assessed contains serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

M. 60 CONS MANAGEMENT OVERSIGHT OF ACQUISITION OF SERVICES

PROCESS (MOASP) 37-1

M1. 30-day Assumption of Workload Review: All services acquisitions with a value in excess of $100,000 will be reviewed by the appropriate designated official within 30 days of the contractor’s full assumption of contract workload (for example, end of transition, phase-in, or similar event). The purpose of the review is to determine if the contractor successfully completed transition, is fully operational, and is within other performance parameters required by the contract. The QAP will conduct the initial 30-day post award review utilizing the monthly QAP report form and submit the report to the designated official. The designated office will determine if the contractor has or has not successfully completed transition, is fully operational, and is within other performance parameters required by the contract. In the event that the 30-day post award review indicates negative performance, the designated official will identify the specific categories of non compliance (i.e., negative variation in cost, schedule, and/or other significant performance metrics, etc.), and provide an explanation of the causes for the variance and an assessment of the contractor’s corrective action plan. Negative performance reports shall be forwarded to HQ AMC/A7K.

M2. ANNUAL PERFORMANCE REVIEW: All services acquisitions with a value in excess of $100,000 will be reviewed annually. This review is to be conducted not later than 30 days prior to issuing the notification of the Government’s intent to fund the follow-on year. The contract specialist will include a paragraph addressing the annual review in the CO’s determination to exercise the option. The statement shall be written to address contractor performance. The designated official will sign the CO’s determination.

Any negative variations in cost, schedule and/or other significant performance measures required by the contract will be reported to HQ AMC/A7K.

M3. Any significant changes in anticipated cost/price, schedule, or performance expectations are subject to a special review at the direction of the AFPEO/CM, HQ AMC/A7K, or other designated official.

APPENDIX 1

PERFORMANCE PLAN SIGNATURE PAGE

Functional Commander (FC) name/rank FC Squadron

Quality Assurance Personnel (Primary)

Quality Assurance Personnel (Alternate)

Quality Assurance Personnel (Alternate)

_______________________(CA)

Contract Administrator Ms Bernadette Breeding

_______________________(CO)

Contracting Officer Ms Cora Armstrong

Ms. Michele Agee Long (QAPC) Quality Assurance Program Coordinator

Quality Assurance Personnel (QAP) Monthly Report

APPENDIX 2

TO: 60 CONS/LGCB

FROM (organization):

Contractor Contract Number/Title of Service Delivery Order Number (if applicable)

Month Location (bldg, area, etc.)

Key Subcontractor(s)

Evaluation Items (check as applicable) Item NA Unsatisfactory Marginal Satisfactory Very

Good Exceptional

Quality of Service

Schedule

Cost Control

Business Relations

Management Key Personnel

Remarks:

Print name/grade of QAP Date Signature

Print name of Functional Commander

Signature Date

Reviewed by Signature Date Contract Specialist

Contracting Officer

Quality Assurance Program Coordinator

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

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

CORRECTIVE ACTION REPORT (CAR)

(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:

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 (QAP)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

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

11. QAP DETERMINATION

ACCEPTED REJECTED

12. CLOSE DATE

Corrective Action Report (CAR) Template, Feb 05 (SAF/AQCP)

Corrective Action Report (CAR) Template, Feb 05 (SAF/AQCP)

CORRECTIVE ACTION REPORT (CAR)

Continuation Sheet (Number to correspond with applicable Item Number on reverse)

Corrective Action Report (CAR) Instructions

Block 1. Enter Contractor Name.

Block 2. Enter Contract Number.

Block 3. Enter Contract Name or Type of Services.

Block 4. Enter Functional Area of the Contract.

Block 5. Enter the assigned suspense date given the contractor to provide a response to the CAR. A date must be entered for a Major CAR. A date is optional at the discretion of the Quality Assurance Personnel (QAP) initiating the CAR if the finding is Minor.

Block 6. All CARs will be tracked with a Control Number. The functional commander/functional director is the Issuing Authority for his/her contract Quality Assurance Evaluators (QAPs) generating CARs. By providing the control number to the QAP originating the CAR, the Issuing Authority demonstrates concurrence with the finding.

The control number will be made up of the first two letters of the name of the site or contract, the last two digits of the calendar year, and a three digit number starting with 001 and progressing upward throughout the calendar year (e.g., WP04-001).

Block 7.

