Elevator_Maint_QASP_150932 _04_apr_15.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

Vertical Transportation Equipment Maintenance, Repair, and Inspection

04 April 15, 2015

Contractor Name

Contract Number

Contract Description Vertical Transportation Equipment Maintenance, Repair, and Inspection

1. PURPOSE: This Quality Assurance Surveillance Plan (QASP) 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 details associated with a continuous oversight process, to include:

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 own quality control plan. The QASP provides the structure for the government’s surveillance of the contractor’s performance to ensure that it meet 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.

Copies of the QASP and any revisions shall be provided to the contractor and the Contracting Officer's Representative (COR) to facilitate implementation of surveillance activities. In addition, the QASP should recognize and accommodate unforeseen or uncontrollable circumstances which might occur that are outside the control of the contractor.

2. AUTHORITY: Generally, Authority for issuance of this QASP is provided under Part 46 of the Federal Acquisition Regulation, Inspection of Services clauses, which provide for inspection, acceptance and documentation of the service called for in the contract or order. If commercial, quality assurance will be applied in accordance with commercial Items clause.

The Inspection of Services Clause requires the contractor to establish and maintain an inspection system acceptable to the Government. And, the Government has the right to inspect at any time without unduly delaying work. The following FAR clause applies to this acquisition:

FAR52.212-4, Commercial Items. The government may require repair or replacement of nonconforming services at no increase in price. If repair or replacement will not correct the defects or is not possible, the Government may seek an equitable price reduction or adequate consideration for acceptance of nonconforming services.

FAR52.246-4, Fixed Price

Contractor shall provide and maintain an inspection system acceptable to the Government.

Contractor inspection records shall be provided to the COR upon request.

Government has the right to inspect and test all services at any time without unduly delaying work.

If any work does not conform to contract requirements, the Government may require the

Contractor re-perform at no additional cost When defects cannot be corrected through re-performance, the Government may:

o Require the contractor to take necessary action to ensure that future requirements meet contract standards and reduce contract price to reflect the reduced value of the services performed.

If the contractor fails to promptly to act, the Government may by contract or otherwise, perform the services again and charge the contractor for any cost incurred by the Government that is directly related to the performance of service.

3. GOVERNMENT ROLES AND RESPONSIBILITIES: The following personnel shall oversee and coordinate surveillance activities.

a. CONTRACTING OFFICER (CO)/BUYER: The CO 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 CO shall also assure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

Assigned PCO: James J. Akin Assigned Buyer: James J. Akin Organization: PZIOC Organization: PZIOC Telephone: 468-3135 Telephone:

Email: james.akin.5@robins.af.mil Email:

b. 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 processes. 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 early identification and reporting of performance problems to the CO. The COR is required to provide an annual performance assessment to the CO 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 changes on the government’s behalf.

Assigned COR: Brian Bowers Technical COR: James Skipper Organization: 78 CES/CEOES Organization: 78 CES/CEOIV Telephone: 497-8907 Telephone: 497-8951 Email: Brian.bowers.3@us.af.mil Email: james.skipper@robins.af.mil

d. QUALITY ASSURANCE PROGRAM COORDINATOR: The QAPC is responsible to ensure pre-award documents are performance based and that the COR are adequately trained to perform surveillance. In addition, the QAPC coordinates the gathering of contractor performance data to prepare Annual Health of Services review and SDO Annual Execution Reviews.

Assigned QAPC: Beverly “Tina” Gray

Organization: AFSC/PZIOP-R Telephone: 478-468-2554 Email: Beverly.Gray@robins.af.mil

4. CONTRACTOR REPRESENTATIVES:

The following employees of the contractor serve as the contractor’s Program Manager and Task Manager for this contract.

Program Manager:

Telephone:

Email:

5. PERFORMANCE STANDARDS AND METHOD OF SURVEILLANCE:

5.1 CONTRACT SURVEILLANCE: The goal is to ensure contractor performance is effectively monitored and documented. The COR’s contribution is a professional, non-adversarial relationships with the CO, PM and the contractor, which enable 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 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 Quality Control/Quality Assurance actions successfully meet the terms of the contract. Performance standards define desired services. The government performs surveillance to determine if the contractor exceeds, meets, or does not meet these standards.

The Services Summary listed in the Performance Work Statement includes both performance objectives and performance standards. The government shall use these standards to determine contractor performance and shall compare contractor performance to the Performance Thresholds which represent the Acceptable Quality Levels (AQLs).

The Services Summary outlines the performance objectives that must be performed and standards that met by the contractor and 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/Quality Assurance file.

Performance Objective PWS Para Performance Threshold

Method of Surveillance

1. Repair Service Call Routine – Response Time.

5 within 8 duty hours after receipt of the call on regular scheduled work days/hours.

100%

2. Repair Service Call Emergency

– Response Time.

5 within 2 hours after receipt of the call.

3. Service Call Repairs – Repair Quality.

Repairs are of high quality resulting in reduced call backs.

5 Only two call backs of the same problem (same instance) each month.

100%

4. Preventative Maintenance - MCP Adherence

4.2. No more than 2 write-

ups per month .

Monthly

5. Reporting Excluded Services Report Maintenance and Inspection Routine Calls Emergency Calls

5.1.3 5.2.3 within 2 business days of work performed.

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..

