QASP Elevator Maintenance and Repair v3 final.docx

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Elevator Maintenance and Repair Bronx VAMC i

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

Purpose The purpose of the QASP is to describe the systematic methods used to monitor performance and to identify the required documentation and the resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards/quality levels identified in the PWS and the contractor’s quality control plan (QCP), and to ensure that the government pays only for the level of services received.

This QASP defines the roles and responsibilities of all members of the integrated project team (IPT), identifies the performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, describes quality assurance documentation requirements, and describes the analysis of quality assurance monitoring results.

Performance Management Approach The PWS structures the acquisition around “what” service or quality level is required, as opposed to “how” the contractor should perform the work (i.e., results, not compliance). This QASP will define the performance management approach taken by VA to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the PWS are achieved. Performance management rests on developing a capability to review and analyze information generated through performance assessment. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management; this analysis yields information that indicates whether expected outcomes for the project are being achieved by the contractor.

Performance management represents a significant shift from the more traditional quality assurance (QA) concepts in several ways. Performance management focuses on assessing whether outcomes are being achieved and to what extent. This approach migrates away from scrutiny of compliance with the processes and practices used to achieve the outcome. A performance-based approach enables the contractor to play a large role in how the work is performed, as long as the proposed processes are within the stated constraints. The only exceptions to process reviews are those required by law (federal, state, and local) and compelling business situations, such as safety and health. A “results” focus provides the contractor flexibility to continuously improve and innovate over the course of the contract as long as the critical outcomes expected are being achieved and/or the desired performance levels are being met.

1.3.2 The government representative(s) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against communicated performance objectives. The government will make determination regarding incentives based on performance measurement metric data and notify the contractor of those decisions. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

1. ROLES AND RESPONSIBILITIES

The Contracting Officer The contracting officer (CO) is responsible for monitoring contract compliance, contract administration, and cost control and for resolving any differences between the observations documented by the COR Tiffany Mazyck and the contractor. The CO will designate Tiffany Mazyck COR as the government authority for performance management. The number of additional representatives serving as technical inspectors depends on the complexity of the services measured, as well as the contractor’s performance, and must be identified and designated by the CO.

The Contracting Officer’s Representative The contracting officer’s representative (COR) is designated in writing by the CO to act as his or her authorized representative to assist in administering a contract. COR limitations are contained in the written appointment letter. The COR is responsible for technical administration of the project and ensures proper government surveillance of the contractor’s performance. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the government’s behalf. Any changes that the contractor deems may affect contract price, terms, or conditions shall be referred to the CO for action. The COR will have the responsibility for completing QA monitoring forms used to document the inspection and evaluation of the contractor’s work performance. Government surveillance may occur under the inspection of services clause for any service relating to the contract.

IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

The required performance standards and/or quality levels are included in the PWS and in Attachment 1, “Performance Requirements Summary.” If the contractor meets the required service or performance level, it will be paid the monthly amount agreed on in the contract and will receive recommendation for exercising options. Failure to meet the required service or performance level will result in low performance ratings and possible recommendation not to exercise option.

METHODOLOGIES TO MONITOR PERFORMANCE

Surveillance Techniques Various methods exist to monitor performance. The COR shall use the surveillance methods listed below in the administration of this QASP.

· Direct Observation – Can be performed periodically or through 100% surveillance methods listed below in the administration of this QASP.

· Periodic Inspection – Evaluates outcomes on a periodic basis. Inspections may be scheduled Daily, Weekly, Monthly, Quarterly, or Annually or unscheduled as required.

· Random Sampling – Designed to evaluate performance by randomly selecting and inspecting a sample of cases.

· Periodic Sampling – Independent Contractor shall perform the periodic inspection on an annual basis and report findings to CO and COR.

· Analysis of contractor’s progress reports. (Evaluate cost, schedule, etc.)

· Progress or status meetings.

· User Survey – Combines elements of validated user complaints and random sampling. Random survey is conducted to solicit user satisfaction. May also generate inspections and sampling.

· Validated User/Customer Complaints – Relies on the patient to identify deficiencies. Complaints are then investigated and validated.

Acceptable Performance The Government shall document positive performance. Any report may become a part of the supporting documentation for any contractual action.

Unacceptable Performance

When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR shall document the discussion and place it in the COR file.

When the COR determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR),and present it to the contractor’s program manager.

The contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the contractor has to present this corrective action plan to the COR. The Government shall review the contractor’s corrective action plan to determine acceptability.

Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO.

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

Determining Performance The COR must coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance.

The COR and contractor should jointly formulate tactical and long-term courses of action. Decisions regarding changes to metrics, thresholds, or service levels should be clearly documented. Changes to service levels, procedures, and metrics will be incorporated as a contract modification at the convenience of the CO.

1. Incentive

The incentive for all tasks will be the exercising of the option periods and performance reporting.

ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY

Tasks

Indicator

Cleaning, Lubrication, and Adjustment Services

Cleaning Services

Adjustment Services

Furnish, install, repair parts

Record Maintenance

Performance

Inspection/Safety

1.Routine care, lubrication, and repacking in accordance with manufacturers’ service manuals.

2.Hoist motor and generator brushes shall be checked for wear at least every two weeks. Accumulated carbon dust shall be removed from communicators, brush rigs and windings at the same time.

3.Guide rails, overhead sheaves and beams, counterweight frames, tops of cars, bottom of platforms and machine room floors shall be brushed clean at least every three months. All accumulated rubbish shall be removed from the pits at least once every three months.

4.A complete cleaning of the entire installation including all machine room equipment, hoistway, equipment, machine room floors, hoistway, supporting structures, etc.

5.All adjustment services in accordance with manufacturer’s recommendations and as necessary based upon inspection

6.Furnish, install, or repair OEM parts

7.Maintain a complete, orderly and chronological file, including drawings, complete parts lists and copies of all reports as required by these specifications. A record of all call backs and repairs shall be kept by the Contractor indicating any difficulty experienced and the corrective measures taken to eliminate these difficulties.

8.Written report upon completion of service.

9.Elevators performance and uptime

10.Emergency Service

11.Inspection of passenger and service elevators

12.Compliance to safety standard.

In accordance with manufacturer’s service manuals.

In accordance with section B.3.2

In accordance with sections B.3.2 and B.3.4

In accordance with section B.3.2

In accordance with manufacturer’s service manuals.

In accordance with section B.1.4

In accordance with section B.3.1.8

In accordance with section B.3.1.8

In accordance with section B.3.1.6 2 hour response time.

In accordance with section B.3.2.4 Compliance; no stop work orders 100%

100%

95%

Direct Observation and random inspection (auditing)

Direct Observation and random inspection (auditing)

Inspection

Direct Observation and random inspection (auditing)

Periodic sampling and inspection.

Analysis of contractor’s progress reports.

Direct Observation

Observation and random inspection (auditing)