Quality Control Plan

How to Write a Quality Control Plan — Part 2

By Ugur Akinci

Quality Control Plan (QCP) is a crucial component of all business proposals written to win U.S. Government contracts.

Quality Control Plan (QCP)

Section 7. DESCRIPTION OF DELIVERABLES of a Quality Control Plan

This section of the Quality Control Plan should include every deliverable that the Contractor guarantees to deliver to the Government client.

Start each item with the phrase “The Contractor will…”

Ask these brainstorming questions before completing this section:

Will you deliver any software? Hardware? Networking or database services? Maintenance and support? Training? Documentation and reporting? Web sites or services? Any liaising service? Any installation or implementation? Field visits? Construction? Operational support? Project management and monitoring? Unit or system integration testing? On-site or off-site support? Customer service support? Call center? Transportation services? Security personnel and/or services?

For example:

  1. “The Contractor will provide a capable workforce to install the ABC brand cameras. Contractor personnel will possess the skills, knowledge, and training to configure and network the cameras.  The contractor will provide an integration plan and quarterly progress reports that describe the best method to organize, structure, and display camera data to users and others who have a “need to know,” and permit a sharing of information among and between staff.
  2. The Contractor will provide camera imagery server and network management support to ensure weekly backup of visual and metric data, metrics, logs data systems, security patch updates, and maintenance upgrades. The contractor will troubleshoot and document camera servers and network problems.
  3. The Contractor will improve upon the already developed Government website that includes a method for tracking current and previously displayed visual information.
  4. The Contractor will provide IT security for the camera network, maintain a security policy, perform periodic upgrades, and update the server network.
  5. The Contractor will coordinate training of camera end users and conduct “train-the-trainer” instruction as required. The Contractor will review the course outline prior to conducting the training.
  6. Etc.”

Section 8. DOCUMENTING PERFORMANCE of Quality Control Plan

In this section spell out all the ways in which the Contractor will document the details of the services performed.

For example:

  1. “The Quality Assurance Manager of the Contractor will maintain a complete Quality Assurance file, available for spot inspection by COR. The file will contain copies of all reports, evaluations, recommendations, and any actions related to the Contractor’s performance of the quality assurance functions. All such records will be retained for the life of this contract. The Quality Assurance Manager will forward these records to COR at the termination or completion of the contract.
  2. The Contractor will prepare all documents necessary to describe and explain the camera database system, including any schematic diagrams that provide any COR-authorized reader with an in-depth understanding of the integrated camera network system.
  3. The contractor will maintain up-to-date hardware, software, and networking system manuals, user manuals, installation manuals, quick-start manuals, and system administration guides. The Contractor will draft a Documentation Plan (DP) for each document needed and commence work on such documentation only after DP is approved by the authorized Government Representative.”

Section 9. PERFORMANCE RATINGS of Quality Control Plan

This is yet another crucial section if written properly can prevent much misunderstanding and grief (and perhaps lawsuits) between the contract partners.

Its main function is to clearly define what constitutes “acceptable” and “unacceptable” performance on the part of the Contractor.

Contractors get paid on “acceptable” performances only. Unless the criterion for what constitutes an “acceptable” performance is established beforehand there can be serious problems in bringing a contracted project to a mutually-satisfactory ending.

For example:

“A. Acceptable Performance

Performance is acceptable only if it is documented as a “positive performance” in the Government’s Performance Report.  A template of the Performance Report is included in Appendix A.

A Performance Report may become a part of the supporting documentation for fixed fee payments, award fee payments, or other contract actions.

B. Unacceptable performance

Any performance documented as a “negative performance” in the Government’s Performance Report is unacceptable performance.

When performance is determined to be unacceptable, the Government shall inform the Contractor in writing as soon as possible.

The Government shall prepare a Contract Discrepancy Report (CDR), and present it to the Contractor’s Project Manager.  A CDR template is presented in Appendix B.

  1. The Contractor will acknowledge receipt of the CDR in writing.
  2. The CDR will specify if the contractor is required to prepare a corrective action plan to document how the Contractor will 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 Government. The Government will review the contractor’s corrective action plan to determine acceptability. “

SIGNATURE BLOCK:

After these sections, and before the Appendices, include the signature block of the authorized Contractor Representative who approved the QCP.

For example:

 

______________________________

Signature – Contract Project Manager

 

John Smith

Capital Contractors, Inc.

