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).

SURVEILLANCE METHODS

Although the business and industrial community use many surveillance methods, the Navy currently uses the five specific inspection methods shown below.

100-perecent inspection

Planned sampling

Random sampling

Validated complaint

Incidental or unscheduled inspection

One hundred-percent inspection of a contract measures a contractor's true level of performance. This method is extremely expensive and time-consuming. This type of surveillance requires an evaluation of the contractor's 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 contractor's 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 QAE's bias does not affect the specific work selected for evaluation. All elements of work have the same level of importance.

This method estimates the contractor's 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 nonperformance. Upon notification, the QAE investigates the report and, if valid, documents the performance problem. 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 contractor. 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 contractor's 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 contractor's performance. Enter complaint information into a Customer Complaint Record, like the sample shown in figure 8-1. The record contains the following information:

Date and time of complaint

Source of complaint (organization or individual)

Details of complaint (narrative description)

Contract reference of complaint-related services