6._QASP.pdf

Quality Assurance Surveillance Plan (QASP)

1. Vision

The objective of this service is to provide laundry and dry cleaning services to the 7th Medical Group (MDG), Dyess AFB, TX. This QASP is designed to provide an effective surveillance method of monitoring contractor performance while implementing services as defined in the Performance-based Work Statement (PWS). This surveillance plan is based on the premise that the contractor, and not the government, is responsible for management and quality control actions to meet the terms of the contract. The role of the government regarding quality assurance is to ensure contract standards are achieved and consistent. In this contract, the contractor’s quality control program is the device for service quality. The contractor is required to develop a comprehensive program of inspections and monitoring actions and this quality control program, submitted at the beginning of the contract, provides the measures needed to ensure services maintain the appropriate standards and are consistently satisfactory for meeting the needs of 7 MDG.

2. Mission

Deliver medically ready expeditionary forces while providing innovating and optimized healthcare to those we serve.

3. Purpose

This Quality Assurance Surveillance Plan is a government-developed document used to determine if the contractor’s performance meets the performance standards contained in the contract. The QASP establishes procedures on how this assessment/inspection process will be conducted. It provides the detailed process for a continuous oversight process:

What will be monitored

How monitoring will take place

Who will conduct the monitoring

How monitoring efforts and results will be documented

The contractor is responsible for implementing and delivering performance that meets contract standards using its Quality Control Plan. The QASP provides the structure for the government’s surveillance of the contractor’s performance to assure that it meets contract standards. It is the government’s responsibility to be objective, fair and consistent in evaluating contractor performance.

The QASP is not part of the contract nor is it intended to duplicate the contractor’s quality control plan. This QASP is a living document. Flexibility in the QASP is required to allow for an increase or decrease in the level of surveillance necessary based on contractor performance.

The government may provide a copy of the QASP to the contractor to facilitate open communication. In addition, the QASP should recognize that unforeseen or uncontrollable circumstances might occur that are outside the control of the contractor.

Bottom line, the QASP should ensure early identification and resolution of performance issues to minimize impact on mission performance.

4. Authority

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

5. Roles and Responsibilities

The following personnel shall oversee and coordinate surveillance activities.

Contracting Officer (KO) – The KO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The KO shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. Determine the final assessment of the contractor’s performance.

Assigned KO: Captain Erika L. Thornton Organization or Agency: 7th Contraction Squadron, LGCB Telephone: 325-696-3551 Email: erika.thornton.1@us.af.mil

Contracting Officer’s Representative (COR) - The COR is responsible for providing continuous technical oversight of the contractor’s performance. The COR uses the QASP to conduct the oversight/surveillance process. The COR shall keep a Quality Assurance file that accurately documents the contractor’s actual performance. The purpose is to ensure that the contractor meets the performance standards contained in the contract.

The COR is responsible for reporting early identification of performance problems to the KO. The COR is required to provide an annual performance assessment to the KO which will be used in documenting past performance. The QASP is the primary tool for documenting contractor performance. The COR is not empowered to make any contractual commitments or to authorize any contractual change on the Government’s behalf.

Contracting Officer’s Representative (COR) – <Name will be entered after award> Telephone: <enter number> Email: <enter address>

Federal Requirements Evaluator Designee (FRED) – <Name will be entered after award> Telephone: <enter number> Email: <enter address>

Other Key Government Personnel (enter name or delete these line if not applicable) This may include performance monitors, inspectors, technical experts, or others who provide information that helps the COR monitor contractor performance.

Contractor Representatives

The following employees of the contractor serve as the contractor’s Program Manager and Task Manager for this contract. (Complete this section after the contract award)

Program Manager - <upon award, enter name> Telephone: <enter number> Email: <enter address>

Task Manager - <upon award, enter name> Telephone: <enter number> Email: <enter address>

Other Key Contract Personnel - <upon award, enter name > Title: <enter title> Telephone: <enter number> Email: <enter address>

6. Performance Requirements and Method of Surveillance

6.1. Contract Surveillance

The goal of the QASP is to ensure that contractor performance is effectively monitored and documented. The COR’s contribution is their professional, non-adversarial relationships with the KO, PM and the contractor, which enables positive, open and timely communications. The foundation of this relationship is built upon objective, fair, and consistent COR evaluations of contractor performance against contract requirements. The COR uses the methods contained in this QASP to ensure the contractor is in compliance with contract requirements. The COR function is responsible for a wide range of surveillance requirements that effectively measure and evaluate the contractor’s performance. Additionally, this QASP is based on the premise that the contractor, not the government, is responsible for management and QC/QA actions to successfully meet the terms of the contract.

