Attachment 20 19 Oct 10 Draft COMBS Perf Plan.pdf

FA8617-11-R-6208

Section J, Attachment 20

19 Oct 10

PERFORMANCE PLAN

FOR

Joint Primary Aircraft Training System (JPATS)

T-6A/B Texan II Aircraft Contractor Operated and Maintained Base Supply (COMBS)

Coordination and Review:

TBD Date Functional Commander/Director

John J. Marvin, ASC/WNZJC Date Contracting Officer

Part 1

PERFORMANCE MANAGEMENT

INTRODUCTION

This Performance Plan (PP) has been developed to implement Air Force Instruction (AFI) 63-124, Performance-Based Service Acquisitions (PBSA). It is designed to meet the needs of the organization, assess contract success, assess and document contractor performance in accordance with the requirements set forth in the Performance Work Statement, (PWS). The PP also provides the Contracting Officer Representatives (CORs) an effective and systematic surveillance method for each listed service. In addition, this PP implements the Multi-Functional Team (MFT) concept. The goal of the MFT is to give all members/stakeholders the ability to maintain the highest quality representative service to our customers and propose/initiate improvements throughout the life of the contract. Under this concept, continual contract assessment will be focused on ensuring that the contract, as written, continues to meet the needs of the customer. The signatures, on the attached charter signature page, indicate membership in the MFT. Changes of team members will require an amendment to the charter signature page.

1. OBJECTIVE: The objective of the COMBS contract is to provide quality supply chain management and availability of support equipment and tooling for the Air Education and Training Command (AETC) and Chief of Naval Air Training (CNATRA) combined fleet of approximately 767 T-6A/B Texan II aircraft (hereafter referred to as the T-6A/B) in accordance with the COMBS Performance Work Statement (PWS). In addition to the services described in the PWS, the Contractor is invited to partner with the United States Government in continuously improving the quality of programs and services offered to the customer.

The purpose of the PP is to detail the Government’s plan for monitoring the performance of the Contractor and provide oversight capability to make certain the contractor is delivering products and services that conform to contract requirements. It is also a goal of the PP to continually explore and implement accurate performance measurements that reflect continual improvements needed to maximize customer service and result in lower costs, faster service, and higher quality.

The PP will identify the methods used for evaluation and surveillance of the Contractor actions while accomplishing the PWS. This PP is not intended to duplicate the Contractor’s Quality Control Plan.

This PP implements surveillance of the Performance Objectives identified in Table 1. CORs will use 100% inspection, periodic assessment, and customer complaint assessment methods to evaluate the contractor’s performance. CORs may develop additional surveillance requirements peculiar to each Main Operating Base (MOB)/satellite site. This plan will be a living document.

2. GOALS OF THE MULTI-FUNCTIONAL TEAM: The MFT should strive to achieve efficiencies in the contract performance and improved customer support. The team is composed of stakeholders in the acquisition process and is responsible for the acquisition throughout the life of the requirement. The goal of the team is to define the requirement in performance-based terms, assure contractor compliance with contract requirements and ensure the contract as written continues to meet the needs of the functional organization. In addition, another goal is implementation and execution of the acquisition strategy to ensure support of the mission. The role entails planning, programming, and budgeting for adequate funds, ensuring program execution within the approved funding, developing the milestones and managing execution to ensure the contract supports mission requirements within the approved scheduled baseline, ensuring the program maintains accountability, and planning and managing of this service.

3. ROLES AND RESPONSIBILITIES:

3.1 Chief of the Contracting Office (COCO):

3.1.1. Lead authority on Performance Plan.

3.1.2. Serves as Business Advisor to senior leadership.

3.1.3. Updates the Wing Commanders, Group Commanders, Air Force Materiel Command (AFMC)

Center-level Commander and other Headquarters Directors annually on the health of the service acquisitions.

3.1.4. Ensures personnel on the MFT receive the appropriate level of training to meet local needs.

3.1.5. Ensures compliance with the Federal Acquisition Regulation and supplements.

3.1.6. Appoints a Quality Assurance Program Coordinator (QAPC).

3.1.7. Assures Functional Area leadership receives training.

3.2 Functional Commander/ Director (FC/FD):

3.2.1 Ensures requirements documents developed by the MFT satisfy mission requirements, are performance based, foster innovation, and define metrics. Metrics should provide meaningful measurements of the contractor progress aimed at attaining desired outcomes.

3.2.2 Identifies mission essential services and develops the necessary documents in accordance with DoDI 1100.22, Policy and Procedures for Determining Workforce Mix.

3.2.3 Nominates primary and alternate CORs unless another Quality Assurance (QA) organization or method is used to satisfy surveillance requirements (e.g. centralized performance management office).

3.2.3.1 Ensures nomination package specifies nominee’s qualifications.

3.2.4 Ensures COR is afforded the necessary resources (i.e. time, supplies, equipment, opportunity) to perform the designated functions.

