J14 - MCTOG-2.2-QASP-2.0.pdf

M67854‐17‐R‐7820 Attachment J14

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Task Order 1 Quality Assurance Surveillance Plan (QASP) 6

For 7

Marine Corps Tactics and Operations Group (MCTOG) Support Services 8

Version 2.0 9

02 Nov 2016 10

Prepared by 14

Program Manager, Training Systems 15

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Table of Contents 21

1 Vision .................................................................................................................................................. 2 22

2 Mission ............................................................................................................................................... 2 23

3 Purpose .............................................................................................................................................. 2 24

4 Scope ................................................................................................................................................... 2 25

5 Authority ............................................................................................................................................ 3 26

6 Roles and Responsibilities .......................................................................................................... 3 27

6.1 Program/Project Manager (PM)................................................................... 3 28

6.2 Contracting Officer (KO) ............................................................................... 3 29

6.3 Contracting Officer’s Representative (COR) ................................................. 3 30

6.4 Alternate Contracting Officer’s Representative (ACOR) .............................. 4 31

6.5 Other Key Government Personnel ............................................................... 4 32

6.6 Contractor Representatives ......................................................................... 4 33

7 Performance Requirements and Method of Surveillance ................................................ 4 34

7.1 MCTOG Support Services Requirements Worksheet ................................... 4 35

7.2 Contract Surveillance ................................................................................... 5 36

7.3 Performance Reporting ................................................................................ 5 37

7.3.1 Contractor Performance Assessment Reporting System (CPARS) .............. 5 38

7.3.2 Customer Complaint Record (CCR) .............................................................. 6 39

Appendix A‐ Customer Complaint Record (CCR) ...................................................................... 7 40

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1 Vision 44

2 Mission 48

3 Purpose 60

4 Scope 71

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5 Authority 84

6 Roles and Responsibilities 90

The following personnel shall oversee and coordinate surveillance activities: 91

6.1 Program/Project Manager (PM) 92

6.2 Contracting Officer (KO) 103

6.3 Contracting Officer’s Representative (COR) 113

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6.4 Alternate Contracting Officer’s Representative (ACOR) 127

6.5 Other Key Government Personnel 139

6.6 Contractor Representatives 143

7 Performance Requirements and Method of Surveillance 147

7.1 MCTOG Support Services Requirements Worksheet 150

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7.2 Contract Surveillance 159

7.3 Performance Reporting 168

7.3.1 Contractor Performance Assessment Reporting System (CPARS) 169

Performance Rating

Definition

Exceptional

Performance meets contractual requirements and exceeds many to the Government’s benefit. The contractual performance of the element or sub-element being evaluated was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

Very Good

Performance meets contractual requirements and exceeds some to the Government’s benefit. The contractual performance of the element or sub-element being evaluated was accomplished with some minor problems for which corrective actions taken by the contractor was effective.

Satisfactory Performance meets contractual requirements. The contractual performance of the element or sub-element contains some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

Marginal

Performance does not meet some contractual requirements. The contractual performance of the element or sub-element being evaluated reflects a serious problem for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear only 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 of the element or sub-element contains a serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

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7.3.2 Customer Complaint Record (CCR) 180

A Customer Complaint Record is included as Appendix A to this QASP. The CCR is a tool to 181 assess contractor performance of the requirements contained in the PWS. The customer will 182 submit CCRs for contractor performance suspected of not satisfying the contract’s performance 183 requirements. Upon receipt of the CCR, the COR will assess the nature of the complaint relative 184 to all available information, including the performance requirements of the MCTOG Support 185 Services Task Order 1 PWS. The COR will make a recommendation to the Contracting Officer 186 concerning the disposition of the complaint (i.e. valid complaint or not valid complaint). The 187 Contracting Officer’s disposition of the complaint is final. 188

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Appendix A- Customer Complaint Record (CCR)

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