Atch_9_Performance Plan 1 Jul 08

PERFORMANCE PLAN

FOR

ENGINE MANAGEMENT

FOR MULTIPLE LOCATIONS

Coordination and Review:

REVISION CONTROL

Engine Management Services Support Performance Plan.

TABLE OF CONTENTS SECTION 2

Section Title Page

Customer Complaint Log 26

Customer Complaint Form 27 2.1

PURPOSE

1. This performance plan has been developed to provide Quality Assurance Personnel (QAP) an effective and systematic method to evaluate the Service Provider provided services as required by the terms and conditions of the contract. This performance plan implements the requirements of AFI 63-124, Performance Based Service Acquisitions (PBSA), with respect to the Government’s quality assurance requirements.

2. This performance plan is based on the premise that the Service Provider is responsible for management and quality control, not the Government. The Government’s objective in having the service provided is to have the Service Provider provide qualified management and supervisory personnel at the customer’s facilities, Engine Management personnel on locations, and a level of support for these personnel that shall allow them to accomplish the primary objective of performing Engine Management. The results Engine Management is striving to achieve in managing the acquisition is a performance driven organization providing quality service, and a contract to provide the best service to achieve the objective.

3. This performance plan describes the method(s) used to evaluate Service Provider provided services, and not the details of how the Service Provider accomplishes the work. The QAP shall use the inspection techniques as identified herein as a means to evaluate the contractor’s performance. The surveillance procedures identified in this performance plan, in concert with the contractor’s quality control procedures, will assure the Government of acceptable/satisfactory contractor performance.

4. The Service Provider, not the Government, is responsible for management and quality control actions to meet the terms and conditions of the contract. The role of Government quality assurance is to ensure performance standards are achieved. In conducting surveillance, QAP's are to be objective, fair, and consistent in evaluating Service Provider performance against the performance standards.

5. This performance plan is a living document and shall be revised or modified by members of Engine Management as circumstances warrant, throughout the life of the contract, to ensure adequate oversight of Service Provider performance is maintained.

2.2

ROLES AND RESPONSIBILITIES OF ENGINE MANAGEMENT

1. HQ AMC Engine Management

a. Ensure effective management of unit’s efforts to maintain adequate engine support to satisfy mission requirements. Ensure service is performance-based, foster innovation, and define metrics. Prepares PWSs and performance plans and obtains Contracting Officer coordination on the final product.

b. Nominates qualified individuals as QAPs to be centrally located at Scott AFB, Illinois. Ensures QAPs maintain proficiency and evaluate the QAPs job performance not less than annually. Ensures all personnel within the functional area who may have contact with service provider employees are aware of the proper working relationship and the necessity to avoid any conduct that may constitute a real or perceived conflict of interest.

2. Contracting Officer

a. Provides oversight of Engine Management in assessing contractor performance, and managing the acquisition throughout the life of the requirement.

b. Delegates’ authority for inspection and/or acceptance in accordance with the terms and conditions of the contract.

c. Informs the contractor of the names, duties, and limitations of authority for all quality assurance personnel assigned to the contract.

d. Periodically assesses the QAPs performance and advises the Maintenance functionals of any problems. Assesses/manages contractor performance assessment data, including submitting Contractor Performance Assessment Reporting System (CPARS) reports.

e. Issues modifications as necessary.

f. Assures the contractor receives impartial, fair and equitable treatment under the contract.

g. Takes formal action against the service provider for unacceptable performance, when appropriate.

3. Quality Assurance Personnel

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

b. Conducts Government contract quality assurance by or under the direction of Government personnel.

c. Evaluates and documents the service provider performance in accordance with the procedures set forth in this performance plan.

d. Notifies the Contracting Officer of any significant performance deficiencies.

e. Maintains surveillance documentation.

f. Recommends improvements to the performance plan and PWS, throughout the life of the contract.

g. Maintains technical competency in the functional area surveyed.

h. Obtains proficiency in surveillance procedures.

i. Certifies acceptance of services.

j. 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.

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

l. 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 performance plan for implementing initiatives brought forward, and monitoring the success of implementation.

m. Recommends any changes necessary to the contract, specifications, instructions, or other requirements that will provide more effective operations or eliminate unnecessary costs. Consult with Manpower on any work being performed, if any, that the Service Provider considers over and above the requirements of the installation.

n. Each QAP must receive Phase 1 and 2 training, provided by the contracting office, before they can perform contractor surveillance.

o. Uses assessment data to assist the Administrative Contracting Officer in the preparation of the Contractor Performance Assessment Reporting System (CPARS) reports.