3.2.5 Reviews the contractor performance documentation prepared by COR on a regular basis to ensure performance is compatible with contract and mission objectives.

3.2.6 Evaluates or ensures COR’s rater rates COR on performance of their COR duties as part of their performance assessment throughout the period of the contract.

3.2.6.1 Solicits or ensures COR’s supervisor solicits input on the performance of COR duties from the CO.

3.3 Contracting Officer (CO):

3.3.1 Requests re-performance and/or reduction of price of contract when services are not performed or do not meet contract requirements. Determines that the amount withheld constitutes a reasonable estimate of the Contractor's potential liability.

3.3.2 Ensures acquisition processes (i.e. market research, gathering past performance information, source selection, issuing solicitations, evaluating proposals and awarding the contract) are aggressively performed.

3.3.2 Participates in MFT meetings.

3.3.3 Delegates authority for inspection and/or acceptance to COR in accordance with the terms and conditions of the contract. Informs the contractor of the names, duties, and limitations of authority for all COR assigned to the contract.

3.3.4 Advises the MFT.

3.3.5 Manages CORs assigned to the contract.

3.4 Quality Assurance Program Coordinator (QAPC):

3.4.1 Coordinates all aspects of the QA program.

3.4.2 Supports the MFT and attends MFT meetings, as requested.

3.4.3 Provides training to FC/FDs.

3.4.4 Provides Phase I training to CORs.

3.4.5 Maintains records of COR appointments and documents Phase I, Phase II, and FC/FD training.

3.5 Contracting Officer Representative (COR):

3.5.1 Participates in MFT meetings; performs/assists in accomplishing market research, gathering past performance information, evaluating technical proposals, and preparing the PWS and PP.

3.5.2 Performs inspections to evaluate and document the contractor’s performance; notifies the CO of any significant performance deficiencies; submits monthly inspections records to the CO/ACO/COMBS Program Manager.

3.5.3 Maintains QA documentation, and recommends changes/improvements to the contract, PWS, PP, or other requirements throughout the life of the contract to provide more effective operations or eliminate unnecessary costs.

3.6 Subject Matter Experts (SMEs) (i.e. Legal, Finance, Small Business, and Engineering POCs:

Other POCs shall assist the MFT by coordinating, reviewing and providing input as needed and by participating as members when appointed.

3.7 Contractor:

3.7.1 Complies fully with the terms and conditions of the contract.

3.7.2 Participates as a member of the MFT in the post-award management phase if requested.

3.7.3 Maintains and implements a Quality Control Plan (QCP) that compliments the performance plan if requested.

3.7.4 Ensures that non-conforming contract services are identified and correct and that the QCP is revised to prevent recurrence.

3.7.5 Tenders to the Government for acceptance only those services that conform to contract requirements.

3.7.6 Recommends any changes to the contract that will provide more effective operations or eliminate unnecessary costs.

3.7.7 Ensures contract changes/modifications, to any work requirement, shall be undertaken only upon the written direction of the CO.

3.8 Multi-Functional Team (MFT): This is a customer-focused team composed of stakeholders in the acquisition process. The team promotes good business decisions to meet customer requirements, fosters partnerships with industry to ensure exchanges of information with the contractor and other business experts, develops a performance-based acquisition strategy to include performance metrics, develops PBSA requirements, and develops technical requirements and the independent Government cost estimate.

The team is also responsible for managing contract performance in accordance with the PP, assessing and documenting contractor performance in accordance with the PP, identifying opportunities to improve performance throughout the life of the contract, completing and reporting annual performance reviews in the Contract Performance Assessment Reporting System (CPARS) as required. All members of the MFT are responsible for determining if the contract continues to support the needs of the organization and notifying the CO if it does not. In this context, members of the MFT should consider whether there are tasks covered by the contract which are no longer required, whether there are needs related to the contract’s purpose which are not covered by the contract but could or should be, and whether they have received any customer complaints regarding contract scope. After contract award, the contractor may become a member of the MFT.

4. PERFORMANCE MANAGEMENT (CONTRACT ASSESSMENT):

4.1 Metrics:

4.1.1 Market research will be used as a tool throughout the life of the contract to ensure the most current, efficient, and effective assessment methods and techniques of the commercial marketplace are applied to the performance of services under the contract. At a minimum, market research (including an informal survey of customers) will be conducted annually prior to exercising the option for an additional performance period. The results of the market research/survey of customers will be utilized in making the decision as to whether it is appropriate and in the Government’s best interests to exercise the option. These results will be documented in the CO’s Determination and Findings (D&F) supporting option exercise if that course of action is selected.

4.1.2 MFT meetings will be scheduled throughout the life of the contract. Attendees at specific team meetings will vary based on the circumstances or issues to be covered at each meeting.

Continual contract assessment will be focused on ensuring that the contract, as written, continues to meet the needs of the customer. Team members will consider whether the contract includes tasks which are no longer required; whether there are needs related to the contract’s purpose which are not covered by the contract; and whether any customer complaints regarding contract scope have been received. 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 dependent upon a combined effort of all members of the MFT.

