Tab One

1.1        Introduction

This Performance-Based Quality Control Plan (QCP) is developed pursuant to the requirements of the Task Order and the International Standards Organization (ISO) 9001:2000 (Quality Management System) requirements.  This plan sets forth procedures and guidelines that CALNET will use in evaluating our technical performance on this contract.

1.2        Roles and Responsibilities

The Government’s Task Order Manager will participate in assessing the quality of the CALNET’s performance.   His/Her roles and responsibilities are for monitoring, assessing, recording, and reporting on the technical performance of the CALNET Team on a day-to-day basis.  S/he will have the primary responsibility for completing “Quality Assurance Monitoring Forms” which s/he will use to document the inspection and evaluation of CALNET’s work performance.  It is extremely important for the Client’s Task Order Manager to establish and maintain a team-oriented line of communication with the CALNET’s Program / Project Manager (PM) and the PM’s office staff in order to perform her/his monitoring functions.  The Government’s Task Order Manager, Contracting Officer (CO), and CALNET’s PM must work together as a team to ensure that required work is accomplished in an efficient and proper manner.  Meetings should be held on a regular basis in order to resolve any issues or problems. 

The Contracting Officer (CO) has overall responsibility for overseeing CALNET’s performance.  S/he will also be responsible for the day-to-day monitoring of CALNET’s performance in the areas of task order compliance; task order administration; cost control and property control; and reviewing the Government’s Task Order Manager’s assessment of CALNET’s performance; and resolving all differences between the Government’s Task Order Manager’s version and the CALNET’s version. 

The CALNET Quality Assurance Director along with the CALNET Program/Project Manager will participate in assessing the quality of the CALNET’s performance.  His/Her roles and responsibilities are for monitoring, assessing, recording, and reporting on the technical performance of the CALNET Team on a day-to-day basis and making that information available to the Client.  The CALNET Quality Assurance Director will have the primary responsibility for completing “Quality Assurance Monitoring Forms” which s/he will use to document the inspection and evaluation of CALNET’s work performance.  It is extremely important for the CALNET Quality Assurance Office (QAO) Director to establish and maintain a team-oriented line of communication with the Client’s Contracting Officer (CO), Client’s Task Order Manager, CALNET’s Program / Project Manager (PM) and the CALNET Project Management Office (PMO) in order to perform her/his monitoring functions.  The Client’s Task Order Manager, Contracting Officer, and CALNET’s QAO, PMO, and PM must work together as a team to ensure that required work is accomplished in an efficient and proper manner.  Meetings should be held on a regular basis in order to resolve any issues or problems. 

The CALNET Program / Project Manager has overall responsibility for overseeing CALNET’s performance.  S/he will also be responsible for the day-to-day monitoring of CALNET’s performance in the areas of task order compliance; task order administration; cost control and property control; and reviewing the Quality Control Manager’s assessment of CALNET’s performance; and resolving all differences between the Quality Control Manager’s version and the Client’s version, if any.  The PM may call upon the expertise of other CALNET individuals as required. 

1.3        Quality Objectives

Purpose.  The Quality Control Plan (QCP) is intended to accomplish the following:
 

Tab Two

1.4        Quality Approach

1.4.1        Introduction

This contract calls for CALNET to provide support for the U.S. Navy Seaport-e contract in facilitating the delivery of quality deliverables that will enhance Navy Systems Command mission requirements.

1.4.2        Contract Quality Assurance Requirements

CALNET is required to provide services as described in Table x (Performance Requirements Summary) and to provide quality control checks of the deliverables.  The Government will provide periodic quality assurance and surveillance of deliverables independently.  To meet this requirement, CALNET will provide its on-site lead to meet with the Government Point of Contact to discuss audit/surveillance activities and schedule.  This position will be providing auditing / surveillance activities across both Red and Gold Teams and across both shifts.  Audit reports and findings will be made available to CALNET senior management, Shift Leads, Government Point of Contact, Contracting Officer, and other designated Stakeholders.  Any performance issues identified within a given audit with recommended corrective actions shall be disseminated to the entire CALNET team to ensure consistency of actions and processes. 

The onsite lead shall prepare a monthly summary of audit actions, issues, follow ups, planned efforts, and general metrics to be submitted to CALNET senior management, on-site leads, Government Point of Contact, Contracting Officer, and other designated Stakeholders by the 10^th of each month.  Initial format of this report shall be a CALNET format that will evolve to include any contract specific metrics that are identified by either CALNET or the Government to increase the report’s effectiveness in the process improvement reviews.

1.4.3        Contract Quality Assurance Plan Requirement

CALNET shall assure that the processes, procedures and methodologies it establishes to maintain quality control as identified in the Quality Control Planning section of the Program/Project Management Plan are implemented and that CALNET management, the CO, the PCO, and designated government stakeholders have access to the management control processes established to maintain the effectiveness of the system.

1.4.4        Contract Quality Control Requirements

CALNET shall develop and document a quality control plan that identifies potential and actual problem areas.  CALNET shall implement a complete quality control program that identifies potential and actual problem areas in providing requirements of the contract as specified.  The results of corrective actions taken throughout the life of the contract shall be tracked, reported, and files maintained for review, lessons learned, and trend analysis.  The basic tenet of the plan is that CALNET is responsible for quality.  All methods, policies, procedures, and forms shall support this concept.  CALNET shall provide a Quality Control Plan (QCP) based on the ISO 9001:2000 Quality Management System (QMS) standard and maintain this plan as changes of circumstance are identified.

