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Marc Berson, Director, Grant Thornton LLP Eric Heffernan, Senior Manager, Grant Thornton LLP. Quality Assurance & Post-Award Performance Measurement. Thursday, November 20 2:10 – 3:10 pm. Quality Assurance and Post-Award Performance Topics. Policy & Guidance.
Eric Heffernan, Senior Manager, Grant Thornton LLPQuality Assurance & Post-Award Performance Measurement
Thursday, November 20
2:10 – 3:10 pm
Policy & Guidance
Quality & Performance throughout an Acquisition
Questions & Answers
"It\'s much more difficult to measure nonperformance than performance.“- Harold S. Geneen, CEO ITT
"What gets measured gets done, what gets measured and fed back gets done well, what gets rewarded” gets repeated
- John E. Jones, Federal Judge
"You get what you measure. Measure the wrong thing and you get the wrong behaviors."- John H. Lingle , Business Author
"Could use performance incentives more effectively"
"Has relied on invalidated contractor data to monitor and assess contractors performance"
Continuity and consistency in the delivery of products or services
Means to hold vendor accountableand provide a basis forincentives/disincentives
Provides a structuredprocessfor evaluation
Means to hold the vendor to an expectedlevelof service
Guided far lessby law, regulation, and policy
Is in the best interest of all parties for a successful contract
Leads toimproved performance over time
Transparencyof post award monitoring with other federal agencies
OMBAddressing Quality and Performance throughout the Acquisition Life-Cycle
Measures should be defined in the context of a performance management framework
Measures should directly support or be in alignment with objectives and requirements
Various types of measures should be considered
What measures within each perspective can help indicate whether an objective was achieved?
Cause & Effect Relationship
Integration of External & Internal Measures
Learning & Growth
Performance measures must be identified for requirements defined in the SOO
Monitoring tools and techniques are outlined in detail
Statement of Objectives
Typically part of both the solicitation and the QASP that identifies the performance outcomes expected by the Government
Can be transformed into a "scorecard"for overall vendor performance
Determines the how well avendor is performing
Detailed description of measure
Maximum deviation from standard
Unit in which to express measure
Sources to seek for data collection
Unit of Measure
Sources of Data
Reorders as a percent of total orders fulfilled
Average time customers wait in line before cashier greets them – weekly average
Global Public Sector
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