4. Quality Assurance Program Coordinator

a. Develops, manages, and implements the Quality Assurance Program.

QAPC for AMC/A7KQ is located at 375 CONS (256-1096).

b. Provides Phase I QAP training and refresher training as needed.

5. Service Provider

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

2. Assigns competent and capable functional experts to Engine Management who will be available full time.

3. Maintains and implements a quality control plan that is acceptable to the Government.

4. Ensures that non-conformance of contract requirements are identified, corrected, and prevents recurrence.

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

2.3

SERVICE SUMMARY AND METHOD OF SURVEILLANCE

The PWS contains a Service Summary (SS) that summarizes performance thresholds. The SS does not identify every service required, but only those services considered most important for mission accomplishment. At a minimum, QAPs will monitor, review, report on the contractor’s performance and compliance with all SS items shown below.

1.Ensure all engine inspections and Time Change Items are accurately reflected in applicable maintenance information systems (MIS) IAW applicable engine technical orders (TOs).

2. Ensure engine inspections and Time Change Items are tracked, scheduled, and documentation of compliance is accomplished per AFI 21-101, paragraph 6.3.3.6.

3. Ensure IMD/G081/CEMS reflect same data at all times.

1.2.2.1.5.

1.2.2.1.5.

1.2.2.1.5.

No Time Change Items exceeding life limit

No more than 1% of engine inspections exceed interval limit

No more than a 5% data discrepancy between the systems Monthly: Periodic Inspection - Review MIS to determine total Time Change Items. Ensure no Time Change item exceed life limit

Monthly: Periodic Inspection - Review MIS to determine total number of engine inspections. Ensure no more than 1% of engine inspections exceed interval limits.

Monthly: Periodic Inspection - Compare the data reflected in the referenced systems and ensure it is the same. A data discrepancy of no more than 5% is acceptable.

4. Receive, schedule, track, and maintain status and documentation on all TCTOs

5. Track status and availability of TCTO kits, parts, and tools. Forecast parts needed for completion of TCTOs and conduct monthly TCTO reconciliation between G081 and CEMS.

1.2.2.1.1.

1.2.2.1.2., 1.2.1.7.1

No instance where TCTO is:

· Not Tracked

· Not in correct status code

· Compliance not documented

100% accuracy of engine TCTO requirements with engine kits, parts and tools on order.

Monthly: Periodic Inspection -

Compare TCTOs in MIS with HQ AMC TODO to determine accurate number of TCTOs to be tracked. Review MIS to verify accuracy of status codes and documentation.

Quarterly: 100% Inspection

Following TCTO reconciliation meeting, review MIS to ensure it has been reconciled with Supply.

6. Conduct aircraft document reviews to ensure engine times reported on AFTO Form 781J matches with CEMS and G081.

1.2.4.1.

No more than 1% discrepancies between Form 781J, and CEMS and G081.

Monthly: Periodic Inspection -

Compare Form 781J, and CEMS and G081 to determine if discrepancies exist.

Review shop engine status to verify installed and uninstalled engines are accurately reflected in the MIS.

2.4

2.4

SURVEILLANCE TECHNIQUES

1. Service Summary (SS) Items. The SS summarizes the expected service objectives (outcomes) and identifies the metrics that will be tracked to determine whether the outcomes are being achieved at the appropriate levels of performance. The Government through the QAP will monitor Service Provider’s performance using the surveillance methods(s) described below. In determining the evaluation criteria, the Government has considered what the contract specifically calls for, how performance can be surveyed, and if the proposed method of surveillance is adequate to assure the required level of performance has been achieved. Additionally, Service Provider’s performance will be a factor affecting inspections, i.e., surveillance frequency may be increased or decreased based on Service Provider’s demonstrated and documented performance. One or a combination of the following sureillance methods may be used to produced a well-rounded indication of Service Provider’s conformance:

a. Sampling (Periodic and Random Sampling)

b. Third Party Audit

c. Inspection (100% verification of specific tasks, weekly, monthly, quarterly, biannual, annual)

d. Customer Complaint

e. Service Provider’s metrics

Random Sampling This is the most appropriate method for frequently recurring tasks. Random sampling is done to determine whether to accept or reject the Service Provider’s performance of the total lot of a particular task for a given period of time, using the premise that the statistically selected sample is representative of the entire lot.