4.1.3 All performance assessment data will be reviewed. If performance improvement is necessary, the corrective action will be requested from the contractor.

5. PERFORMANCE ASSESSMENT:

5.1 This PP is based on the premise that the contractor, not the Government, is responsible for the management and quality control actions needed to meet the standards of the contract.

5.2 Following is the approach the team will use to assess the contractor’s performance against the performance thresholds/metrics identified in the contract.

5.2.1 A Services Summary (SS) is included in the PWS. This document will summarize the performance objectives and performance thresholds required by the Government in the contractor’s performance. These performance objectives will directly relate to mission essential items. The performance thresholds briefly describe the minimum acceptable levels of service required for each objective, and are critical to mission success. 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.

5.2.2 CORs will perform QA procedures following the PP.

5.3 Contractor Performance Assessment Reports (CPARs):

5.3.1 CPARs will be updated documenting contractor performance. The Assessing Official Representative (AOR) will be the COR; and the reviewing official will be the FC/FD. The contractor also has input prior to finalization.

5.3.2 The website for the CPARs toolkit is: http://www.cpars.csd.disa.mil/cparsmain.htm

6. REVISIONS: Revisions are the responsibility of the MFT. The COR reviews the PWS and PP periodically and shall provide any proposed changes to the MFT for review. Revisions to the PP are the joint responsibility of the MFT and are only accomplished with the approval of and by the CO.

http://www.cpars.csd.disa.mil/cparsmain.htm�

MULTI-FUNCTIONAL TEAM MEMBERSHIP

Solicitation/RFP/Contract Number: FA8617-11-R-6208 Type of Service: Contractor Logistics Support (Performance-Based Logistics)

FC/FD: ________________________ Date: __________________

TBD

Program Manager: ________________________ Date: __________________

TBD

Administrative Contracting Officer: ________________________ Date: __________________

TBD

Chief of Contracting**: ________________________ Date: __________________

ASC/WNZJC

Contract Specialist/Administrator: ________________________ Date: __________________

TBD

QAPC: ________________________ Date: __________________

ASC/WNZJG

Financial Analyst**: ________________________ Date: __________________

ASC/WNZJB

Legal**: ________________________ Date: __________________

AFMCLO/JAN

Small Business**: ________________________ Date: __________________

ASC/SB

Contractor*: ________________________ Date: __________________

TBD

Designated Official**: ________________________ Date: __________________

TBD

Accepted By: ________________________ Date: __________________ Procuring Contracting Officer

ASC/WNZJC

*Optional - Contractor (signs after award) will have limited participation on the MFT, so as to not be involved in any inherently governmental responsibilities.

** As applicable

Part 2

ASSESSMENT

MANAGEMENT

TABLE 1 - SERVICES SUMMARY (SS)

PERFORMANCE OBJECTIVES, PERFORMANCE THRESHOLDS,

METHODS OF SURVEILLANCE AND REMEDIES

Performance

Objective

PWS

para.

Performance Threshold

Method of Surveillance

Remedy

SS-01 Non-Mission Capable, Supply

(NMCS)

1.1.A.1.a < 4% at each MOB - 100% review of monthly status report at each MOB

- Customer feedback

CPARS

Documentation;

Liquidated damages SS-02 Partial Mission Capable, Supply

(PMCS)

1.1.A.1.a < 2.5% at each MOB - 100% review of monthly status report at each MOB

- Customer feedback

CPARS

Documentation;

Liquidated damages SS-03 Other Material Discrepancies (OMD)

1.1.A.1.a < 30 days for each item at each MOB

- 100% review of monthly status report at each MOB

- Customer feedback

CPARS

Documentation;

Liquidated damages SS-04 Availability of serviceable parts

1.1.A.1.b Issue < 30 minutes at each AFB (including CSO at NAS Pensacola) and NAS Whiting Field

- 100% review of monthly status report at each MOB

- Periodic inspection of the process or output

- Customer feedback

CPARS

Documentation;

Liquidated damages

Issue < 4 hours to NFO at NAS Pensacola Delivery < 36 hours for NAS Patuxent River Delivery < 24 hours for Modification Support at Aircraft OEM Facility

SS-05 Non Mission Capable for Maintenance (NMCM) due to lack of support equipment

1.1.A.1.b 0% at each MOB - 100% review of monthly status report at each MOB/satellite site

- Customer feedback

CPARS

Documentation;

Liquidated damages

SS-06 Time Compliance Technical Order/Technical Directives (TCTO/TD) kit proofing parts

1.1.A.1.c Delivery < 48 hours Periodic Surveillance

Liquidated damages

SS-07 Non-Mission Capable (NMC) aircraft off-station support

1.1.A.1.c Delivery < 24 hours Periodic Surveillance

Liquidated damages

SS-08 Customer Satisfaction

1.1.A.2.q 100% Acceptable Response to Customer Complaint Record Template (CCRT), Feb 05 (SAF/AQCP) /

CNATRA 4355/2

100% Surveillance CPARS Documentation;

Liquidated damages

The procedures set forth in the Inspection of Services Clause will be used to remedy all deficiencies.

