Attachment_0004-QASP.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

FOR

Electro-Optic/Infrared/Laser Designator (EO/IR/LD) Payload Production and System

Support

Issued: 8 June 2017

Prepared by:

Product Manager- Electro-Optic/Infrared Payloads

SFAE-IEW-TE

5895 Wilson Rd, Bldg 337 Fort Belvoir, VA 22060

TABLE OF CONTENTS

1.0 INTRODUCTION

1.1 Purpose

1.2 Performance Management Approach

1.3 Performance Management Strategy

2.0 ROLES AND RESPONSIBILITIES

2.1 The Procuring Contracting Officer (PCO)

2.3 The Contracting Officer’s Representative (COR)

3.0 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS / QUALITY LEVELS

4.0 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

4.2 Customer Feedback

4.3 Acceptable Quality Levels

5.0 QUALITY ASSURANCE DOCUMENTATION

5.1 The Performance Management Feedback Loop

5.2 Monitoring Forms

6.0 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

6.1 Determining Performance

6.2 Reporting

6.3 Reviews and Resolution

ATTACHMENT 1

PERFORMANCE REQUIREMENTS SUMMARY

ATTACHMENT 2

SAMPLE QUALITY ASSURANCE MONITORING FORM

1.0 INTRODUCTION

This QASP is pursuant to the requirements listed in the performance work statement (PWS) entitled EO/IR/LD Production and System Support contract. This plan sets forth the procedures and guidelines Product Manager Electro-Optic/Infrared Payloads (PdM EO/IR) will use in ensuring the required performance standards or services levels are achieved by the Contractor.

1.1 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.

1.2 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 defines the performance management approach taken by PdM EOIR 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 Performance Management Strategy

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. This QASP enables the government to take advantage of the Contractor’s QC program.

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 Contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

2.0 ROLES AND RESPONSIBILITIES

2.1 The Procuring Contracting Officer (PCO)

The PCO 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 PCO will designate a COR as the government authority for performance management.

2.2 Defense Contract Administration Agency (DCMA) & Administrative Contracting Officer. Contract administration responsibilities shall be assigned in accordance with the PCO’s delegation letter.

2.3 The Contracting Officer’s Representative (COR)

The COR is designated in writing by the PCO 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 PCO 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.

3.0 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS / QUALITY LEVELS

The Contractor will be evaluated on the quality and timeliness of their work and deliverables, with the results documented in the COR’s file, against the performance standards and/or quality levels are included in the PWS and in Attachment 1, to this document, “Performance Requirements Summary.” The Contractor’s personnel shall be technically competent in the tasks identified in the PWS. Included in the technical performance is the Contractor’s contribution, productivity and overall quality of the technical support provided. The Contractor shall be responsive to the contract requirements and submit their monthly reports, accordingly.

The Contractor shall have approved Government property management, quality control, and subcontract management in place.

Timely feedback to the Contractor on unacceptable performance will be provided by the COR and documented in writing. Prompt feedback is essential so the Contractor can develop and implement a corrective action plan

4.0 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

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:

a) Random monitoring, which shall be performed by the COR.

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

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

4.2 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 using the Quality Assurance Monitoring Form

– Customer Complaint Investigation, identified in Attachment 2, to this document.

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

4.3 Acceptable Quality Levels

The acceptable quality levels (AQLs) included in Attachment 1, to this document, Performance Requirements Summary Table, for Contractor performance are structured to allow the Contractor to manage how the work is performed. It is the Governments expectation that all items cited in Attachment 1, to this document, meet the Acceptable Quality Levels of 100%, two items in particular are identified as critical, such as those involving Repair Turnaround Time (RTAT) and Payload and Material Delivery. This level of performance is key to the relative importance of the task to the overall mission performance at PdM EO/IR Payloads.

5.0 QUALITY ASSURANCE DOCUMENTATION

5.1 The Performance Management Feedback Loop

The performance management feedback loop begins with the communication of expected outcomes. Performance standards are expressed in the PWS and are assessed using the performance monitoring techniques shown in Attachment 1, to this document.

5.2 Monitoring Forms

The government’s QA surveillance, accomplished by the COR, will be reported using the monitoring form in Attachment 2, to this document. The forms, when completed, will document the government’s assessment of the Contractor’s performance under the contract to ensure that the required results for quality levels are being achieved. The COR will retain a copy of all completed QA surveillance forms.

6.0 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

6.1 Determining Performance

Government shall use the monitoring methods cited in Attachment 1, to this document to determine whether the performance standards/service levels/AQLs have been met. If the Contractor has not met the minimum requirements, it may be asked to develop a corrective action plan to show how and by what date it intends to bring performance up to the required levels.

6.2 Reporting

At the end of each month, the COR will prepare a written report for the PCO summarizing the overall results of the quality assurance surveillance of the Contractor’s performance. This written report, which includes the Contractor’s submitted monthly report and the completed quality assurance monitoring forms (Attachment 2), 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.

6.3 Reviews and Resolution

The COR may require the Contractor’s project manager, or a designated alternate, to meet with the PCO, PdM EO/IR Payload, and other government IPT personnel as deemed necessary to discuss performance evaluation. The COR will define a 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:

a) Monthly performance assessment data and trend analysis

b) Issues and concerns of both parties

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

d) Recommendations for improved efficiency and/or effectiveness

The QAR 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 PCO.

ATTACHMENT 1

PERFORMANCE REQUIREMENTS SUMMARY

Required Services (Tasks)

Performance Standards

Acceptable Quality Levels

Methods of Surveillance

Submit all data deliverables ordered under this contract

100% compliance with PWS and Contract Data Requirements Lists

100% Review of data deliverables and date of receipt

Payload and Material Delivery (critical item)

100% compliance with

PWS/IMS

100%

Review of payloads and material delivered, dates of delivery and customer feedback.

Repair per Event (RTAT) (critical item)

100% compliance as required in accordance with Performance Based Specification (PBS) Table 3- 20, Maintenance Requirements

100%

Inspection and review of data deliverables related to RTAT and customer feedback.

Contractor Manpower Reporting

100% compliance as required in accordance with PWS and CDRL

100% Periodic monitoring for compliance and review of data.

Compliance with all mandatory security training

100% compliance as required in accordance with the PWS

100% Inspection and review of certificates of training completion

ATTACHMENT 2

SAMPLE QUALITY ASSURANCE

MONITORING FORM

SERVICE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (Check):

Random Sampling 100% Inspection Periodic Inspection Customer Complaint

LEVEL OF SURVEILLANCE (Check):

Monthly Quarterly As needed

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: ______ %

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: ______%

Service Provider’s Performance (Check): Meets Standards

Does Not Meet Standards

Narrative of Performance During Survey Period:

PREPARED BY: ___________________________________ DATE: _________________