Periodic (Sampling) Surveillance This type of surveillance consists of the evaluation of samples selected on other than a 100-percent or statistically random basis. The results of periodic surveillance inspections may be used as the basis for actions against the Service Provider. In such cases the Inspection of Services clause becomes the basis for the Contracting Officer’s actions.

Third Party Audits Third Party Audits will be conducted by federal, state, and local agencies (i.e. OSHA, DMV, EPA, Environmental Management etc.).

One Hundred-Percent Inspection This surveillance type is preferred for those tasks that occur infrequently. It is also used frequently for those tasks having very stringent performance requirements. When this type of surveillance is used, the QAP must inspect and evaluate the Service Provider’s performance each time it is performed to determine acceptability.

Customer Complaints The QAP may use customer complaints to document discrepancies in Service Provider’s performance. The Contracting Officer may use validated customer complaints as the basis for actions against the Service Provider. In such cases the Inspection of Services clause becomes the basis for the Contracting Officer’s actions. When used, customer complaints must follow a formalized procedure:

a. It will be the joint responsibility of the contractor and the QAP to furnish written instructions and customer training to each organization receiving the Contractor’s services. Instructions and training should cover the format and content of the program and service to be surveyed; the action that may be expected from the contractor, from the QAPE, contract administrator, and contracting officer as a result of the complaints; and the limitations on the customer in dealing with contractor personnel.

b. The QAP is the primary point of contact for and must receive copies of all customer complaints. Customer Complaint Record (attached), or a locally devised form may be used, but all complaints and any resulting resolution must be documented. Customer complaint forms become a permanent part of the QAP surveillance records.

c. The QAP will check customer complaints to ensure resolution of the deficiency and revision of QC program to prevent recurrence.

Service Provider’s Metrics Methods of surveillance can change after contract award based on acceptance of a Contractor’s proposed Quality Control Program or agreement which establishes the metrics to be used. When metrics are used as a method of surveillance through the partnering process, they may be developed after contract award, but prior to the performance start date.

2. Non-Service Summary (SS) Items. In accordance with the Federal Acquisition Regulation contract clause 52.212-4, Contract Terms and Conditions – Commercial Items, the Government reserves the right to inspect or test any supplies or services that have been tendered for acceptance. The Government may require re-performance of nonconforming services at no increase in contract price. The Government must exercise its post-acceptance rights --

a. Within a reasonable time after the defect was discovered or should have been discovered; and

b. Before any substantial change occurs in the condition of the item, unless the change is due to the defect in the item.

The Government has the right to inspect and test all services called for by the contract, to the extent practicable at all times and places during the term of the contract. Therefore, QAP have the right to conduct surveillance for SS items and non-SS items as well.

2.5

UNACCEPTABLE PERFORMANCE

1. Unacceptable Performance

If the Service Provider’s performance is deemed unacceptable, QAP shall attempt to determine the cause of the unacceptable performance. If any Government action, or lack of action, caused the unacceptable performance, the unacceptable performance shall not be counted against the Service Provider. The QAP shall take action to ensure Government action, or lack of action, does not interfere with the Service Provider’s performance in the future. When the unacceptable performance is not the result of Government action, or lack of action, QAP shall promptly notify the Service Provider chief and issue a Contract Discrepancy Report (CDR) to the Service Provider chief’s representative to assure re-performance of the service is accomplished and corrective action is taken.

a. QAP shall obtain the Service Provider’s on-site representative’s signature and the date notified on the CDR. By initialing and dating the CDR, the service provider's representative is acknowledging that he or she has been informed of the unacceptable performance, and not necessarily agreeing that the performance was unacceptable. QAP shall direct the Service Provider to re-perform the service, if possible, without additional cost to the Government. Unacceptable performance re-performed by the Service Provider shall still count as unacceptable performance. If the Service Provider challenges the validity of the QAP’s unacceptable surveillance findings, and the QAP and Service Provider cannot come to an agreement, the matter shall be referred to the Contracting Officer for resolution. The contractor shall be required to return all completed CDRs to the QAP, no later than the suspense date indicated on the CDR. The QAP shall maintain a CDR Log of all CDRs issued to the Service Provider (a locally devised form may be used). The CDR log shall contain the CDR number, date issued, description of unacceptable performance, suspense date, and closeout date. All CDRs and CdR logs shall be maintained by the QAP for the life of the contract.

