Attachment_8-_QCP.pdf

UNCLASSIFIED//FOR OFFICIAL USE ONLY

Attachment 8 – QCP

RFQ – SFSIAQ17R0005

AV

1. Introduction

This quality control plan (QCP) is pursuant to the requirements listed in the Performance Work

Statement (PWS) entitled Performance Objectives, Standards, and Measures. This plan sets forth the procedures and guidelines the Executive Office’s, Audio Visual Facility will use in ensuring the required performance standards or services levels are achieved by the contractor.

1.1 This QCP outlines the procedures for surveillance of the contract order. Included are procedures for evaluating the contractor’s performance and how key services will be inspected.

1.2 The objective of this control plan is to provide a systematic method to evaluate the services the Contractor is required to furnish by the contract. The primary interest is in the final product/service that the Contractor is providing and not in the details of how the contractor is accomplishing the task. The COR may evaluate work at any time during the

Contractor’s work performance. This plan documents the methods to be used for measuring each contract requirement, the scheduling of inspections, and the results of the surveillance program.

2. Performance Management Strategy

2.1 The contractor is responsible for the quality of all work performed. The contractor measures that quality through the contractor’s own quality control (QC) program. QC is work output, not workers, and therefore includes all work performed under this contract regardless of whether the work is performed by contractor employees or by subcontractors. The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. The contractor will develop and implement a performance management system with processes to assess and report its performance to the designated government representative. The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. This QCP enables the government to take advantage of the contractor’s QC program.

2.2 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.

3. Roles and Responsibilities

Attachment 12 – QCP

RFQ – SFSIAQ17R0001

LTU

3.1 The Contracting Officer

3.1.1 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 Contracting Officer's Representative (COR) and the contractor. The CO will designate one full-time 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.

3.2 The Contracting Officer’s Representative

3.2.1 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.

4. Methodologies to Monitor Performance

4.1 Surveillance Techniques

4.1.1 In an effort to minimize the performance management burden, simplified surveillance methods shall be used by the government to evaluate contractor performance when appropriate. The primary methods of surveillance are (include those that apply)

Random monitoring, which shall be performed by the COR designated inspector.

100% Inspection – Each month, the COR, shall review the generated documentation and enter summary results into the Surveillance Activity

Checklist.

Periodic Inspection – COR typically performs the periodic inspection on a monthly basis.

4.2 Inspection Method Selection

4.2.1 The depth and detail of observations of work shall be based on the relative importance of the items of work under evaluation. The principal method of surveillance shall be periodic inspection with 100% inspection of key requirements;

however, any surveillance method can be used at the Government’s discretion.

Certain tasks may be so important that nonperformance or poor performance may significantly impact the mission and warrant 100% inspection. Joint inspections may be made by the COR and the Contractor. These are beneficial when routinely performed. They are vital when any disagreement or misunderstanding occurs.

5. Customer Feedback

The contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of this communication is customer satisfaction.

Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints.

Performance management drives the contractor to be customer focused through initially and internally addressing customer complaints and investigating the issues and/or problems but the customer always has the option to communicate complaints to the COR, as opposed to the contractor.

Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed, and must be forwarded to the COR. The COR will accept those customer complaints and investigate accordingly.

Customer feedback may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints.

6. Reporting

6.1 At the end of each quarter, the COR will prepare a written report summarizing the overall results of the quality assurance surveillance of the contractor’s performance. This written report, which includes the contractor’s submitted monthly reports, will become part of the

QA documentation. It will enable the government to demonstrate whether the contractor is meeting the stated objectives and/or performance standards, including cost / technical / scheduling objectives.

7. Reviews and Resolution

7.1 The COR may require the contractor’s project manager, or a designated alternate, to meet along with other government personnel as deemed necessary to discuss performance evaluation. The COR will define frequency of in-depth reviews with the contractor, including appropriate self-assessments by the contractor; however, if the need arises, the contractor will meet with the COR as often as required or per the contractor’s request.

The agenda of the reviews may include:

Monthly performance assessment data and trend analysis

Issues and concerns of both parties

Projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis

Recommendations for improved efficiency and/or effectiveness

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

8.3 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.