corrective action through government channels and no
action is necessary by the contractor. If the contractor
is at fault, the QAE requests the contractor to take
corrective action. Corrective action could be a
reduction of payments to the contractor and/or issuance
of a Contract Discrepancy Report (CDR).
Although the business and industrial community
use many surveillance methods, the Navy currently uses
the five specific inspection methods shown below.
Incidental or unscheduled inspection
One hundred-percent inspection of a contract
measures a contractors true level of performance. This
method is extremely expensive and time-consuming.
This type of surveillance requires an evaluation of the
contractors production for every work occurrence;
therefore, use the 100-percent method only when
necessary. A good example of this type of surveillance
is checking police and ambulance response time or
checking the daily cleaning of key public rooms.
Surveillance by planned sampling evaluates a part
but not all of a contract requirement. This method of
surveillance is useful when inspection requirements at
one location are more important than another location.
For instance, inspect galley garbage containers as
opposed to remote admin spaces. This type of sampling
is also useful when a contractors performance is not
good in a particular area of construction but is highly
proficient in another. Ensure the contractor is aware of
specific areas in which the QAE will place major
emphasis within the surveillance process. For example,
the grounds around the COS office and the exchange
are always well kept. However, the perimeter roads on
the back side of the runway often show signs of poor
maintenance. The runway areas have little traffic so
they will require more inspections.
Surveillance, based on random sampling, evaluates
part, but not all, of the work performed by a contractor.
The QAE can monitor any work using random
sampling. The QAEs bias does not affect the specific
work selected for evaluation. All elements of work
have the same level of importance.
This method estimates the contractors general
level of performance for a given contract requirement.
It is most useful when evaluating items that are
repetitive nature, such as janitorial work, grounds
maintenance, or service call work.
Validated customer complaints are a surveillance
method based on customer awareness. Customers,
familiar with contract requirements, inform the QAE
when there is a case of poor performance or
Upon notification, the QAE
investigates the report and, if valid, documents the
Formal customer complaints
serve for documenting certain types of service
problems. The way to obtain and document customer
complaints requires careful planning by the people
monitoring the facilities support contract. Customer
complaints are not random. When validated by the
QAE, they can be used to deduct money from the
When random sampling is the chosen
method of surveillance, use of a customer complaint
does not satisfy a random observance. Use of random
sampling as evidence of unsatisfactory performance is
possible if random sampling shows that the specific
service is unsatisfactory. Use of these complaints can
help decide whether other action should be taken.
Explain an aggressive customer complaint
program, once established, to every organization that
receives the contractors services. Provide an operating
instruction to each organization outlining the customer
complaint program. Also, provide the format and the
content of a formal customer complaint and the action
required from people assigned to monitor and manage
the FSC. Normally, deliver each customer complaint,
in person or by telephone, to the individual checking the
contractors performance. Enter complaint information
into a Customer Complaint Record, like the sample
shown in figure 8-1. The record contains the following
Date and time of complaint
Source of complaint (organization or
Details of complaint (narrative description)
Contract reference of complaint-related