Attch J4 - Quality Assurance Surveillance as of 20 Jan 11.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

Defense Logistics Agency Headquarters Complex (HQC)

Electrical Services

Reviewed By:

Greg Pruiksma

Requiring Activity COR

Beverly J. Williams

Contracting Officer

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

FOR

Defense Logistics Agency Headquarters Complex (HQC) Electrical Services

1.0 INTRODUCTION

1.1. Purpose. The role of the government in quality assurance is to ensure contract standards are achieved. The purpose of the QASP is to identify the methods and procedures the government will use to evaluate contractor actions while performing the requirements in the Statement of Work (SOW). It is designed to provide an effective surveillance method by monitoring contractor performance listed in the SOW section of the contract.

1.1.1. The QASP provides a systematic method to evaluate the services the contractor is required to furnish. The QASP is based on the premise that the government desires to maintain a quality standard to perform support for the HQC and associated buildings Electrical Services outlined in the SOW.

1.1.2. The QASP has been developed by the requiring activity. It is designed to provide direction to personnel performing contract surveillance activities. Personnel surveying the contract terms and conditions and SOW requirements will periodically review the QASP throughout the life of the contract.

2.0. ROLES AND RESPONSIBILITIES.

2.1. Contracting Officer Representative (COR). The COR is responsible for quality assurance guidance and to ensure that contract quality requirements, provisions, standards, and thresholds are defined, practical, enforceable, necessary, and verifiable.

2.1.1. The COR evaluates and documents contractor performance in accordance with the QASP and SOW.

2.1.2. The COR notifies the Contracting Officer of any significant performance deficiencies.

2.1.3. The COR maintains surveillance documentation

2.1.4. The COR recommends improvements to the QASP and PWS throughout the life of the contract.

2.2. Contracting Officer (KO). The KO is responsible for safeguarding the interests of the United States in contractual relationships. Only the KO is authorized to bind the government under extent of the authority delegated to them through the issuance of a warrant.

2.2.1. The KO delegates authority for inspection and/or acceptance in accordance with the terms of the contract.

2.2.2. The KO informs the contractor of the names, duties, and limitations of authority for all quality assurance personnel assigned to the contract.

3.0. DESCRIPTION OF SERVICES

3.1. Scope of Work. The contractor shall provide all personnel, equipment, tools, materials, supervision, and other items and non-personal services necessary to perform support for the HQC and associated buildings Electrical

Services to meet continuity of services and processing requirements as defined in the SOW.

4.0. QUALITY REQUIREMENTS

4.1. Quality Control Program. The contractor, not the government, is responsible for management and quality control actions to meet the terms of the contract and indiviually awarded task orders.

4.1.2 The quality control program is the driver for quality. The contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a “self-correcting” contract is to ensure that the quality control program, approved at the beginning of the contract, provides the measures needed to lead the contractor to success.

4.1.3 Once the quality control program is accepted, careful application of the process and standards presented in the remainder of this document will ensure a robust quality assurance program.

5. SURVEILLANCE

5.1. Surveillance Schedule. The COR will develop a surveillance schedule. Copies of the schedule shall be sent to the contract administrator five calendar days prior to the start of the month. The schedule shall be marked “FOR OFFICIAL

USE ONLY”. Changes to the surveillance schedule will be posted and copies sent to the contract administrator. Include documentation regarding reason for changes.

5.2. Surveillance Methods. This QASP will incorporate periodic surveillance, of up to 25% inspection of all types of service orders for performance in accordance with each task order SOW, 25% preventive maintenance performed and 100% of validated customer complaints as the approach to insure the contractor complies with the SOW requirements.

Reperformance is the preferred method of correcting any unacceptable performance.

5.2.1 Periodic Inspection: Contractor shall surveil 25% of tasks using periodic surveillance method of surveillance. Each task will be randomly selected and evaluated.

5.2.2 Validated Customer Complaint. Will be surveilled using this surveillance method. Anyone who observes unacceptable services, either incomplete or not performed, should immediately contact the COR. The COR should inform the customer the approximate time the defect will be corrected and advise the customer to contact the COR if the defect is not corrected. The COR will consider the customer complaint resolved unless notified otherwise by the customer.

5.2.2.1 The COR will conduct an investigation to determine the validity of the complaint. If the COR determines the complaint to be valid, the COR will document the findings and notify the customer and the contractor. The COR will retain the annotated copy of the written complaint for the government’s files. If the complaint is valid, the contractor will be given four hours to correct the defect.

5.2.2.2 The contractor shall return the written customer complaint document to the COR, completed with the actions taken to correct the defect. The government will retain this document to ensure the contractor has taken appropriate action(s) to prevent the recurrence of defects. The COR will retain and file the complaint form. At the end of each month, all validated complaints will be counted to determine if performance is satisfactory or unsatisfactory based on the criteria in the

Performance Requirements Summary.

5.2.3 Surveillance Team. The surveillance team consists of the following key players: Contracting Officer Representative, Contracting Officers, and Contract Specialist.

5.2.4 Unacceptable Performance.

If the number of complaints/defects exceeds the performance threshold for any objective, the COR will determine the possible cause of this unacceptable performance. Government-caused complaints and defects shall not be counted against the contractor. The same applies to any other requirement of the contract when Government-caused complaints/defects are the cause of unacceptable contractor performance. If the contractor’s performance is judged unacceptable for any requirement by COR, the COR will inform the contractor and request his or her signature and date of surveillance on documentation acknowledging notification. If the contractor representative refuses to sign, COR personnel shall annotate on the documentation the date and time of notification and name of representative and his/her refusal to acknowledge. If the contractor disputes the results of surveillance, COR must refer the contractor to the contracting officer for resolution.

5.2.6 Revisions. Revisions to this QASP are the joint responsibility of the requiring activity and the contracting office.

However as a result of partnering with the contractor, surveillance checklists may be revised jointly by COR personnel and contractor personnel. The contracting officer must approve the revisions in writing before being used by COR personnel.

6. DOCUMENTATION REQUIREMENTS.

6.1.1. The Contracting Officer Representative is responsible for maintaining a Surveillance Folder at a designated location. The following information should be contained in the Surveillance Folder:

6.1.2. QASP

6.1.3. Contractor’s Quality Control Plan

6.1.4. Activity Log. A chronological log of the actions taken in the accomplishment of quality assurance.

6.1.5. Contract. Applicable portions of the contract and PWS, modifications, and delivery orders.

6.1.6. Appointment Letters and Training Certificates of the COR

6.1.7. Certification of Services Documentation

6.1.8. Surveillance Checklists

6.1.9. Quality Assurance Surveillance Schedules

6.1.10. Corrective Action Request Log

6.1.11. Corrective Action Requests

6.1.12. Monthly Surveillance Status Reports

6.1.13. Minutes/Memo’s/Miscellaneous Correspondence