1.4.5        Contract Performance Requirements Summary

The Performance Requirements Summary (PRS) is utilized to establish the minimum performance standards for meeting the services listed in the Performance Work Statement (PWS).

The PRS has been developed where possible, to cover required services rather than the individual performance of tasks.  Each listed service will pass or fail based on the acceptability of the tasks, which comprise that service.  The PRS identifies and provides for (but is not limited to – other PRS items added per Task Order):

Table 1 – Performance Requirements Summary Example

Tab Three

1.5        Quality Metrics

CALNET will use a number of quality assurance monitoring forms to document and evaluate performance under this task order.  A form, when completed, will document and aid in CALNET’s understanding of Navy requirements, what level of service was attained, and the impact or consequences of the attained level of service for a particular performance measure.

CALNET performance will be evaluated in accordance with the following definitions:

·         Exceeds — a level of performance that surpasses the minimum standards of performance;

·         Meets — an acceptable level of performance that meets the minimum standards of performance; or

·         Unsatisfactory — a level of performance that is not acceptable and which fails to meet the minimum standards of performance.

The CALNET on-site lead will forward copies of all completed Quality Control (QC) monitoring and/or audit forms to the CALNET Quality Assurance Director, CALNET Project Management Office Director, CALNET Program Manager, Government and CALNET Task Order Project Manager (as applicable), Government Contracting Officer, and other Stakeholders as identified by the close of business on the day the forms were prepared.

1.6        Audit Process

The CALNET onsite lead is responsible for conducting audits.  The purpose of audits is to identify noncompliance items that cannot be resolved at the project management level, to validate corrective action achievements, and to provide relevant reports to all management levels. 

1.7        Audit Procedures

A typical audit would include the following steps:

1.      Clearly understand and adhere to the audit scope.

2.      Define areas to be reviewed.

3.      Define review criteria.

4.      Conduct the planned meetings, interviews, samples, etc.

5.      Review the preliminary findings internally with the audit team.

6.      Verify and classify findings from the audit.

7.      Validate audit findings with the audit recipient.

8.      Prepare the audit report for the audit client.

9.      Provide recommendations on request only.

10.  Follow-up on corrective action/process improvement.

11.  Improve the audit process.

An audit is considered complete when:

Each element within the scope of the audit has been examined	Final findings have been formally presented to the audited organization and initiating entity
The recommendation report, if required, has been prepared and submitted to recipients	The audit report has been prepared and submitted to recipients designated in the audit plan
Response to draft findings have been received and evaluated	Audit findings are documented and recommendations, report to Project Management
Findings have been presented to the audited organization

CALNET has been awarded in all 7 zones and in all 22 functional areas. CALNET has a team consisting of several Large and Small businesses with significant depth and breadth in all functional areas.

 CALNET’s onsite lead shall coordinate with the Government’s Point of Contact to establish an audit schedule. These external audits shall be continuous and on-going reviewing (but not limited to):

Deliverable timeliness	Evaluation of production metrics	Audit reports with identified shortfalls, issues, concerns, and corrective action recommendations
Deliverable accuracy	Individual staff workloads
Deliverable completeness	Staff time and attendance	Follow ups on approved corrective action recommendations
Workload issues	General staff issues and concerns

Quality Control Audits and Government Satisfaction Surveys shall be used extensively in the process improvement and review of our procedures and performance.
All audit reports shall be forwarded to CALNET’s Quality Assurance Director, Program Management Office Director, Government Point of Contact, and other identified Government and CALNET stakeholders. Corrective Action Recommendations shall be provided to the Government Point of Contact for review and comment. All Corrective Action Plans shall be tracked and follow up audits performed to evaluate the result of those actions.
The CALNET Task Order Project Manager is designated as the CALNET on-site lead and shall be the primary CALNET day-to-day interface with the Government. CALNET on-site lead shall meet with the Government Point of Contact (and other Government personnel such as the Contract Officer and designated Stakeholders) on a regular basis to address general and specific contract status issues, corrective action issues, workload metrics, timeliness and accuracy rates, anticipated events, planned actions, and staffing actions. It is CALNET’s policy to work with its customers as partners. CALNET maintains an open and direct daily communication on-site and an ‘open door’ to CALNET senior management.

 1.9          Reporting Requirements

Even though the Navy, through its Government Task Order Manager, will be monitoring the CALNET Team performance on a continuing basis, the volume of tasks performed by the team may make technical inspections by the Navy of every task and activity impractical on a scheduled basis. Accordingly, CALNET will use a Quality Assurance review process, employing any Navy Measurement Mechanisms in addition to those in use by CALNET for each performance measure to monitor CALNET’s performance under this contract.

 1.10        Documentation

Data/documentation deliverables shall be developed and delivered as specified in the task order.

Table x (Contract Deliverables and Frequency) provides an example of the types of listing and frequency of all known documentation/reporting for this specific task order:
 

Table 2– Contract Deliverables and Frequency Examples