The re-performance times will be based upon sensitivity of the issue.

SURVEILLANCE PROCEDURES

CONTRACTOR’S NAME: XXXXXXXXXXXXX

CONTRACT NUMBER: FA8617-11-R-6208

PROJECT/SERVICE: JOINT PRIMARY AIRCRAFT TRAINING SYSTEM

(JPATS) T-6A/B TEXAN II AIRCRAFT CONTRACTOR OPERATED AND

MAINTAINED BASE SUPPLY (COMBS)

APPROVED BY:

John J. Marvin DATE Contracting Officer

SURVEILLANCE PROCEDURES

1. INTRODUCTION: These Surveillance Procedures have been developed to implement Air Force Instruction (AFI) 63-124, Performance-Based Service Acquisition (PBSA). They are designed to provide the CORs instructions on how to perform surveillance and document findings on this contract for COMBS Services.

1.1. CORs may inspect any aspect of contractor performance at any time during the contract, whether or not it is included in the Services Summary (SS). A format for documenting these inspections is found on page 33 of this plan.

1.2. Any nonconformance with contract requirements is a “defect”. The term “defective” is used in reference to a service output in the SS that does not meet the outputs associated with the standard.

1.3. This PP is based on the premise that the contractor, not the Government, is responsible for the management and quality control actions required to meet the terms of the contract. The Performance Thresholds recognize that the contractor is not a perfect manager and that unforeseen and uncontrollable problems do occur. CORs are to be objective, fair, and consistent in evaluating contractor performance against the standards.

1.4 Following is the approach the team will use to assess the contractor’s performance against the performance thresholds/metrics identified in the contract.

1.4.1 A Services Summary (SS) will be included in the Performance Work Statement (PWS). This document will summarize the performance objectives and performance thresholds required by the Government in the contractor’s performance. These performance objectives will directly relate to mission essential items.

The performance thresholds briefly describe the minimum acceptable levels of services required for each objective, and are critical to mission success.

1.4.2 COR will perform quality assurance procedures contained herein.

2. PERFORM SURVEILLANCE: Four methods of surveillance are explained below.

2.1. Customer Complaint: When the customer (using activity/facility) discovers unacceptable performance or a defect in service, he/she will prepare a customer complaint form, identifying the discrepancy.

The customer will keep one copy and forward a copy to the COR either manually or electronically. The COR will review the item and determine if the complaint is contractually valid. If valid it is forwarded to the contractor for Corrective Action (CA). Customer complaints may be submitted on the Customer Complaint Record (CCR), included on page 29 of this document. If a customer notifies the COR either verbally or in writing (including email) of a complaint, but does not submit a CCR, the COR will generate a CCR to document the complaint. The CCR will then be submitted to the contractor for his CA. The contractor must document the proposed CA to correct observed defects (if possible) and prevent future defects within 48 hours of notification and provide to the COR. Once the CA has been provided to the COR, the COR will evaluate it and forward the record to the Contracting Officer (CO) for final dispensation. The CO will, in turn, send copies of dispositioned CCRs to the COR and the contractor for their records.

2.1.1. In addition, the COR or individual customers may from time to time wish to submit positive feedback about the contractor’s performance under the contract. This positive feedback may be submitted on a Customer Feedback Record (CFR).

2.1.2. In the event that the COR wants feedback from every customer/service location each month, those customers with no complaints should submit their feedback on a CFR.

2.2. Periodic Surveillance: When periodic surveillance is used, inspections shall be performed at the frequency identified for each SS item, and is on other than a 100% or statistically random basis. The frequency of inspection is established (i.e. daily, weekly, monthly, quarterly) but the specific time of occurrence need not be specified. When the COR discovers unacceptable performance or a defect in service, he/she will generate a Corrective Action Report (CAR) identifying the discrepancy. The CAR will then be submitted to the contractor for CA. When the contractor documents the CA proposed to correct observed defects (if possible) and prevent future defects, the COR will evaluate the proposed CA and forward the record to the CO for final dispensation.

The CO will, in turn, send copies of dispositioned CARs to the COR and the contractor for their records.

2.3. 100% Surveillance: In this surveillance method, the COR inspects 100% of the work. When the

COR discovers unacceptable performance or a defect in service, he/she will generate a CAR identifying the discrepancy. The CAR will then be submitted to the contractor for CA. When the contractor documents the CA proposed to correct observed defects (if possible) and prevent future defects, the COR will evaluate the proposed CA and forward the record to the CO for final dispensation. The CO will, in turn, send copies of dispositioned CARs to the COR and the contractor for their records.