301-555-1212

Capital-contractors@email.com

Quality Control Plan (QCP)

APPENDIX A: PERFORMANCE REPORT

Here is a sample:

Performance Report

 

 CONTRACT NUMBER: HQ0034-08-P-1170

  1. Prepared by: (Name of the Contractor)
  2. Date and time of observation: (DD/MM/YYYY, use HH:MM 24-hour military time)
  3. Surveillance Observation:

 

  1. Result of the surveillance observation: ……..
  2. Method of Surveillance: ……..
  3. How frequently the surveillance was conducted: ……..
  4. The total number of observations: ……..

 

  1. Prepared by: (Name of the authorized Contractor Representative)

 

________________________________________                     ________________

Signature – Approving Contracting Officer                                Date

Name

Title

Phone

Email

APPENDIX B: CONTRACT DISCREPANCY REPORT (CDR)

When the Contractor claims that a certain task is performed at an “acceptable” level but the Government disagrees, the Government documents the discrepancy in a Contract Discrepancy Report (CDR) which provides an opportunity for the Contractor to remedy the situation.

Here is a sample:

Contract Discrepancy Report (CDR)

  1. Contract Number: …..

 

  1. TO: (Contractor Project Manager or on-site representative) <Name, Last Name>

 

  1. FROM: (Government COR) <Name, Last Name>

 

  1. Date and time observed discrepancy: (DD/MM/YYYY, use HH:MM 24-hour military time)

 

  1. DISCREPANCY OR PROBLEM: (Describe in detail. List the attachments, if any.)

 

  1. Corrective action plan:

 

A written corrective action plan is (or: “is not”) required.

 

(If a written corrective action plan is required, include the following as well:)

 

The written Corrective Action Plan will be provided to the undersigned not later than <#> days after the receipt of this CDR.

 

Prepared by: (Government COR’s Name and Last name)

 

_______________________________________                              ________________

Signature – Contracting Officer’s Representative (COR)                  Date

 

Received by: (Name, Last Name)

 

_______________________________________                              ________________

Signature – Contractor Project Manager or on-site representative     Date

APPENDIX C: CUSTOMER SATISFACTION SURVEY

Here is a sample:

 [COMPANY NAME]

CUSTOMER  SATISFACTION  SURVEY

 

Score:                          Reviewer:

 

Response Date:

{Company Name] would like to thank you for taking the time to complete our Customer Satisfaction Survey. This survey will help us improve the quality of our services to you, and should take less than five minutes to complete. Your candid response is requested, and will be handled in the strictest of confidence. The completed survey may be returned to us via fax, or you may email your response to [email address].

CONTRACT: Number: ________________ Work City/State: ____________________________

COR: Name ________________ Phone: ____________________ Email: __________________

Evaluator: Name ________________ Phone: ____________________ Email: _______________

Quality of Service

Rating
1.      Were appropriate personnel assigned to fulfill the requirements of this contract?
2.      Were services performed in accordance with the Performance Work Statement?
3.      Did the assigned staff display initiative in meeting the requirements of this contract?
4.      Did TAG commit adequate resources in a timely fashion to meet the requirement and to successfully solve problems?  

Customer Service

Rating
1.      Were our project manager and staff effective in interacting with your staff?
2.      Were our project manager and staff reasonable and cooperative in interacting with your staff?
3.      Did TAG provide proactive and flexible performance?  

Timeliness of Performance

Rating
1.      Were contract delivery schedules and peak period requirements met?
2.      Were required reports and/or documentation submitted in a timely manner?  

Performance Level Evaluation

Rating
1.               Indicate your level of satisfaction with our project manager during the period of performance.
2.               Indicate your level of satisfaction with TAG’s support staff during the period of performance.  

Overall Assessment

Rating
1.                Would you recommend TAG for future business opportunities within your organization?
2.                Would you recommend TAG to other organizations?
3.                How can we improve your overall customer experience?

Quality Control Plan (QCP)

APPENDIX D: U.S. DEPT. of TRANSPORTATION QCP

As we said earlier, no two QCPs are the same since different U.S. government agencies have different QC requirements for different projects.

Here are some other components that are required in some U.S. Dept. of Transportation QCPs:

Inspection Procedures by Project Phases

Pay attention to inspection procedures by project phases. Document different quality control and inspection procedures in the following different construction phases:

Preparation Phase of Quality Control Plan

  1. Review all contract requirements.
  2. Coordinate the delivery of all required materials.
  3. Coordinate the securing of all prerequisite certifications.
  4. Make sure that all personnel, equipment, and materials comply with the contract specifications.
  5. Make sure that preliminary tests are conducted satisfactorily.
  6. Coordinate the surveying and staking of the work are.

