Atch 5 - PerformancePlan.doc

PERFORMANCE PLAN

MISSILE TECH ORDER SUPPORT (MTOS)

SERVICES CONTRACT

707 Missile Sustainment Squadron (MSUS) 498 Missile Sustainment Group (MSUG), Air Force Nuclear Weapons Center (AFNWC) Tinker Air Force Base, Oklahoma

FUNCTIONAL COMMANDER

DATE

QUALITY ASSURANCE PERSONNEL COORDINATOR

QUALITY ASSURANCE PERSONNEL

PROCUREMENT CONTRACTING OFFICER

ADMINISTRATIVE CONTRACTING OFFICER

CONTRACTOR

Signature does not signify agreement with the content of this document rather it indicates the contractor’s cognizance of this document and its content.

1. Objective: This Performance Plan provides a quality surveillance strategy for technical and engineering support services to be performed at the contractor’s facility. The primary intent of the Performance Plan is to provide a basis for the government to monitor the quality of the contractor's performance on this contract. The role of the government representative will be to identify deficiencies, if any, early on so corrections can be made. This performance plan also gives the government representative and contracting officer a productive mechanism to preclude major deficiencies in performance, and provide input for annual Contractor Performance Assessments Report.

2. Goals of the Multi-functional Team (MFT). The goals of this team are to provide the highest levels of contract performance and customer satisfaction.

3. MFT Members and their Responsibilities. The membership, goals and responsibilities of the MFT are outlined below. Upon award of the contract, the Contractor will become a member of this team.

Membership of the Missiles Tech Order Support Services contract Multi-Functional Team includes following members:

Dana Jennings

Functional Commander/Functional Director (FC/FD)

Robert Reed

Procurement Contracting Officer (PCO) Teresa Tyrone

Quality Assurance Personnel Coordinator (QAPC) MSgt. Terry Turner

Quality Assurance Personnel (QAP)

3.1. Procurement Contracting Officer (PCO)/Administrative Contracting Officer (ACO) responsibilities:

1. Maintains within the contract file copies of the appointment letters of Quality Assurance Personnel (QAP) assigned to the contract by AFNWC. Appointment letter(s) will indicate QAP areas of responsibilities and limitation of authority. PCO will notify the Contractor in writing of the names and QAP areas of responsibility.

2. Provides Phase II training for any QAP assigned by AFNWC.

3. Keeps communication lines open with the Contractor regarding performance issues.

3.2. QAP Responsibilities:

1. Ensures supplies or services rendered by Contractor meet contract requirements.

2. Notifies the PCO and the Contractor of any performance deficiencies in writing or by e-mail.

3. Assists PCO in determination of what portion of the contract has not been performed.

4. Ensures discrepancy reports are accurate and reported properly.

5. For AFNWC QAP, completes Phase I and Phase II training prior to contract start date.

6. Identifies areas that warrant a change in assessment method, frequency, or performance threshold and provides suggestions about the performance plan to the PCO.

7. Maintains accurate documentation of Contractor assessment activities as required by the performance plan and reports the results of Contractor assessment activities to the PCO.

8. Serves as primary coordinator for Contract Specialist & PCO.

9. Maintains a contract file in accordance with (IAW) the Performance Plan and requests PCO disposition at the completion of the contract.

10. Submits all requests for corrective action to the PCO.

11. Inspects and accepts Contractor services at the completion of each contract payment period, usually monthly. The QAP will certify services actually received.

12. Participates as a member of the MFT.

3.3. QAP Coordinator (QAPC) Responsibilities:

1. Shall perform Phase I training and maintain training records for any AFNWC QAP.

2. Shall perform training for FC/FD and maintain records.

3. Supports the MFT in the development of contract requirements specifically to ensure that requirements are clearly stated and enforceable.

4. Is the lead authority on development for the Service Summary and Performance Plan.

5. Participates as a member of the MFT.

3.4. Functional Commander/Functional Director (FC/FD) Responsibilities:

1. Assigns qualified functional experts to the MFT.

2. Ensures requirement documents developed by the MFT satisfy mission requirements, are performance-based, and provide meaningful measurement of Contractor progress attaining desired outcomes.

3. Assigns primary and alternate QAP personnel.

4. Reviews Contractor performance assessment documentation prepared by QAP on a periodic basis, not less than annually, to ensure performance is compatible with contract objectives.

