Quality Assurance Surveillance Plan (QASP).pdf

QUALITY ASSURANCE SURVEILLANCE

PLAN (QASP)

Multipoint Refueling System (MPRS)

FD2030-18-00042

29 Jan 2018

424th SCMS/GUMB

Air Force Sustainment Center (AFSC) Tinker Air Force Base, Oklahoma

COORDINATION

X Quality Assurance Program Coordinator

Contracting Officer

Allison Cason Program Manager

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**Signature constitutes approval of the QASP IAW AFI 63-138, paragraph 2.9.1.7

1. Objective: The contract resulting from Purchase Request FD2030-18-00042 is for repair/overhaul of the Multipoint Refueling System (MPRS). This requirement is provided for assets to be repaired/overhauled and returned in a serviceable, like new condition. Contractor's service will provide all labor, materials, tools, equipment, parts, transportation, etc. required to fulfill the requirements of the Performance Work Statement (PWS).

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.

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

1. Advise the MFT on Surveillance Plan development.

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

3. Requests re-performance and/or reduction of price of contract when services are not performed or do not meet contract requirements.

4. Determines that the amount withheld constitutes a reasonable estimate of the Contractor's potential liability.

5. Ensures that the withholdings represent an amount commensurate with the reasonable value of such services.

6. Ensures past performance inputs are prepared documenting any performance issues.

7. Includes in the contract file documentation identifying nonperformance and actions taken.

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

9. Participates as a member of the MFT.

10. Ensures the Contractor complies with the requirements of FAR clause 52.222-50(c), 52.222-50(d), and 52.222-50(f).

3.2. DCMA QAR Responsibilities:

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

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

3. Assists with contract/order closeout.

4. Ensures discrepancy reports are accurate and reported properly.

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

6. Maintains accurate documentation of Contractor assessment activities as required by the surveillance plan and reports the results of Contractor assessment activities to the

ACO/PCO.

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

8. Maintains a file* in accordance with (IAW) the Surveillance Plan and requests

PCO/ACO disposition at the completion of the contract.

9. Submits all requests for corrective action to the PCO/ACO.

10. Inspects and accepts Contractor services at the completion of each contract payment period, usually monthly. The QAR will certify services actually received, unless the PCO/ACO retains the authority for acceptance.

11. Participates as a member of the MFT.

3.3. Quality Assurance Program Coordinator (QAPC) Responsibilities:

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

2. Offers advice on development for the Service Summary and Surveillance Plan.

3. Participates as a member of the MFT.

3.4 Defense Contract Management Agency (DCMA)/ACO-Specific Responsibilities:

1. Performs contract administration as defined in Federal Acquisition Regulation (FAR) Part 42 and DCMA Guidebook as needed and as authorized by the PCO.

2. Performs inspections and acceptance on all Contract Line Items (CLINs) that are inspection/acceptance at origin IAW the FAR clause and the DCMA Guidebook.

3. Initiates and monitors corrective actions given to the Contractor during the performance of the contract.

4. Keeps PCO informed of the corrective actions that pertain to the contract.

5. Notifies, when necessary, the PCO of any potential delays and any Contractor performance that poses risks to the completion and quality of the contract.

6. Participates as member of the MFT.

*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 QAR.

4. 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 the FAR clause 52.222-50 are brought to the immediate attention of the Contracting Officer.

4.1. Keep in lines of communication 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.

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

4.3. 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.

4.4. 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.

http://www.state.gov/g/tip

5. 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.

Method of Surveillance:

Performance Requirements PWS Para Performance Threshold Requirements

METHOD OF

SURVEILLANCE

SS-1: Customer Service Requirements: Provide Customer Support on all Information Requests submitted by the Government

1.16.2

100% percent on-time responses to customer support requests:

Emergency and Work Stoppage Requests – respond within 2 business days Urgent Requests – respond within 5 business days Routine Requests – respond within 10 business days

Customer complaint.

SS-2: Each end-item identified as serviceable shall be delivered to the Government defect free.

1.13.7.2

Each end item identified as serviceable shall be delivered to the Government defect free.

Customer complaint and 100% inspection

SS-3: The Contractor shall report status of all government owned asset IAW CAV AF SOW.

1.5.1 For each respective reporting

period, not more than 1 error per report.

Customer complaint.

SS-4: The Contractor shall meet the contractual delivery schedule.

1.15.1 Reference Table 1.15.1 CPARS

RATINGS of the PWS

Customer complaint.

SS-5: The Contractor shall provide a Supply Discrepancy Report (SDR) within two (2) business days of inspection to identify the missing or damaged components.

3.3 Maintain performance objective

100% of the time.

Customer complaint and 100% inspection

Notes

Sampling Method for SS-1, and SS-2 (Customer Complaint): See Section 4.2.1 of the Surveillance Plan.

Inspection Procedures for SS-1 through SS-5 (Customer Compliant): See Section 4.2.1 of the 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-2 and SS-5 (100% Inspection): On a monthly basis, the QAR will follow the quality assurance procedures per the contract inspection clause by reviewing the output which may include review of contract deliverables etc. in order to document contractor performance.

Inspection Procedures for SS-2 and SS-5 (100% Inspection): The QAR 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.

5.1. Procedures.

The government QAR 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 QAR 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 QAR 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 QAR will be forwarded to the PCO for action.

Performance of the contracted services will occur on site at the contractor’s facility.

The QAR will certify services actually received under this contract in accordance with its terms and conditions, unless the PCO/ACO retains authority for acceptance. Format is at the discretion of the QAR.

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

5.1.1. Corrective Action Report (CAR) A CAR shall be used by the QAR 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.

5.1.2. Definitions of Major Findings & Minor Findings.

Major 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 QAR identifies a condition as having a significant adverse effect on the quality of the activity, such as those stated below, the QAR 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.

Minor Finding. IAW FAR 46.101, a minor non conformance means a non-conformance 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 QAR identifies a minor finding, the QAR 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 QAR shall notify the Contracting Officer in writing (email is acceptable).

5.2. Methods of Surveillance. 1) Customer Complaint/Observation; 2)100% Inspection.

5.2.1. Customer Complaint/Observation: The requiring organization 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 QAR. The QAR 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 QAR 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.

5.2.2. 100% Inspection: Physical verification by the QAR that all deliverables (reports etc.) provided to the government complies with the requirements of the PWS.

5.2.1. Customer Complaint/Observation.

The requiring organization 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 QAR. The QAR 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 QAR 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.

5.2.2. 100% Inspection. All deliverables (reports etc.) will be inspected 100% for errors and omissions.

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

5.3. 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 (ies) occurs repeatedly throughout different reporting periods, this will reflect upon the Contractor's performance. The QAR 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 PCO may deduct payment IAW the inspection of services clause.

5.4. 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.

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

5.6 Positive and Negative Incentives. IAW the results of the QAR 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.

6. Performance Management.

6.1. 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.

6.2. 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.

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

6.2.2. 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.

6.3. 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.

5.4 Performance Data Review: The MFT will assess and manage performance data, to include CPAR reports. IAW AFI 63-138, this could include the MFT providing regular performance reports to the Program Manager (PM) and/or Functional Service Manager (i.e. this is the same as the Functional Commander/Functional Director) to ensure that performance is compatible with contract objectives.

This information provides the PM and/or FSM with valuable feedback on how well a contractor is performing when it comes time to prepare a CPARS assessment, if applicable.

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

REVISION QASP CHANGE ACTIVITY DATE

Original Surveillance Plan for KC-135 Multi-Point Refueling System

Components 5 Feb 2018 corrective_action_rep ort.pdf