FA811914R0001_QASP.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

SERVICE/REPAIR CONTRACT

AND

ENGINE HEALTH CENTER SUPPORT

Of

JETSCAN INSTRUMENTS AND EQUIPMENT

Contract Number:

Contractor: OSyS

Tinker AFB, OK

6 FEB 2014

1. Objective. The objective of this effort is to obtain maintenance/repair services for fielded electronic scanning equipment (SEM/EDX).

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate Contractor actions while implementing the PWS. It is designed to provide an effective surveillance method of monitoring Contractor performance for each item listed objective on the Service Summary (SS) in the PWS. The QASP provides a systematic method to evaluate the services the Contractor is required to furnish. This QASP is based on the premise that the Contractor, not the Government, is responsible for management and quality control actions to meet the terms of the contract.

2. Goals of the Multi-Functional Team (MFT). The goals of this team are to manage this contract and to provide an avenue to collectively work together to create a strong working relationship between the using agency, contracting and the Contractor and provide the highest level of contract performance and customer service.

3. MFT Members and their Responsibilities. The membership, goals and responsibilities of the MFT are outlined below. The MFT includes, but is not limited to:

• Procurement Contracting Officer (PCO) and/or Administrative Contracting Officer (ACO) Responsibilities:

1) Advise the MFT on Surveillance Plan development.

2) Appoints a Contracting Officer Representative (COR) via a COR

Designation Memorandum, indicating their areas of responsibilities and limitation of authority and ensures that the COR, Contractor and Quality Assurance Program Coordinator (QAPC) are notified in writing of such.

3) Provides Contract Specific Training for any COR appointed by the PCO.

4) Maintains suitable records reflecting decisions regarding the acceptability of the requirements as well as actions to correct defects.

5) Shall request re-performance and/or reduction of price of contract when services are not performed or do not meet contract requirements.

6) Determines the amount withheld constitutes a reasonable estimate of the Contractor’s potential liability.

7) Ensures the withholdings represent an amount commensurate with the reasonable value of such services.

8) Ensures past performance inputs are prepared documenting any performance issues.

9) Includes in the contract file any documentation identifying nonperformance and actions taken.

10) Keeps communication lines open with the Contractor regarding performance issues.

11) Shall participate as a member of the MFT.

12) Terminates the COR Designation in writing, when appropriate, and forwards copies of COR Termination to the COR, COR Supervisor and QAPC and notifies the Contractor.

• COR Responsibilities:

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

2) Notifies the PCO and the Contractor of any performance deficiencies in writing or by e-mail if unable to resolve at the individual task order level.

3) Assists with Contract/order closeout.

4) Ensures discrepancy reports are accurate and reported properly.

5) Completes DoD Standard COR training and the Contract Specific Training prior to contract start date and/or Refresher Training IAW the DOD standard for certification of a COR.

6) Identifies areas warranting a change in assessment method, frequency, or performance threshold and provides suggestions for the PWS and QASP to the MFT throughout the life of the contract.

7) Maintains accurate documentation of Contractor assessment activities as required by the QASP and reports the results of Contractor assessment activities to the MFT.

8) Works with the Contractor and the PCO/ACO to resolve issues.

9) Maintains a file* in accordance with (IAW) the quality assurance surveillance plan and requests PCO disposition at the completion of the contract or termination of COR appointment, if applicable.

10) Shall submit all requests for corrective action to the PCO.

11) Shall inspect and accept Contractor services at the completion of each contract payment period, usually monthly. The COR shall certify services actually received unless the PCO/ACO retains the authority for acceptance.

12) Shall participate as a member of the MFT.

13) Ensures the Contractor complies with the requirements of FAR clause 52.222-50(c),

(d) and (f) (Combating Trafficking in Persons).

*File should include a copy of the contract/order and all modifications (unless readily available electronically); a copy of COR designation memorandum (if applicable); correspondence between you and the Contractor; copies of correspondence to or from PCO/ACO; minutes of all meetings; copies of all invoices submitted and paid; and all other documentation of actions taken by COR.