6.2. Surveillance Matrix

The Surveillance Matrix (Attachment 1) is the list of performance objectives and standards that must be performed by the contractor. This matrix details the method of surveillance the COR will use to validate and inspect these performance elements.

Inspection of each element will be documented in the COR file.

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

6.3. Performance Rating Definitions

In evaluating the quality of contractor’s performance, the following performance ratings may be used.

Performance Rating

Criteria

Excellent / Outstanding

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 no problems and contractor actions were highly effective.

Very Good Performance meets contractual requirements and exceeds some to the government benefits. The contractual performance was accomplished with few minor problems for which corrective actions taken by the contractor were effective.

Good Performance meets contractual requirements. The contractual performance contains some minor problems for which corrective actions taken by the contractor were satisfactory.

Marginal Performance does not meet some contractual requirements. The contractual performance reflects a serious problem for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear 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 contains serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

7. Performance Reporting

The government supervisors/FRED must survey the contracted health care services’ performance on a monthly basis, at a minimum, and forward the information to the

COR.

7.1. Performance Assessment Report

The COR and FRED will be responsible for updating CPARS as required.

7.2. Corrective Action Report (CAR)

7.2.1 Contractor Officer Representative (COR) will provide instructions to MDG staff on the procedures of the customer complaint process. Any customer receiving unacceptable service should immediately submit a customer complaint form or email to the COR for the Laundry and Dry Cleaning services contract. Upon receipt, the COR will conduct an investigation to determine the validity of the complaint. If the COR determines the complaint to be invalid, he will document the written complaint of the findings and notify the customer. If the complaint is validated, the COR shall notify the Contractor’s Quality Control Inspector (QCI) or Point of Contact (POC) to pick up the written customer complaint. The contractor shall be given an appropriate time frame (depending on the discrepancy identified) after notification to correct the unacceptable performance. The COR will inform the customer of the approximate time the discrepancy(s) will be corrected. A discrepancy will not be recorded if proper and timely correction of the unacceptable conditions(s), product or service is accomplished and thresholds listed in paragraph 4, Services Summary, have not been breached. A record will be kept, however, to document any trends resulting from repeated complaints. If the QCI/POC disagrees with the complaint after investigation and challenges the validity of the complaint, the COR will notify the Contracting Officer (CO).

7.2.2 Recurring Discrepancies. Recurring discrepancies are not permitted for any of the service items listed above. For example, if a customer has a valid complaint, the contractor must correct the discrepancy through re-performance, if possible. No discrepancy will be recorded against the contractor’s performance. However, if the same situation occurs again during the reporting period to bring the performance threshold below the acceptable level, a discrepancy will be recorded and reported to the CO for appropriate action in accordance with FAR 52.212.4, Contract Terms and Conditions-Commercial Items. Additionally, if the same discrepancy occurs repeatedly throughout different reporting periods, this will reflect upon the contractor’s performance. COR will annotate the unacceptable performance and notify the CO in order to address the problem areas with the contractor, and a BRAG meeting will be scheduled if needed.

7.2.3 Remedies for Non-Conformance. If inspections indicate unacceptable performance, the COR will notify the contractor’s POC of the deficiencies. The contractor shall be given an appropriate time frame (depending on the discrepancy identified) after notification to correct the unacceptable performance. If deficiencies are not corrected within the required time frame, the COR should notify the CO for action. If the contractor disagrees with the noted discrepancy and an agreement cannot be reached, the CO shall be notified for a final decision.

Appendix 1 - Surveillance Matrix

PERFORMANCE OBJECTIVE

PWS

REFERENCE

PERFOMANCE THRESHOLD

PO-1 Comply with pickup and delivery schedules

Para 1.2 No more than one discrepancy per month

PO-2 Comply with packaging Para 1.5.3, Appendix B

No more than two discrepancies per month

PO-3 Comply with workmanship and sanitation requirements

Para 1.5 No more than one discrepancy per month

PO-4 Comply with transportation and storage of articles

Para 1.4 No more than one discrepancy per month

PO-5 Deliver correct quantities (Physical Therapy & Dry Cleaning Only)

Para 1.3.4 No more than two discrepancies per month

PO-6 Comply with weight variation between picked up and delivered laundry

Para 1.3.3 The weight difference between the delivered (clean) laundry and the picked up (soiled) laundry shall not exceed 8% 100% of the time per month

Inspection Metrologies:

M1: Inspection of Reports. All reports shall be reviewed upon receipt. The reviewer will report any flaws in the document and categorize the flaws (Editorial, Format, and/or Substance).