3. INFORM CONTRACTOR’S CONTRACT MANAGER: The COR must always contact the contractor’s manager and inform him/her of any deficiency that are observed. This may be accomplished in person or electronically, but any verbal communication must be supplemented by submission of a CCR or CAR. The contractor will annotate on the report provided by the COR the CA he/she will take to correct the defect and prevent its recurrence, and will return the completed report to the COR.

4. EVALUATE CONTRACTOR CORRECTIVE ACTION: After the contractor documents the proposed CA, the COR will evaluate the proposed CA and forward the record, annotated with the results of the COR evaluation, to the CO for final dispensation. The CO will determine if further actions need to be taken against the contractor, such as reductions in fee/price in accordance with the Inspection of Services clause. The CO’s disposition of the CA and proposed CA will be annotated on the record, and copies will be returned to the COR and the contractor.

5. REMEDIES FOR UNACCEPTABLE PERFORMANCE:

5.1. In accordance with FAR 52.246-04, Inspection of Services - Fixed Price, and FAR 52.246-06, Inspection – Time and Material and Labor Hour, if any of the services do not conform to contract requirements;

the Government may require the Contractor to perform the services again in conformity with contract requirements, at no increase in contract amount. This includes but is not limited to termination of Contractor personnel and recruitment of substitute personnel that are equally qualified within established timeframes.

When the defects in services cannot be corrected by re-performance, the Government may:

5.1.1. Require the Contractor to take necessary action to ensure that future performance conforms to contract requirements; and

5.1.2. Reduce the contract price to reflect the reduced value of the services performed. This may include a reduction in the number of paid hours to reflect the total non-performance period.

5.1.3. If the Contractor fails to promptly perform the services again or to take the necessary action to ensure future performance is in conformity with contract requirements, the Government may:

5.1.3.1 By contract or otherwise, perform the services and charge to the Contractor any cost incurred by the Government that is directly related to the performance of such service; or

5.1.3.1.1 Decrease the invoice amount in relation to performance

5.1.3.1.2. Cure Notice

5.1.3.1.3. Show Cause Notice

5.1.3.1.4. Terminate the contract.

5.1.4. The Contracting Officer will determine the action to be taken against the contractor, such as reductions in fee/price in accordance with the Inspection of Services clauses. The CO’s disposition of the deficiency will be annotated on the form and the COR and contractor will be notified of action.

6. COR MONTHLY INSPECTION REPORT: CORs shall submit an assessment report and attach all CARs, Performance Assessment Reports, and validated customer complaints to the CO and FC/FD no later than 5 working days following the month in which the actual surveillance occurred. The report shall be signed and dated by the COR and provided to the FC/FD regularly for review, prior to sending the information to the CO.

Validated customer complaints and all documentation will be used to support Contractor ratings in the CPARS.

7. WIDE AREA WORKFLOW:

7.1. The COR will certify receipt of contractor services via the Wide Area Workflow (WAWF) website.

Certification of services shall be accomplished on the first workday following the completion of the contract payment period, to avoid payment of interest penalties.

7.2. COR are responsible for obtaining, scheduling, and completing WAWF training from the Base Accounting and Finance Office.

8. REVISION TO THE PERFORMANCE PLAN: Revisions to the PP are the joint responsibility of the MFT. This is a living document and can be changed at any time by the CO.

SS-1 Non-Mission Capable, Supply (NMCS)

PWS paragraph number 1.1.A.1.a

1. METHODS OF SURVEILLANCE:

1) 100% review of Monthly Status Report at each MOB/satellite site

2) Customer Feedback

2. FREQUENCY:

1) Monthly

2) As Required

3. PERFORMANCE THRESHOLD:

1) Performance is acceptable when <4% of possessed time at each MOB per month is reported as NMCS. Performance is unacceptable when NMCS is ≥ 4% at any MOBs per month.

2) COR-validated CARs shall be considered on a case-by-case basis as to the affectivity of the overall monthly performance rating.

4. INSPECTION PROCEDURES:

Each month, the COR will review the Monthly Status Report (CDRL A009) prior to payment. Rate the Performance Acceptable or Unacceptable in the applicable column of the checklist. Detail the specific reason if unacceptable to the attention of the contractor’s representative. Contractor performance will be determined by Predetermined CPAR ratings attached to the contract.

Consideration is due to the Government per Special Contract Requirement H317, Liquidated Damages, for unacceptable performance.

a. If the complaint is not received on a Customer Complaint Record (CCR), the COR will complete a CCR. If needed, the COR will contact the complainant to determine the validity of the complaint using the applicable PWS requirement. If any Government action or lack thereof was cause for the unacceptable performance, the deficiency will not be counted as a defect.

b. If the COR validates that performance was unacceptable, the complaint (deficiency) will be submitted to the contractor’s representative. Contractor will be requested to sign and date the CCR and state what Corrective Action (CA) will be taken to correct the deficiency and preclude reoccurrence. If the contractor refuses to acknowledge the complaint, the COR shall annotate on the CCR the contractor’s representative’s name, as well as the date and time of notification.