5.2 MEASUREMENT:

a. Objective: Respond to routine repair service calls Threshold: Response to routine calls within 8 duty hours after receipt of the call on regular scheduled work days/hours.

Report(s): Call Log Documentation Frequency: 100% Process: COR inspects for validity of the call and inspects after each call.

b. Objective: Respond to emergency repair service calls Threshold: Response to emergency calls within 2 hours after receipt of the call..

Report(s): Call Log Documentation Frequency: 100% Process: COR inspects for validity of the call and inspects after each call.

c. Objective: Repair quality of service call repairs Threshold: Ensure repairs are of high quality to reduce call backs.

Documentation Frequency: 100% Process: COR inspects for quality if more than two call backs for the same problem.

d. Objective: Adherence to MCP preventative maintenance Threshold: Preform preventative maintenance in accordance to MCP Report(s): Call Log Documentation Frequency: 100% Process: COR inspects for validity of the preventative maintenance accomplished.

e. Objective: Submit required reports Threshold: Submit required reports to COR in a manner consistent with the PWS Documentation Frequency: 100% Process: COR inspects for validity of the reports.

5.3 CONTRACTOR’S PERFORMANCE ASSESSMENT REPORT (CPAR):

(If Applicable) In evaluating the quality of contractor’s performance, the following performance ratings are used in documenting past performance. The areas rated may include: Quality of Service, Business Relations, Management, Cost Control (if applicable), and Schedule.

Performance Rating

Criteria

Exceptional 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.

Satisfactory 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.

5.4 COR FILE DOCUMENTATION: COR must be CORTT compliant. The following will be uploaded in CORT Tool

Certificates -o QAPC Led and CO Led Training o DAU Training

CLC 106, COR with a Mission Focus (Type A) or CLC 222 Contracting Officer Representative Course(Type B/C) CLC 046, Green Procurement CLM 003, Ethics for Acquisition Technology and Logistics (annual) FAC 022, Combating Human Trafficking Wide Area Workflow

Nomination , Designation and Termination COR Letters Certificate of Supervisor Training Surveillance Documentation o Performance Assessment Report (PAR) o Corrective Action Report (CAR)

MFT Meeting Minutes Any other documentation generated in performance of COR duties Copies of applicable modification(s) Invoice documentation (WAWF) Data submittals (CDRLs) EMS Training Certificates of Contractor Personnel Monthly Status Reports (if applicable)

6. PERFORMANCE REPORTING

6.1PERFORMANCE ASSESSMENT REPORT (PAR): Routine surveillance will be documented on a Performance Assessment Report. All performance will be measured and noted on the PAR. The contractor will initial the PAR to document acknowledgement of the inspection conducted. A report template is attached. Any report may become a part of the supporting documentation for fixed fee payments, award fee payments, or other actions.

6.1 CORRECTIVE ACTION REPORT (CAR): For repeated instances of non-performance or for any issue involving safety or security, a Corrective Action Report will be initiated by the COR. The contracting officer formally issues the CAR to the contractor for corrective and preventive action. The contractor shall acknowledge receipt of the CAR in writing. The contractor shall prepare a corrective action plan to document how to correct the unacceptable performance and avoid recurrence. The government shall review the contractor's corrective action plan to determine acceptability. A CAR becomes a part of the official contract file and will be used as a record of negative past performance.

6.3 INITIAL CONTRACT PERFORMANCE REVIEW: Within 30 days of award or when performance begins, the COR shall notify the Services Designated Official with information on contractor performance. The initial review shall answer the following questions:

Is the contract fully operation and successful?

Is the contract within estimated cost, schedule and performance baselines?

Any potential risk or performance issues?

Assessment Values

Green No issues Yellow Issues but contractor has adequate mitigation or corrective action in place

Red Issues with inadequate or no contractor's mitigation or corrective action plan. Any "red" assessment shall include the government's proposed action with respect to the failing contractor

Additionally, the Government will, on a quarterly basis will present performance data to the Services Designated Official (SDO) responsible for the acquisition of services.

6.4 PERFORMANCE ASSESSMENT MEETINGS. The contractor and the government shall meet to discuss performance progress and issues. The frequency of meeting s are monthly and an email to all MFT members is a suffient memo to be in compliance with AFI 63-101.

Contracting Officer’s Representative Contracting Officer’s Representative

Contracting Officer Quality Assurance Program Coordinator

PERFORMANCE ASSESSMENT REPORT (PAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACT/TASK

ORDER NUMBER

2. CONTRACTOR 3. TYPE OF SERVICES

4. CONTRACTING OFFICER'S REP (COR) SIGNATURE AND

DATE

5. COR PHONE 6. SUSPENSE

I. PERFORMANCE

7. DEFICIENCY (CHECK ALL BOXES THAT

APPLY)

NEW

REPEAT

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH

ITEM REVIEWED

9. BRIEF DESCRIPTION OF DEFICIENCY (IF

DEFICIENCY BOX WAS CHECKED)

10. DETAILED PERFORMANCE ASSESSMENT

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE

CONCUR NON-CONCUR

12. CORRECTIVE ACTION ESTIMATED

COMPLETION DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF

RECURRENCE OR REASON FOR NON-CONCURRENCE OF COR CITED DEFICIENCY

III. ACTION CORRECTED

14. CONCUR NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

6. CONTRACTOR REPRESENTATIVE REMARKS

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

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