2. Contracting Officer Notification.

a. Major Finding. If at any time QAP identify a condition as having a significant adverse effect on the quality of the activity, such as those stated below, QAP shall document their findings and notify the Contracting Officer immediately in writing.

(1) Service Provider’s failure to meet a Performance Threshold or unacceptable performance that may require a CDR.

(2) Significant mission degradation in any Service Provider operated function.

(3) A situation, caused by the Service Provider, that is likely to result in hazardous or unsafe conditions for individuals (or any other Government resource) coming into contact with the work.

(4) Failure to provide adequate corrective action to preclude reoccurrence of Government identified findings.

(5) Failure to provide correction action to deficiencies identified by the Service Provider within a prescribed suspense period.

(6) Any failure to adhere to security regulations that results in a security incident.

b. Minor Finding. A departure from established standards having little bearing on the service provided. When QAP identify a minor finding, the QAP shall document the findings, but is not required to notify the Contracting Officer. 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 service provider has not taken proper steps to prevent recurrence. In this case, the QAP shall notify the Contracting Officer in writing.

3. Remedies for Unacceptable Performance.

a. 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 service provider 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 require the service provider to take necessary action to ensure that future performance conforms to the contract requirements.

b. If the service provider fails to promptly perform the services again or to take the necessary action to ensure future performance in conformity with requirements, the Government may --

(1) By contract or otherwise, perform the services and charge the service provider any cost incurred by the Government that is directly related to the performance of such service; or

(2) Terminate the service provider for cause.

(3) Adjust the contract to reflect to decreased value to the Government of not having the service provided.

2.6

CERTIFICATION/ACCEPTANCE OF SERVICES

1. ACCEPTANCE

Acceptance of services is the Contracting Officer’s responsibility, which may be delegated to the QAP to validate the services conform to applicable contract quantity and quality requirements.

a. Acceptance is evidenced by an acceptance certificate on an inspection or receiving report.

b. The preferred method of transmission of acceptance reports is via Wide Area Work Flow (WAWF) means. Acceptance reports need two dates, the date of delivery and the date of acceptance.

c. Government verification inspections of services shall not constitute acceptance, nor replace the Service Provider’s inspection or in any way relieve the Service Provider of any responsibility to take all actions necessary to assure highest quality of service rendered.

2.7

SERVICE PROVIDER QUALITY CONTROL PLAN

1. In accordance with the PWS Section 4.11, Quality Program, the Service Provider is to establish and maintain a Quality Control Program to ensure the requirements of the contract are provided as specified. The Service Provider provided a Quality Control Plan with their proposal describing the inspection system for the requested services listed in the PWS. The Service Provider will update the plan as changes occur and changes shall be submitted for review by the Contracting Officer. As required by the contract, the contractor’s proposal including their Quality Control Plan (QCP) is incorporated into the contract by reference. The Service Provider’s quality control plan contains, as a minimum, the following items:

a. 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).

b. Describe a method to the Government for identifying, preventing, and resolving deficiencies in the quality of service performed under this PWS before the level of performance becomes unacceptable and that also addresses processes for corrective actions without dependence upon Government direction.

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

d. Include a customer complaint feedback system, survey, and questionnaire for correction of validated complaints and to inform the customer of corrections.

e. Describe methods of direct and indirect communications with the multi-function team regarding performance of the PWS, to include regular and formal meetings.

2. Service Provider Inspection Records. Records of inspections will be kept and made available to the Government throughout the performance period and for the period after completion.