c. When the contractor documents the CA, the COR will evaluate the proposed CA and forward the record to the CO for final dispensation. The CO will, in turn, send copies of dispositioned CCR(s) to the COR and the contractor for their records.

d. The contractor will be required to correct, if possible, all defects detected by the COR. The contractor must manage the CAs as deemed necessary to provide services in conformance with contractual requirements. If correction of the defect requires re-performance of the service, the COR shall perform re-inspection(s) to determine if the contractor adequately re-performed and service is acceptable.

e. The COR will submit all documentation to the FC/FD for review/coordination regularly, before forwarding it to the CO, ensuring receipt by the 5th workday of the following month. The COR shall keep a copy of all documentation (which includes contractor response to deficiencies, CO disposition of contractor’s CA, etc) in his/her contract files prior to forwarding the originals. If the contractor is not required to perform any service during the month, a negative report is required.

SS - 2 Partial Mission Capable Supply (PMCS) PWS Paragraph 1.1.A.1.a

1. METHOD OF SURVEILLANCE:

1) 100% Review of Monthly Status Report at each MOB

2) As Required

1) Performance is acceptable when <2.5% of possessed time at each MOB per month is reported as PMCS. Performance is unacceptable when PMCS is ≥ 2.5% at any MOBs per month.

2) COR-validated CARs shall be considered on a case-by-case basis as to the affectivity of the overall monthly performance rating

Each month, the COR will review the Monthly Status Report (CDRL A009) prior to payment. Rate the Performance Acceptable or Unacceptable in the applicable column of the checklist. Detail the specific reason if unacceptable to the attention of the contractor’s representative. Contractor performance will be determined by Predetermined CPAR ratings attached to the contract.

Consideration is due to the Government per Special Contract Requirement H317, Liquidated Damages for unacceptable performance.

a. If the complaint is not received on a Customer Complaint Record (CCR), the COR will complete a CCR. If needed, the COR will contact the complainant to determine the validity of the complaint submitted to the contractor’s representative. Contractor will be requested to sign and date the CCR and state what Corrective Action (CA) will be taken to correct the deficiency and preclude reoccurrence. If the contractor refuses to acknowledge the complaint, the COR shall annotate on the CCR the contractor’s representative’s name, as well as the date and time of notification.

record to the CO for final dispensation. The CO will, in turn, send copies of dispositioned CCR(s) to the COR and the contractor for their records.

d. The contractor will be required to correct, if possible, all defects detected by the COR. The contractor must manage the CAs as deemed necessary to provide services in conformance with contractual requirements. If correction of the defect requires re-performance of the service, the COR

e. The COR will submit all documentation to the FC/FD for review/coordination regularly, before forwarding it to the CO, ensuring receipt by the 5th workday of the following month. The COR shall keep a copy of all documentation (which includes contractor response to deficiencies, CO disposition of contractor’s CA, etc) in his/her contract files prior to forwarding the originals. If the contractor is not required to perform any service during the month, a negative report is required.

SS - 3 Other Material Discrepancies (OMD)

PWS Paragraph 1.1.A.1.a

1. METHOD OF SURVEILLANCE: 100% Review of Monthly Status Report at each MOB

2. FREQUENCY: Monthly.

3. PERFORMANCE THRESHOLD: Performance is acceptable when OMD demands are filled within 30 days 94% of the time. This is per OMD demanded and is based on cumulative OMDs across all bases per month. OMDs outstanding for more than one month will be reported in each subsequent month each remains outstanding. Performance is unacceptable when OMD demands are filled within 30 days less than 94% but greater than or equal to 90% of the time at any MOB.

4. INSPECTION PROCEDURES: Each month, the COR will review the Monthly Status Report (CDRL A009) prior to payment. Rate the Performance Acceptable or Unacceptable in the applicable column of the checklist. Detail the specific reason to the attention of the contractor’s representative. Contractor performance will be determined by the Predetermined CPAR checklist. Consideration is due to the Government per Special Contract Requirement H317, Liquidated Damages, for unacceptable performance.

SS - 4 Availability of Serviceable Parts

PWS Paragraph 1.1.A.1.b

2) Periodic inspection of the process or output

3) Customer Feedback

2) Periodic

3) As required

1) a. Performance is acceptable when part is issued in < 30 minutes at each MOB (including CSO at NAS Pensacola and NAS Whiting Field) at least 94% of the time. Performance is unacceptable when part is issued in < 30 minutes at each MOB (including CSO at NAS Pensacola and NAS Whiting Field) less than 94% but greater than 90% of the time.

b. Performance is acceptable when part is issued in < 4 hours at NAS Pensacola at least 94% of the time. Performance is unacceptable when part is issued in < 4 hours at NAS Pensacola less than 94% but greater than 90% of the time.

c. Performance is acceptable when part is issued in < 36 hours at NAS PAX River at least 94% of the time. Performance is unacceptable when part is issued in < 36 hours at NAS PAX River less than 94% but greater than 90% of the time.

d. Performance is acceptable when the correct part is delivered in < 24 hours to Aircraft OEM facility for modification line support at least 94% of the time. Performance is unacceptable when the correct part is delivered < 24 hours to Aircraft OEM facility for modification support less than 94% but greater than 90% of the time.