5. Shall participate as a member of the MFT.

4. Performance Assessment.

The required performance objectives can be found in the Service Summary in the PWS. The contractor service requirements are summarized into performance objectives that relate directly to the mission essential items. The performance threshold describes the minimum acceptable levels of service for each requirement. The contractor shall be aware that the absence of any contract requirement from the service summary does not detract from its enforceability nor limit the rights or remedies of the Government under any other provision of the contract.

The contractor will support 498 MSUG by implementing a program that ensures a timely and cost effective means of executing the Tech Order Support Contract as identified in PWS. The performance thresholds established for each of the performance objectives are the number of defects with corresponding ratings allowable and documented in annual CPAR. Government personnel will conduct monthly evaluations of above data along with yearly review of the revision changes.

TABLE 1

Performance Objective

Threshold Method of

Surveillance

Deliver technical data TO files as follows:

a. Emergency Priority.

b. Urgent Priority.

c. Expedite Priority.

d. Routine Priority.

1.14.1

1.14.2, 1.14.3

1.14.4

a. Within three (3) workdays after the Contractor obtains the necessary material.

b. Within five (5) workdays after the Contractor obtains the materials.

c. Within fifteen (15) workdays after Contractor obtains the materials

d. Within thirty-six (36) workdays prior to the “Red Date” due date.

Customer Complaints, Performance Monitoring and Periodic Inspection Monthly.

Maintain all technical data files IAW TO 00-5-1.

Periodic Inspection Performance Monitoring and Reporting.

Periodic Inspection Quarterly.

Customer Complaints, Periodic Inspection Performance Monitoring and Reporting.

NOTE

The following paragraph explain inspection procedures for each surveillance method within Table 1.

Sampling Method for SS-1, SS-4, SS-6 and SS-9 (Customer Complaint): N/A.

Inspection Procedures for SS-1, SS-4, SS-6 and SS-9 (Customer Complaint): See section 4.2.1 of the performance plan and the follow-up procedures as shown under section 4.1. Documentation will be kept on file and made available to the PCO upon request.

Sampling Method for SS-1, SS-2, SS-3, SS-5, SS-6, SS-7, SS-8 and SS-9 (Periodic/Monthly and/or Quarterly): On a monthly and/or quarterly basis, the QAP will follow the quality assurance procedures per the contract inspection clause by periodically reviewing the output which may include review of contract deliverables, audits etc. in order to document contractor performance.

Inspection Procedures for SS-1, SS-2, SS-3, SS-5, SS-6, SS-7, SS-8 and SS-9 (Periodic/Monthly and/or Quarterly): The QAP will track on a monthly and/or quarterly basis the results associated with his/her performance of the quality assurance procedures per the contract inspection clause in order to verify if the performance threshold has been met. Documentation will be kept on file to show when surveillance was performed and made available to the PCO upon request.

4.1. Procedures. The government QAP will periodically perform inspections to ensure Contractor compliance with the appropriate paragraphs of the PWS and will record the results of inspections, noting the date and time. If inspection indicates a performance threshold is not met, the QAP will notify the Contractor and the contracting officer of the deficiency for correction. The Contractor shall be given a reasonable time after notification to correct the unacceptable performance if such correction is possible. The length of time allowed to correct the problem will depend upon the requirement and the deficiency, and the Contractor will be notified by the PCO of the time allowed for correction when the deficiency is reported to the Contractor. The QAP will not consider the services complete until all deficiencies have been corrected. Deficiencies not corrected or estimated dates of completion that are not acceptable to the QAP will be forwarded to the PCO for action. The QAP will certify services actually received under this contract in accordance with its terms and conditions. Format is at the discretion of the QAP. Upon notification from the contractor that the defect has been corrected, the QAP will re-inspect the area/task associated with the customer complaint or Correction Action Report that was issued by the Government. The QAP will verify the root cause and corrective/preventative actions submitted by the contractor are effective and prevent reoccurrence.

4.1.1 Corrective Action Report (CAR). A CAR shall be used by the QAP to document contract requirement findings and subsequent corrective actions to be taken. A computer-generated CAR may be used, provided the information on the CAR remains the same. See attached CAR and instructions for filling out.