2.8

MANAGEMENT

1. Engine Management shall utilize the following approaches, methods, and tools to manage the contract upon award:

a. QAP shall conduct, document, track, and analyze Service Provider performance via regularly scheduled surveillances. The surveillance results shall be maintained as Past Performance Information and utilized to submit information into the Contractor Performance Assessment Report (CPAR). Surveillance results, along with the Service Provider’s submittals, will be used to develop metrics to track Service Provider’s overall compliance with the terms and conditions.

b. The Service Provider shall maintain and implement a quality control plan to ensure the provided services conform to the requirements of the performance work statement. QAP shall monitor Service Provider’s performance against the Service Provider’s quality control plan.

c. Ongoing market research shall be conducted by Engine Management members to keep abreast of the latest technologies and innovations, methods of surveillance, performance standards, and the contract shall be modified to incorporate changes that will provide more effective operations or eliminate unnecessary costs.

d. Multi-Functional Team shall conduct periodic progress meetings, not less than quarterly, to review the Service Provider’s performance. At these meetings the Contracting Officer may apprise the Service Provider of how the Government views their performance and the Service Provider will apprise the Government of problems, if any, being experienced. The Service Provider will also notify the Contracting Officer, in writing, of any work being performed, if any, that the Service Provider considers over and above the requirements of the installation. Appropriate action shall be taken to resolve any outstanding issues.

2. Customer Complaint. The QAP shall ensure complaint procedures and forms are made available to all customers (Sample: Customer Complaint Record/Log attached). Any personnel that observe questionable or incomplete services or services not performed, or performed improperly, should immediately contact the QAP. QAP shall receive, document, and validate or invalidate all complaints. If the complaint is invalid, the QAP shall contact the complainant and explain why the complaint was invalid. QAP shall fully document the resolution for each complaint on the Customer Complaint Record. Complaints will be tracked and if the performance threshold is not met, the QAP shall notify the Contracting Officer in writing. The Contracting Officer will notify the contractor and appropriate action can be taken.

3. Surveillance Schedule.

a. The QAP will develop a monthly, quarterly, or annual surveillance schedule, based on this performance plan’s requirements. A locally devised form may be used. The schedule shall be completed no later than 7 calendar days before the beginning of the period it covers. Copies of the surveillance schedule shall be provided to HQ AMC Engine Management and the Contracting Officer, before the start of the surveillance period. Surveillance schedules, when completed, shall be marked “For Official Use Only”, and shall not be shown to the Service Provider.

b. Changes to the surveillance schedule shall be posted monthly and copies sent to the HQ AMC Engine Management and the Contracting Officer. The QAP shall document the reason(s) for changes of the surveillance schedule, and maintain the documentation in the QAP files with the corresponding surveillance schedule that was changed.

2. Surveillance. Service Provider’s

a. It is essential that the QAP conduct the exact number of surveillances on the surveillance schedule for an effective quality assurance program.

b. The QAP shall conduct surveillance of the Service Provider’s performance by watching actual task performance, physically checking an attribute of the completed task, checking a management information report, or otherwise inspecting the task or its results, to determine whether or not the performance meets the standards contained in the contract.

c. The QAP shall use the AF Form 372, Contract Monitoring and Surveillance Report, or a locally devised form, to record surveillance results. Surveillance Documentation shall include as a minimum, the date, time, and location the surveillance was conducted, results of the surveillance (acceptable or unacceptable), contract paragraph number referencing the requirement, a short description of the requirement being surveyed, applicable remarks, signature of QAP conducting the surveillance. When QAP determine that Service Provider performance is unacceptable, the specific reason for the unacceptable performance shall be recorded on the QAP’s surveillance documentation.

3. QAP End of Month Report.

QAP shall submit an end of each month surveillance report (a locally devised form may be used) to the Contracting Officer , no later than the first week of each month for the previous month. The report shall identify the number of surveillances scheduled and conducted for the month, the number of unacceptable performances observed, the number of CDRs issued, number or valid customer complaints, any significant Service Provider performance discrepancies, and a rating of the Service Provider overall performance. The report shall be signed and dated by the QAP and a copy provided to the CO.

2.9

INSPECTION PROCEDURE

REFERENCE: SS-1.

APPLICABILITY: All locations

PERFORMANCE OBJECTIVE: Ensure all engine inspections and Time Change Items are accurately reflected in applicable Maintenance Information Systems (MIS) IAW applicable engine technical orders (TOs).