Start-up Phase of Quality Control Plan

  1. Review the contract requirements with the work personnel.
  2. Inspect start-up of work according to the pre-established schedule.
  3. Establish standards of acceptable and satisfactory work.
  4. Provide training if necessary.
  5. Establish detailed unit and system testing scenarios and schedules.

Construction Phase of Quality Control Plan

  1. Conduct spot and continuous inspections during the construction project to make sure the production complies with the specifications.
  2. Inspect the completed construction phases before scheduled Government acceptance.
  3. Identify deficiencies; provide feedback and change the system to prevent reoccurrence of mistakes.

REFERENCE QCP: http://www.cflhd.gov/design/_documents/material/qc_plans.pdf

 

APPENDIX E: QCP REFERENCES & RESOURCES

Check out the following QCP references and resources for other kinds of QCP requirements. You’ll see that a wide variety of QCP documents are prepared for a wide variety of contracts.

IMPORTANT: Always make sure to obtain the detailed project specifications of the agency for which you are asked to write a QCP.

Basic Approach to Quality Control Plan Management

http://www.quality-control-plan.com/basics.htm

A Quality Control Plan Checklist
http://www.state.in.us/indot/files/chapter_07.pdf

U.S. Government NISH QCP Slideshow
https://www.nish.org/NISH/Doc/0/MSVVGJULK6445FVGRPM41NE672/Q-W115-Devel%20and%20Implement%20Quality%20Control%20Plan-McDermott.pdf

The Quality of Greenhouse Gas Inventory Project QCP

http://www.rec.org/rec/programs/undp-ghginventories/docs/Training/QAQC_plan.pdf

U.S. Army Corps of Engineers QCP

http://www.spa.usace.army.mil/urgwom/qualityCP.asp

A Directory of QCP Documents for Various Projects
http://dictionary.bnet.com/definition/quality+control+plan.html

U.S. Federal Highway Administration QCP for Oregon and Oklahoma
http://www.fhwa.dot.gov/BRIDGE/qcqa.htm

U.S. Dept. of Housing and Urban Development
Outline of Essential Elements of a Quality Control System
http://www.nls.gov/offices/adm/hudclips/letters/mortgagee/files/83-2ml.txt

Mortgage Quality Control Plans
http://www.mortgagemanuals.com/

Concrete Construction Quality Control Plan
http://www.dot.state.il.us/aero/pdf/concrete%20quality%20control%20plan.pdf

Kentucky State Contractor’s QCP Checklist
http://transportation.ky.gov/materials/download/Asphalt%20Plant%20Approval/TC64-418%20Contractor%27s%20Quality%20Control%20Plan%20Checklist.pdf

U.S. Census Quality Control Plan
http://www2.census.gov/prod2/decennial/documents/00319152ch2.pdf

Superstructure Concrete QCP Checklist
http://www2.census.gov/prod2/decennial/documents/00319152ch2.pdf

Spencer Engineers, Inc. Design QCP
http://www.spencerae.com/design_quality_control_plan.htm

FHA Quality Control Plan
http://www.themortgagetrainingcenter.com/showPADetails.asp?TCID=1004302

Certified Mix Asphalt Producer QCP Checklist
http://www.ai.org/indot/files/qcpc.pdf

Ambulance Service QCP
http://www.hhs.state.ne.us/ems/policyResources/Quality-Control-Plan.pdf

Louisiana Dept. of Transportation QCP
http://www.dotd.la.gov/highways/project_devel/design/documents/Const_Plans_QC-QA_Manual.pdf

Software Quality Control Plan
http://books.google.com/books?id=YSy5z7MZSBUC&pg=PA56&lpg=PA56&dq=quality+control+plan&source=bl&ots=DWmck-JtIX&sig=cDumFJNglPLiBocOEed9uuulA94&hl=en&ei=Z-ZgSo6FDo7UlAexh9XICQ&sa=X&oi=book_result&ct=result&resnum=9

Hardwood Lumber Quality Control Plan
http://www.tsiwood.com/Lumber%20Quality%20Control%20Plan.pdf

State of Oregon QCP Handbook
http://www.oregon.gov/ODOT/HWY/QA/docs/qa_guidebook.pdf

MORE INFO

How to Write a Quality Control Plan (QCP) — Part 1

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