4.1.2 Definitions of Major Findings & Minor Findings. Major findings are contract non-conformances which are considered critical or major. IAW FAR 46.101, a major non-conformance means a non-conformance, other than critical, that is likely to result in failure or reduce the usability of the services for their intended purpose. A critical non conformance means a non conformance that is likely to result in a hazardous or unsafe condition for individuals using, maintaining, or depending upon the services; or is likely to prevent performance of a vital agency mission. If at any time QAP/COTR identifies a condition as having a significant adverse effect on the quality of the activity, such as those stated below, the QAP/COTR shall document their findings and notify the Contracting Officer immediately in writing. Email is acceptable.

1. Contractor failure to meet a Performance Threshold.

2. Failure to provide adequate corrective action to preclude reoccurrence of

Government identified findings.

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

4. Any failure to adhere to security and/or safety regulations that results in a security or safety incident.

4.2. Methods of Surveillance. 1) Periodic Inspection of Process or Output; 2) 100% Inspection; or 3) Customer Complaint.

4.2.1. Customer Complaint. QAP will furnish written instructions and/or customer training to each organization receiving the contractor's services. Any customer observing unacceptable services, either incomplete or not performed, for any of the above performance objectives should immediately contact the QAP. The QAP must evaluate the complaints on a case-by-case basis. If any Government action or lack of action caused unacceptable performance, the complaint is not valid. The QAP will document the invalid complaint and keep for their records. If the complaint is not a result of any Government action, the procedures in paragraph 4.1 will be followed.

4.2.2. 100% Inspection. All deliverables (reports etc.) will be inspected 100% for errors and omissions.

4.2.3. Periodic Inspection. This type of surveillance is based upon selecting samples for evaluation on other than 100% inspection on a statistically random basis.

4.2.4. Random Inspection. A statistically based method that assumes a receipt of acceptable performance if a given percentage or number of scheduled assessments are found to be acceptable.

4.3. Standard. The Contractor must correct each discrepancy through re-performance. Recurring discrepancies during the reporting period which bring the performance threshold below the acceptable level will be recorded and reported to the PCO for appropriate action. Additionally if the same discrepancy occurs repeatedly throughout different reporting periods, this will reflect upon the Contractor's performance. The QAP will annotate the unacceptable performance and notify the PCO in order to address the problem areas with the Contractor. In those instances where re-performance is not possible, the CO may deduct payment IAW the inspection of services clause.

4.4. Surveillance of Non-Service Summary Items. The Government reserves the right to inspect and test services required by the contract, to the extent practicable, at all times and places, during the term of the contract IAW the contract inspection clause.

4.5. Remedies for Non-Conformance. If inspections indicate unacceptable performance, the

QAP will notify the Contractor of the deficiencies for correction. 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 QAP should notify the PCO for action. If the Contractor disagrees with the noted discrepancy and an agreement cannot be reached, the PCO shall be notified for a final decision.

4.6 Positive and Negative Incentives. IAW the results of the QAP surveillance documentation, areas warranting a change in assessment method, frequency, or performance threshold will be changed in either a positive or negative manner throughout the life of the contract, if warranted.

5. Performance Management.

5.1. Market Research. Market research will be used as a tool throughout the life of the contract to remain current with the most efficient and effective assessment methods and techniques of the commercial marketplace.

5.2. MFT Meetings. The MFT will manage the contract for the life of the contract. This team is a partnership between the government and the Contractor to ensure the best possible service is provided for the life of the contract.

5.2.1. All performance assessment data will be reviewed at these meetings. If performance improvement is necessary a plan of action will be created.

5.2.2. The goal of the MFT is to give all members a vested interest in maintaining the highest quality service to our customers and the ability to propose/initiate improvements. The success of the contract is a combined effort of all MFT members.

5.3. Disputes. Attempts will be made to resolve all disputes arising under this plan using the Alternate Dispute Resolution (ADR) as outlined in FAR 33.214. The objective is mutually agreeable resolutions that are relatively inexpensive and expeditious. If no resolution can be made under ADR, the PCO shall be notified for a final decision.

6. Deviations. IAW Air Force Instruction 63-124, deviations from Performance-Based Services Acquisition documents or formats by the MFT meet the spirit and intent of the requirements they replace.

7. Revisions to this Performance Plan. Revisions are the joint responsibility of the PCO and QAP. This document can be changed at any time following coordination with the MFT.

_1325073576.doc

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 FORMCHECKBOX

MAJOR FORMCHECKBOX

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

FORMCHECKBOX

ACCEPTED FORMCHECKBOX

REJECTED

12. CLOSE DATE

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) Template, Feb 05 (SAF/AQCP)

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 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 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.