2) Same as 1) above.

3) COR-validated CARs shall be considered on a case-by-case basis as to the affectivity of the overall

Each month, the COR will review the Monthly Status Report (CDRL A009) prior to payment. Rate the Performance Acceptable or Unacceptable in the applicable column of the checklist. Detail the specific reason to the attention of the contractor’s representative. Contractor performance will be determined by Predetermined CPAR checklist. Consideration is due to the Government per Special Contract Requirement H317, Liquidated Damages, for unacceptable performance.

2) Periodic inspection of the process or output

a. At his/her’s discretion, the COR may periodically observe demand fulfillment activities. This could be while in performance of over surveillance activities or specifically observing the demand fulfillment process.

b. If the COR validates that performance was unacceptable, the deficiency will be documented on a CAR and submitted to the contractor’s representative. Contractor will be requested to sign and date the CAR and provide details of the deficiency, including at a minimum how long it took to fulfill the request and why the demand was not fulfilled within the contract-allowable time. If the contractor refuses to acknowledge the deficiency, the COR shall annotate on the CAR the contractor representative’s name, as well as the date and time of notification. CAs will only be required on deficiencies associated with SS-4 when eight or more deficiencies occur within any reporting period.

record to the CO for final dispensation. The CO will, in turn, send copies of dispositioned CAR(s) to the COR and the contractor for their records.

d. The contractor will be required to correct, if possible, all defects detected by the COR. The contractual requirements. If correction of the defect requires re-performance of the service, the COR keep a copy of all documentation (which includes contractor response to deficiencies, CO disposition of contractor’s CA, etc) in his/her contract files prior to forwarding the originals. If the contractor is not required to perform any service during the month, a negative report is required.

3) Customer Feedback

a. If the complaint is not received on a Customer Complaint Record (CCR), the COR will complete a CCR. If needed, the COR will contact the complainant to determine the validity of the complaint submitted to the contractor’s representative. Contractor will be requested to sign and date the CCR and state what CA will be taken to correct the deficiency and preclude reoccurrence. If the contractor refuses to acknowledge the complaint, the COR shall annotate on the CCR the contractor’s representative’s name, as well as the date and time of notification.

record to the CO for final dispensation. The CO will, in turn, send copies of dispositioned CCR(s) to the contractual requirements. If correction of the defect requires re-performance of the service, the COR keep a copy of all documentation (which includes contractor response to deficiencies, CO disposition of contractor’s CA, etc) in his/her contract files prior to forwarding the originals. If the contractor is not required to perform any service during the month, a negative report is required.

SS - 5 Non-Mission Capable for Maintenance due to Lack of Support Equipment (NMCM-SE)

PWS Paragraph 1.1.A.1.b

2) As required

1) Performance is acceptable when NMCM-SE is not greater than 0% at each MOB.

Performance is unacceptable when NMCM-SE is > 0% at 2 or more per MOB, per month.

2) COR-validated CARs shall be considered on a case-by-case basis as to the affectivity of the overall

Each month, the COR will review the Monthly Status Report (CDRL A009) prior to payment. Rate the Performance Acceptable or Unacceptable in the applicable column of the checklist. Detail the specific reason to the attention of the contractor’s representative. Contractor performance will be determined by Predetermined CPAR checklist. Consideration is due to the Government per Special Contract Requirement H317, Liquidated Damages, for unacceptable performance.

a. If the complaint is not received on a Customer Complaint Record (CCR), the COR will complete a CCR. If needed, the COR will contact the complainant to determine the validity of the complaint using the applicable PWS requirement. If any Government action or lack thereof was cause for the submitted to the contractor’s representative. Contractor will be requested to sign and date the CCR and state what CA will be taken to correct the deficiency and preclude reoccurrence. If the contractor refuses to acknowledge the complaint, the COR shall annotate on the CCR the contractor’s representative’s name, as well as the date and time of notification.

record to the CO for final dispensation. The CO will, in turn, send copies of dispositioned CCR(s) to the contractual requirements. If correction of the defect requires re-performance of the service, the COR keep a copy of all documentation (which includes contractor response to deficiencies, CO disposition of contractor’s CA, etc) in his/her contract files prior to forwarding the originals. If the contractor is not

SS - 6 Time Compliance Technical Order/Technical Directive (TCTO/TD) Kit Proofing Parts PWS Paragraph 1.1.A.1.c

1. METHOD OF SURVEILLANCE: Periodic Surveillance

2. FREQUENCY: Subsequent to each instance of TCTO/TD.

3. PERFORMANCE THRESHOLD: Performance is acceptable when TCTO/TD kit proofing parts are delivered in < 48 hours at least 92% of the time. Performance is not acceptable when TCTO/TD kits proofing parts are delivered in < 48 hours less than 92% of the time.