• Contracting Officer Representative (COR) Management (i.e. Supervisor) Responsibilities:

1) Upon request from PCO, prepares COR nomination package.

2) Ensure prospective COR understands importance of performing their designated functions.

3) Ensure the COR will be afforded the necessary resources (time, supplies, equipment and opportunity) to perform their designated functions.

4) Ensure that performance of the designated functions will be addressed as part of the

COR's annual performance appraisal.

5) Solicit input on performance of COR duties from the PCO.

6) 6) Ensure COR completes required training prior to award or prior to their designation as a COR if appointed after contract award.

7) Identifies mission essential services (i.e. Functional Commander only responsibility)

8) Participates as a member of the MFT.

• Quality Assurance Program Coordinator (QAPC) Responsibilities:

1) Will assist the Contracting Officer and/or Contracting Officer Designee in providing Contract Specific Training per paragraphs 1.4.1 - 1.4.6 of AFFARS MP 5301.602- 2(d) and/or Refresher Training regardless of provider, upon request.

2) Provides training for COR Management.

3) Offers advice on development of the Service Summary and Surveillance Plan.

4) Shall participate as a member of the MFT.

4. Performance Assessment. The following SS reflects the performance evaluation required by the PWS.

Performance Objectives PWS Para Performance Threshold Method of Surveillance

Provide Level I support 24 hours per day, 7 days per week, 365 days per year

1.1.2.2 Maintain the performance

objective 100 percent of the time.

Periodic inspection

Resolve Level II issue within 24 hours from time of initial communication

1.1.2.4 If remote data link

available, maintain the performance objective 100 percent of the time.

Additional 48 hours of Level I support allowed if no dedicated data link available.

Periodic Inspection and 100% inspection of monthly report

Resolve Level III issue within 72 hours upon receipt of all available hardware, equipment, and/or tooling.

1.1.2.5.1.1- 1.1.2.5.1.2

Maintain the performance objective 100 percent of the time.

Periodic Inspection, Customer complaints and feedback

Provide toll-free telephone access within CONUS and Europe

1.4.2 Maintain the

performance objective 100 percent of the time.

Periodic inspection

Provide yearly preventative maintenance service to all JetSCANs

1.5 Maintain the

performance objective 100 percent of the time.

100% inspection

Provide six (6) three day training courses; “on demand”

1.9 Maintain the

performance objective 100 percent of the time.

Customer complaints and feedback, 100% inspection

Sampling Method for SS-3, and SS-6 (Customer Complaint/observation):

See section 4.2.2 of the quality assurance surveillance plan.

Inspection Procedures for SS-3, and SS-6 (Customer Complaint/observation): See section 4.2.2 of the quality assurance surveillance 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, and SS-4 (Periodic Inspection/Monthly): On a monthly basis, the COR will follow the quality assurance procedures per the contract inspection clause by periodically reviewing the output in order to document contractor performance.

Inspection Procedures for SS-1, SS-2, SS-3, and SS-4 (Periodic Inspection/Monthly): The COR will track on a monthly 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 COR 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 COR 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 COR 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 COR will be forwarded to the PCO for action.

The COR will certify services actually received under this contract in accordance with its terms and conditions. Format is at the discretion of the COR.

Upon notification from the contractor that the defect has been corrected, the COR will re-inspect the area/task associated with the customer complaint or Corrective Action Report that was issued by the Government. The COR will verify the root cause and corrective/preventative actions submitted by the contractor are effective and prevent reoccurrence.

Performance of the contracted services will occur on site at a government facility where services are needed and/or the contractor's facility in Carlsbad, Ca.

4.1.1 Corrective Action Report (CAR). A CAR shall be used by the COR 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.

4.1.2.1 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 nonconformance means a nonconformance 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 COR identifies a condition as having a significant adverse effect on the quality of the activity, such as those stated below, the COR shall document their findings and notify the Contracting Officer immediately in writing. Email is acceptable.