Performance Assessment Report (PAR)

Page 1 of 3Updated: 9 Jun 16

Section A: General Information

1. Contractor: 2. Contract Number: 3. Type of Services:

4. Quality Assurance Personnel (QAP) / Contracting Officer Representative (COR):

Date

[click and select]

Typed Name, Rank, Title Signature

E-Mail: Phone:

Section B: Performance

5. Finding Documentation

New Deficiency Repeat Deficiency No Deficiency Noted

6. Suspense Date

[ click and select ]

7. Services Summary or SOW Paragraph Item Reviewed

Row # Performance Objective PWS Para. Performance Threshold Method of Surveillance

8. COR Observations

Row # Observation

9. Detailed Performance Assessment

Section C: Contractor Validation

10. Contractor Representative

Concur Non-Concur

11. Corrective Action Estimated Completion Date

[ click and select ]

12. Corrective Action and Prevention of Recurrence OR Reason for Non-Concurrence of QAP Cited Deficiency

Page 2 of 3Updated: 9 Jun 16

Section D: Deficiency Resolution

13. Action Corrected: Concur Non-Concur

Date

[ click and select ]

Typed Name, Rank, Title of QAP/COR Signature of QAP

14. QAP/COR Remarks (Required)

15. Contractor Representative Remarks

Page 3 of 3Updated: 9 Jun 16

INSTRUCTIONS

Section A: General Information

Block 1. Quality Assurance Personnel (QAP) or Contracting Officer Representative (COR) enters contractor name.

Block 2. QAP/COR enters contract or task order number.

Block 3. QAP/COR enters type of services.

Block 4. QAP/COR signs, dates and enters contact information.

Section B: Performance

Block 5. QAP/COR checks all boxes that apply to the assessment findings.

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

Block 5.

Block 7. QAP/COR enters Services Summary or Statement of Work (SOW) paragraph item reviewed.

Block 8. QAP/COR enters brief description of deficiency and tracking number if the deficiency box was checked in Block

5. Detailed description will be on Corrective Action Report (CAR).

Block 9. QAP/COR enters a detailed performance assessment if the deficiency box in Block 5 was not checked.

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

Section C: Contractor Validation

Block 10. Contractor Representative checks one box in response to QAP/COR cited deficiency. If Concurrence is indicated, Contractor Representative continues to Block 11. If Non-Concurrence is indicated, continue to Block 12 and state reason(s) for Non-Concurrence with QAP/COR cited deficiency and return PAR to QAP/COR.

Block 11. Contractor Representative enters Estimated Completion Date of Corrective Action and continues to Block 12.

Block 12. Contractor Representative details Corrective Action and the Action Taken to Prevent Recurrence or Reason for Non-Concurrence of QAP/COR cited deficiency.

Section D: Deficiency Resolution

Block 13. QAP/COR checks appropriate block, signs, and dates.

Block 14. (Required Entry) QAP/COR 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 15. Contractor Representative enters remarks if further discussion is needed about QAP/COR concurrence with

Contractor's Corrective Action and Action Taken to Prevent Recurrence.

Corrective Action Report (CAR)

1. Contractor: 2. Contract Number: 3. Type of Services:

4. Functional Area: 5. Suspense Date:

[click and select]

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) / Contracting Officer Representative (COR):

Date

[click and select]

Typed Name, Rank, Title Signature

9. Issuing Authority:

Date

[click and select]

Typed Name, Rank, Title Signature

10. QAP/COR Response to Contractor Corrective Action and Action Taken to Prevent Recurrence:

11. QAP/COR Determination: Accepted Rejected 12. Close Date: [click and select]

Corrective Action Report (CAR)

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) or / Contracting Officer Representative (COR) 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 QAPs or CORs generating CARs. By providing the control number to the QAP/COR 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 explanations.

2. Finding: Clearly 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/COR initiating the CAR and/or the Issuing Authority.

Blocks 8 and 9. Contract QAPs/CORs 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/COR selects Accept or Reject after reviewing the contractor's response.

Block 12. The QAP/COR 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.

Customer Complaint Record

Contract Reference:

Nature of Complaint ( Complainant )

Date Complainant

[ Name ] [ Office Symbol, Phone Number ] [ Email Address ]

Signature

Validation ( Quality Assurance Evaluator (QAE) / Contracting Officer Representative (COR) )

Date QAE / COR

[ Name ] [ Office Symbol, Phone Number ] [ Email Address ]

Signature

Action Taken (Contractor )

Date Contractor

[ Name ] [ Office Symbol, Phone Number ] [ Email Address ]

Signature

Received and Validated (Contract Administrator )

Date Contract Administrator

[ Name ] [ Office Symbol, Phone Number ] [ Email Address ]

Signature