PAST PERFORMANCEConferenceTheresa Kinney

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Agenda

Past Performance Categories

Past Performance Matrix

Rating Measurements

Website

Feedback

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Past Performance Categories

1. Customer Satisfaction

2. Information Distribution

3. Contract Adherence

4. Delivery Schedule

5. Program Management

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Past Performance Matrix

Past Performance will have a four tier system which is shown below.

Color Blue = Excellent

Color Green = Very Good

Color Yellow = Good

Color Red = Poor

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Rating Measurements

This rating is based on the business activities of each Contract Holder for each category and their matrix of the past performance.

Depending on the number and type of infractions the Contractor’s rating will drop down one color for each set of infractions.

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Past Performance Category Scoring

CUSTOMER SATISFACTION

Refers to customer satisfaction with Contract Holders performance including but not limited to the quality of products and services, responsiveness, and problem resolution•Blue = 0-5 reports of quality issues or concerns and all resolved to

customer satisfaction with little or no delay; Random QA surveys average Excellent on Contract Holders.•Green = 5 or more reports of minor issues all resolved to customer

satisfaction quickly; or 2 or more issues not resolved quickly; random QA surveys average Very Good •Yellow = More than 5 reports of issues not all fully resolved; or a continuing

pattern of 2 or more issues not resolved quickly; random QA surveys average Good.•Red = More than 10 reports issues not all fully resolved; or a continuing

pattern (after 3 months in the Good range) of 2 or more issues not resolved quickly; random QA surveys average Poor.

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Category Scoring Continued

INFORMATION DISTRIBUTION

Refers to information provided by Contract Holder to Customers through sales agents, associated companies, website, handouts and etc.•Blue = All information is correct and fully articulated•Green = one to two instances of incorrect or partial information and contract

holder quickly resolved situation•Yellow = More than two instances of incorrect or partial information and

contract holder quickly resolved situation or instances of incorrect or partial information were not resolved and/or we repeated.•Red = Request to fix incorrect or partial information continuously ignored.

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Category Scoring Continued

CONTRACT ADHERENCE

This section refers to adherence to contract requirements including but not limited to following quote and ordering procedures, sales training and meeting participation and timeliness on required reports and fee payments.•Blue = Zero or one issue(s) occurred•Green = One to two issues occurred and contract holder quickly resolved

situation•Yellow = More than two issues occurred and contract holder quickly

resolved situation or issues occurred and were not resolved and/or were repeated.•Red = Request to fix issues continuously ignored.

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Category Scoring Continued

DELIVERY SCHEDULE

The delivery schedule rating is based on two parts (1) meeting the user’s expected delivery

date (default of 30 days) and (2) minimizing requests to update user’s expectations

•Blue = 100% deliveries within user expected delivery time and/or no more than 1 request for any order to extend an expected date and/or no excessive requests for extensions in general

•Green = 95-99% deliveries within user expected delivery time and/or no more than 2 occurrences requesting an order to be extended more than once and/or rare requests for extensions in general

•Yellow = 80-94% deliveries within user expected delivery time and/or no more than 5 occurrences requesting an order to be extended more than once and/or occasional requests for extensions in general

•Red = <80% deliveries within user expected delivery time and/or more than 5 occurrences requesting an order to be extended more than once and/or numerous requests for extensions in general

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Category Scoring Continued

PROGRAM MANAGEMENT

A key factor to the SEWP Program’s success is the Contract Holder’s commitment to ensuring their company properly manages the contract as evidenced through their Program Management team. This factor rates the interaction between the SEWP Program Office and the Contract Holder Program Management•Blue = Continue to support the SEWP Program at 100%•Green = Continue to support the SEWP Program with one or two issues that have been resolved•Yellow = Continue to support the SEWP Program with three to four issues that have been resolved.•Red = Not fully supporting the SEWP Program and issues have not been resolved.

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Past Performance on the Website

www.sewp.nasa.gov

Vendor Information

Past Performance

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Feedback

Customer Survey

An Customer is welcome to send the SEWP Program an email to let us know of any issues or problem they are having with the Contract Holders. An example of some of the issues would be:

- Quality of Product/Service- Interaction and Responsiveness to Customers- Problem Resolution- Numerous Order Rejection Requests