A. Contractor failure to meet a Performance Threshold.

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

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

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

4.1.2.1 Minor Finding. IAW FAR 46.101, a minor nonconformance means a nonconformance that is not likely to materially reduce the usability of the services for their intended purpose, or is a departure from established standards having little bearing on the effective use or operation of the services. When the COR identifies a minor finding, the COR 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 Contractor has not taken proper steps to prevent recurrence. In this case, the COR shall notify the Contracting Officer in writing. Email is acceptable.

4.2. Methods of Surveillance. 100% inspection, validated customer complaints/feed-back, and periodic surveillance.

4.2.1 100% Inspection. All deliverables (reports etc.) will be inspected 100% for the errors and omissions.

4.2.2 Customer Complaint. The requirements office shall 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 COR. The COR 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 COR will document the invalid complaint and keep for their records. If the complaint is not a result of any Government action, the procedures in 4.1 will be followed.

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

4.3. Standard. The Contractor must correct each discrepancy through 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 in accordance with FAR 52.212-4, Contract Terms and Conditions-Commercial Items.

Additionally if the same discrepancy (ies) occurs repeatedly throughout different reporting periods, this will reflect upon the Contractor's performance. The COR 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 COR 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 COR 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 COR 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.

4.7 Combating Trafficking in Persons. IAW DFARS PGI 222.17, the COR shall pursue, as appropriate, the following methods of monitoring the contractor's performance regarding trafficking in persons such that non-compliances with FAR clause 52.222-50 are brought to the immediate attention of the Contracting Officer:

a. Keep the lines of communication open with the contractor. At the Post-Award conference, remind the contractor of his contractual responsibilities to notify the government if the contractor receives notification of any alleged violations to this policy or if actions have been taken against the contractor employees, subcontractors or subcontractor employees pursuant to the clause.

b. When appropriate, encourage contractor to complete Human Trafficking Awareness Training.

c. Encourage the contractor to take steps to investigate and eliminate slavery and human trafficking in their supply chains and to publish information for consumer awareness.

d. Periodically access the Department of State's Trafficking in Person (TIP) website for updates and to view the latest reports. http://www.state.gov/g/tip.

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. The MFT will continually review data and procedures to improve efficiency. The MFT will meet at a minimum annually, or more often if necessary, and be scheduled by the PCO.

5.2.2. The goal of the MFT is to give all members, Government and Contractor, 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. Contractor Performance Assessment Report (CPAR) System. Contractor performance is documented annually, if applicable, on a CPAR at the basic contract level and is not required for individual task orders. Be sure to also include positive things as well as negative on the PAR to provide a complete picture of how the Contractor is performing. A negative or poor CPAR rating may impact the Contractor’s ability to compete for other Government source selections.

5.4. 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, IAW FAR clause 52.233-1.

The objective is to increase the opportunity to reach mutually agreeable resolutions to disputes that are relatively inexpensive and expeditious. If no resolution can be made under ADR, the parties will resort to the process set forth in the Disputes Clause, FAR 52.233-1.

5.5 Initial Performance Review. The SDO has waived this requirement IAW AFI 63-138, paragraph 6.4, due to this being a successor contract award. The contractor has already demonstrated full compliance.

6. Revisions to this QASP. Revisions to this QASP are the joint responsibility of the FC/FD, PCO, QAPC and COR. The COR reviews QASP annually and will provide proposed changes through the MFT for review. This is a living document that can be changed at any time.

ATTACHMENT 1

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. CONTRACTING OFFICER REPRESENTATIVE (COR)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

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

11. COR DETERMINATION

ACCEPTED 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 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 Quality Assurance Evaluators (CORs) generating CARs. By providing the control number to the 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 Quality Assurance Surveillance Plan (QASP), 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 COR initiating the CAR and/or the Issuing Authority.

Blocks 8 and 9. Contract 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 COR selects Accept or Reject after reviewing the contractor’s response.

Block 12. The 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.

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

Corrective Action Report (CAR) Instructions