4. INSPECTION PROCEDURE:

a. At the COR’s discretion, he/she may periodically observe the actual fulfillment of such demands. In addition, the COR may inspect contractor documentation of performance of this Service. Also, as reported in A009 (Monthly Status Report), the COR may request the contractor provide empirical evidence of stated performance.

b. If the COR validates performance was unacceptable, the deficiency will be documented on a CAR and submitted to the contractor’s representative. Contractor will be requested to sign and date the CAR and state what CA will be taken to correct the deficiency and preclude reoccurrence. If the contractor refuses to acknowledge the deficiency, the COR shall annotate on the CAR the contractor’s representative’s name, as well as the date and time of notification.

c. When the contractor documents the CA, the COR will evaluate the proposed CA and forward the record to the CO for final dispensation. The CO will, in turn, send copies of dispositioned CAR(s) to the COR and the contractor for their records.

d. The contractor will be required to correct, if possible, all defects detected by the COR. The contractor must manage the CAs as deemed necessary to provide services in conformance with contractual requirements. If correction of the defect requires re-performance of the service, the COR shall perform re-inspection(s) to determine if the contractor adequately re-performed and service is acceptable.

e. The COR will submit all documentation to the FC/FD for review/coordination regularly, before forwarding it to the CO, ensuring receipt by the 5th workday of the following month. The COR shall keep a copy of all documentation (which includes contractor response to deficiencies, CO disposition of contractor’s CA, etc) in his/her contract files prior to forwarding the originals. If the contractor is not

SS - 7 Non-Mission Capable (NMC) Aircraft Off-Station Support

PWS Paragraph 1.1.A.1.c

1. METHOD OF SURVEILLANCE: Periodic Surveillance

2. FREQUENCY: Subsequent to each instance of aircraft off-station support.

3. PERFORMANCE THRESHOLD: Performance is acceptable when NMC aircraft off-station support delivery < 24 hours at least 92% of the time. Performance is unacceptable when NMC aircraft off-station support delivery < 24 hours less than 92% of the time.

a. After a formal request to COMBS for off-station NMC aircraft parts support, the COR may, at his/her discretion, request evidence of performance that meets the contractual requirements. This may be in the form of shipping / receiving receipts, time/date-stamped documentation from Government maintenance personnel, etc.

b. If the COR validates that performance was unacceptable, the deficiency will be documented on a CAR and submitted to the contractor’s representative. Contractor will be requested to sign and date the CAR and state what CA will be taken to correct the deficiency and preclude reoccurrence. If the contractor refuses to acknowledge the deficiency, the COR shall annotate on the CAR the contractor’s representative’s name, as well as the date and time of notification.

c. When the contractor documents the CA, the COR will evaluate the proposed CA and forward the record to the CO for final dispensation. The CO will, in turn, send copies of dispositioned CAR(s) to the COR and the contractor for their records.

d. The contractor will be required to correct, if possible, all defects detected by the COR. The contractor must manage the CAs as deemed necessary to provide services in conformance with contractual requirements. If correction of the defect requires re-performance of the service, the COR shall perform re-inspection(s) to determine if the contractor adequately re-performed and service is acceptable.

e. The COR will submit all documentation to the FC/FD for review/coordination regularly, before forwarding it to the CO, ensuring receipt by the 5th workday of the following month. The COR shall keep a copy of all documentation (which includes contractor response to deficiencies, CO disposition of contractor’s CA, etc) in his/her contract files prior to forwarding the originals. If the contractor is not

SS - 8 Customer Satisfaction

PWS Paragraph 1.1.A.2.o

1. METHOD OF SURVEILLANCE: 100% Review of Corrective Actions (CAs) resulting from Customer Complaint Records (CCR)

2. FREQUENCY: Subsequent to close-out of each CCR. Evaluated annually.

3. PERFORMANCE THRESHOLD: Performance is acceptable when CAs resulting from CCRs are acceptable no less than 80% of the time. Performance is unacceptable when CAs are acceptable less than 80% of the time.

a. Each CA submitted by the contractor is reviewed for acceptability by both the COR and the CO. The CO has final say in all matters regarding acceptability of CAs. If a CA is deemed unacceptable, the contractor shall submit subsequent CAs until such time it is adequate.

b. Each submission of a CA shall count as one opportunity for acceptability and unacceptability.

Subsequent submittals due to unacceptable CAs are individually counted as well. This metric is evaluated on an annual basis to determine achievement of performance.

c. CORs will maintain copies of all validated CAs (both those deemed acceptable and unacceptable).

At the end of the COMBS year, the COR will submit an annual summary to the CO detailing the number of acceptable and unacceptable CAs received throughout the COMBS year. The CO will compile all bases’ CA summaries to determine contractor performance rating in accordance with the Predetermined CPAR checklist.

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

Customer Complaint Record Template, Feb 05 (SAF/AQCP) One copy each for Complainant, COR, Contractor, and Contracting Officer

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 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 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 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.