PERFORMANCE THRESHOLD: No Time Change Items exceeding life limit

Primary Method of Surveillance: Periodic inspections

Engine Time Change Items (TCI) are tracked by EOT, calculated cycles (CCY), total accumulated cycles (TAC), etc., are loaded/tracked in the MIS and CEMS databases. The Service Provider (SP) will continually perform some effort to accomplish this task. Therefore the best approach to surveillance is to periodically test/check/review the databases. The overall Service Provider success rate is measured by records check to ensure that all TCI items are removed prior to reaching life limits. Throughout the month the QAP will review MIS to determine whether any of the Time Change Items exceed life limit base on the engine’s technical order. If no Time Change Item exceed life limit the standard is met. If one or more Time Change Item exceed life limit the standard is not met. The QAP will rate the Service Provider Support as Acceptable or Unacceptable based on whether the standard is met.

Frequency: The frequency of inspection for this Service Summary item may vary from once a month to more than once a month as determined by the QAP and the Contracting Officer.

Secondary Method of Surveillance: Semi-Annual Self Inspection & Metric

QAP will validate Service Provider records/data against the Service Provider Metric to ensure mission success rates are met or exceeded and investigate any discrepancies.

Remarks:

Date/Time of Inspection:

Signature of Inspector:

2.9

INSPECTION PROCEDURE

REFERENCE: SS-2.

PERFORMANCE OBJECTIVE: Ensure engine inspections and Time Change Items are tracked, scheduled, and documentation of compliance is accomplished per AFI 21-101, paragraph 6.3.3.6.

PERFORMANCE THRESHOLD: No more than 1% of engine inspections exceed interval limit

Primary Method of Surveillance: Periodic Inspections

The Service Provider (SP) will continually perform some effort to accomplish this task. Therefore the best approach to surveillance is to periodically test/check/review the databases. The overall Service Provider success rate is measured by records check to ensure that all engine inspections are scheduled, tracked, and documentation of compliance with maintenance actions is accomplished per AFI 21-101. Throughout the month the QAP will review MIS to determine total number of engine inspections. The standard is met when no more than 1% of engine inspections exceed interval limits, otherwise the standard is not met. The QAP will rate the Service Provider Support as Acceptable or Unacceptable based on whether the standard is met.

Frequency: The frequency of inspection for this Service Summary item may vary from once a month to more than once a month as determined by the QAP and the Contracting Officer.

Secondary Method of Surveillance: Semi-Annual Self Inspection & Metrics

QAP will validate Service Provider records/data against the Service Provider Metric to ensure mission success rates are met or exceeded.

Remarks:

Date/Time of Inspection:

Signature of Inspector:

REFERENCE: SS-3.

PERFORMANCE OBJECTIVE: Ensure IMD/G081/CEMS reflect same data at all times.

PERFORMANCE THRESHOLD: No more than a 5% data discrepancy between the systems

Primary Method of Surveillance: Periodic Inspection

The Service Provider (SP) will continually perform some effort to accomplish this task. Therefore the best approach to surveillance is to periodically test/check/review the databases. The overall Service Provider success rate is measured by records check to ensure the data is consistent across the databases. Throughout the month the QAP will review the three systems to determine whether their data is consistent. This entails determining the total number of data fields in each system, and selecting approximately 20% of the data fields as a representative sample. Note that the systems could contain a different number of data fields (i.e., IMD = 120 data fields; G081 = 250 data fields, etc.) The goal is to select a sufficient number of comparable data fields across the systems so a comparison can be made. This lot of 20% then becomes your 100% representative sample. So, if this exercise yielded 20 data field for comparison, then 5% would be 1 data discrepancy. The standard is met when no more than a 5% data discrepancy exist between the systems. The QAP will rate the Service Provider Support as Acceptable or Unacceptable based on whether the standard is met.

Frequency: The frequency of inspection for this Service Summary item may vary from once a month to more than once a month as determined by the QAP and the Contracting Officer.

Secondary Method of Surveillance: Semi-Annual Self Inspection & Metric

Remarks:

Date/Time of Inspection:

Signature of Inspector:

2.9

INSPECTION PROCEDURE

REFERENCE: SS-4.

APPLICABILITY: All Locations

PERFORMANCE OBJECTIVE: Receive, schedule, track, and maintain status and documentation on all TCTOs

PERFORMANCE THRESHOLD: No instance where TCTO is:

· Not Tracked

· Not in correct status code, or

· Compliance not documented

Primary Method of Surveillance: Periodic Inspection

The Service Provider (SP) will continually perform some effort to accomplish this task. Therefore the best approach to surveillance is to periodically test/check/review the databases. The overall Service Provider success rate is measured by records check to ensure the data is consistent across the databases. TCTOs in the MIS will be compared to TCTOs on file with HQ AMC TODO to determine accurate number of TCTOs to be tracked. Throughout the month the QAP will review MIS to verify accuracy of status codes and documentation.