1. Check the block that indicates whether the identified deficiency is assigned as a Major or Minor finding. See Performance Plan (PP), paragraph 6.1.4, for the definitions of Major and Minor findings and associated 2.State the details of the finding followed by a reference to the stated contractual requirement. The reference must state the portion of the contract, part, section, paragraph and subparagraph and must make a complete brief quotation of the contract reference.

3. State the impact that the finding has or could have on the accomplishment of the mission that the contract provides.

4. When determining how long to give the contractor to respond to the identified finding, the normal is 10 working days. The suspense date should reflect this unless the finding requires a greater amount of time to come to solution.

Major findings require a contractor response. Minor findings may require a contractor response at the discretion of the QAP initiating the CAR and/or the Issuing Authority.

Blocks 8 and 9. Contract QAPs initiating a CAR must sign in Block 8 and the Issuing Authority signs in Block 9.

Each annotates the date at the time of signature.

Block 10. Upon review of the contractor’s reply, the originator of the CAR will enter comments regarding acceptance or rejection of the contractor’s response. This block may also contain any comments regarding follow-on inspections conducted or needed at a later date to validate that the finding has not reoccurred.

Block 11. The QAP selects Accept or Reject after reviewing the contractor’s response.

Block 12. The QAP enters a close date after advising the Issuing Authority that the contractor’s response is acceptable and the Issuing Authority concurs. The Issuing Authority will then forward the closed CAR to the contractor and report accordingly in the monthly Certificate Of Service (COS) or other applicable contracting officer services report.

This routing remains the same if the contractor response is unacceptable and the CAR remains open until an acceptable response is received except that the Issuing Authority forwards the open CAR back to the contractor for additional information.

Continuation Sheet. The Continuation Sheet is to be used to expand on any information that will not fit in the applicable numbered block.

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 (QAP) SIGNATURE AND DATE

5. QAP PHONE 6. SUSPENSE DATE

I. PERFORMANCE

7. DEFICIENCY (CHECK ALL BOXES THAT APPLY)

NEW

REPEAT

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or SOW 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 QAP CITED DEFICIENCY

III. ACTION CORRECTED

14. CONCUR NON-CONCUR QAP SIGNATURE AND DATE

15. QAP REMARKS (REQUIRED)

16. CONTRACTOR REPRESENTATIVE REMARKS

Performance Assessment Report (PAR) Template, Feb 05 (SAF/AQCP)

Performance Assessment Report (PAR) Instructions

Block 1. Quality Assurance Personnel (QAP) enters contract or task order number.

Block 2. QAP enters contractor name.

Block 3. QAP enters type of services.

Block 4. QAP signs and dates.

Block 5. QAP enters telephone number.

Block 6. QAP assigns suspense date for Contractor Representative validation if a deficiency box was checked in Block 7.

Part I. Contractor Performance

Block 7. QAP checks all boxes that apply.

Block 8. QAP enters Services Summary or Statement of Work (SOW) paragraph item reviewed.

Block 9. QAP enters brief description of deficiency and tracking number if the deficiency box was checked in Block 7. Detailed description will be on Corrective Action Report (CAR).

Block 10. QAP enters a detailed performance assessment if the deficiency box in Block 7 was not checked.

Parts II and III will be used only if a deficiency was documented in Part I.

Part II. Contractor Validation

Block 11. Contractor Representative checks one box in response to QAP cited deficiency. If Concurrence is indicated, Contractor Representative continues to Block 12. If Non-Concurrence is indicated, continue to Block 13 and state reason(s) for Non-Concurrence with QAP cited deficiency and return PAR to QAP.

Block 12. Contractor Representative enters Estimated Completion Date of Corrective Action and continues to Block 13.

Block 13. Contractor Representative details Corrective Action and the Action Taken to Prevent Recurrence or Reason for Non-Concurrence of QAP cited deficiency.

Part III. Deficiency Corrected

Block 14. QAP checks appropriate block, signs, and dates.

Block 15. (Required Entry) QAP remarks regarding the Corrective Action and the Action Taken to Prevent Recurrence. If Non-Concur was checked, this block should be very detailed to explain why.

Block 16. Contractor Representative enters remarks if further discussion is needed about QAP concurrence with Contractor’s Corrective Action and Action Taken to Prevent Recurrence.

Continuation Sheet. The Continuation Sheet is to be used to expand on any information that will not fit in the applicable numbered block.