Frequency: The frequency of inspection for this Service Summary item may vary from once a month to more than once a month as determined by the QAP and the Contracting Officer.

Remarks:

Date/Time of Inspection:

Signature of Inspector:

REFERENCE: SS-5.

PERFORMANCE OBJECTIVE: Track status and availability of TCTO kits, parts, and tools. Forecast parts needed for completion of TCTOs and conduct monthly TCTO reconciliation between G081 and CEMS.

PERFORMANCE THRESHOLD: 100% accuracy of engine TCTO requirements with engine kits, parts or tools or order.

Primary Method of Surveillance: 100% Inspection

The Service Provider (SP) will continually perform some effort to accomplish this task. Per PWS paragraph 1.2.2.1.2 they are required to conduct monthly reconciliations between G081 and CEMS. Per PWS paragraph 1.2.1.7.1 they are required to submit reconciliation reports quarterly. Therefore, we will inspect each of the 4 quarterly reports submitted or 100%. Following quarterly TCTO reconciliation meeting, QAP will review MIS to ensure that it has been reconciled with Supply for consistency between engine requirements and kits, parts and tools on order.

Frequency: The frequency of inspection for this Service Summary item may vary from once a month to more than once a month as determined by the QAP and the Contracting Officer.

Remarks:

Date/Time of Inspection:

Signature of Inspector:

REFERENCE: SS-6.

PERFORMANCE OBJECTIVE: Conduct aircraft document reviews to ensure engine times reported on AFTO Form 781J matches with CEMS and G081.

PERFORMANCE THRESHOLD: No more than 1% discrepancies between Form 781J, and CEMS and G081.

The Service Provider (SP) will continually perform some effort to accomplish this task. Therefore the best approach to surveillance is to periodically review AFTO Form 781J, CEMS, and G081 to determine if the engine times reported matches. This entails determining the total number of data fields in each system, and selecting approximately 20% of the data fields as a representative sample. Note that the systems could contain a different number of data fields (i.e., IMD = 120 data fields; G081 = 250 data fields, etc.) The goal is to select a sufficient number of comparable data fields across the systems so a comparison can be made. This lot of 20% then becomes your 100% representative sample. So, if this exercise yielded 20 data field for comparison, then 5% would be 1 data discrepancy. The standard is met when no more than a 5% data discrepancy exist between the systems. The QAP will rate the Service Provider Support as Acceptable or Unacceptable based on whether the standard is met.

Frequency: The frequency of inspection for this Service Summary item may vary from once a month to more than once a month as determined by the QAP and the Contracting Officer.

Remarks:

Date/Time of Inspection:

Signature of Inspector:

2.9

INSPECTION PROCEDURE

REFERENCE: SS-7.

PERFORMANCE OBJECTIVE: Maintain both automated and non-automated historical and current records and maintenance data on aircraft, engines and components (installed and uninstalled).

PERFORMANCE THRESHOLD: No more than one installed or uninstalled engine in wrong status.

The Service Provider (SP) will continually perform some effort to accomplish this task. Therefore the best approach to surveillance is to periodically review AFTO Form 781J and CEMS and G081 to determine if the engine times reported matches. Throughout the month the QAP will review shop engine status to verify installed and unistalled engines are accurately reflected in the MIS.

Frequency: The frequency of inspection for this Service Summary item may vary from once a month to more than once a month as determined by the QAP and the Contracting Officer.

Remarks:

Date/Time of Inspection:

Signature of Inspector:

Customer Complaint Log Contract:

Valid?

CO Valid?

(yyyymm-seq no.)

CUSTOMER COMPLAINT INQUIRY

Customer Name:

(Optional) Feedback requested?

Mission Number (if applicable)

Customer’s Complaint: (Who, what, when, where, why. Continue on separate sheet if necessary or attach separate memo/email if method is other than verbal)

QA Personnel Validation: (Results of investigation: Conduct interviews with contractor employees, continue on separate sheet or attach written correspondence from contractor)

Valid Non Compliant Performance Objective:

PWS Reference for Non Compliance:

Contracting Officer’s Determination:

Valid Date Forwarded to Contractor for Comment: