Attachment 3 QASP Base Linen Cleaning.pdf

Quality Assurance Surveillance Plan (QASP) Base Linen Cleaning Shaw Air Force Base

South Carolina 25 March 2025

Reviewed and Approved by:

Functional Service Manager (FSM)/ Contracting Officer Representative (COR)

20 FSS/FSVL

Quality Assurance Program Coordinator

20 CONS/PKP

Contracting Officer

20 CONS/PKA

Table of Contents Section A � Purpose�����������������������������..3 Section B � Roles and Responsibilities of the Multi-Functional Team (MTF)�������3 Section C � Service Summary and Method of Surveillance��������������.6 Section D � Surveillance Procedures�����������������������7 Section E � Surveillance of Non-Service Summary (SS) Items������������...7 Section F � Unacceptable Performance����������������������8 Section G � Certification/Acceptance of Services�����������������...9 Section H � Contractor�s Quality Control Plan������������������ Section I � Contract Management������������������������9 Appendix 1 � CPAR Rating definitions�����.����������������...11 Attachment 1 Surveillance Schedule Attachment 2 Corrective Action Report Attachment 3 Customer Complaint Record Attachment 4 Performance Assessment Report

Section A � Purpose

1. This Quality Assurance Surveillance Plan (QASP) has been developed to provide the Contracting Officer Representative (COR) an effective and systematic method to evaluate contractor provided services as required by the terms and conditions of the contract. This plan implements DAFI 63-138 Acquisition of Services, DAFFARS MP 5301.602-2(d), DAFFARS MP 5346.103 and the Guidebook for the Acquisition of Services, with respect to the government�s quality assurance (QA) requirements.

2. The role of government QA is to ensure contract standards are achieved. In conducting surveillance, CORs are to be objective, fair, and consistent in evaluating contractor performance against the performance standards.

3. This plan is a living document and shall be revised or modified by members of the multi-functional team as circumstances warrant, throughout the life of the contract, to ensure adequate oversight of contractor performance is maintained.

Section B � Roles and Responsibilities of the Multi-Functional Team (MFT)

1. Installation Contracting Division Chief/Commander

a. Serves as Business Advisor to senior leadership.

b. Ensures the MFT exercises acquisition authorities and responsibilities according to the FAR, DFARS and

DAFFARS.

2. Program Manager (PM)/Functional Services Manager (FSM)

a. Execute management and oversight for the delivery of contractually acquired services. The PM or FSM does not have directive authority over the day-today contractor performance. Therefore, the PM or FSM works with the CO to ensure the contractual requirements, as defined in the contract PWS, are met.

b. Lead and recommend membership for the MFT through the course of the acquisition (pre and post award) as required in DoDI 5000.74. The PM or FSM leading the MFT should use the Seven Steps to the Services Acquisition Process (with any appropriate tailoring).

c. Specifically identifies those services within a requirement that are mission essential IAW DFARS 252.237-7023.

d. Keep up to date on mission changes that may drive the need for a contract modification. Coordinate with and seek advice from the CO on a possible need for a modification based on changes within the functional mission that could affect the performance requirements of the contract.

e. Review, approve, and sign surveillance schedules prior to upcoming surveillance periods to ensure there is no unnecessary disruption to contract schedule.

f. When necessary, fulfill COR appointment and supervisory duties identified in paragraph 2.10 of this instruction. Review and approve individual�s nomination as CORs to the CO to enable appropriate contract surveillance. The COR(s) should be organizationally aligned with the PM/FSM whenever possible.

g. No less than quarterly, review contractor performance documentation prepared by COR personnel to ensure performance is compatible with contract objectives.

h. Approve Performance Based QASP for contracts greater than or equal to the SAT. Coordinate on Non- Performance Based QASP prior to approval by SDO.

i. Ensure a CPAR is accomplished no less than annually and IAW DoD CPAR Guidance. Reviewing Official may be a CO, purchasing agent, PM or FSM.

3. Contracting Officer (CO) The CO is the only person with the authority to obligate the government and direct a contractor�s performance.

The CO carries out their duties IAW the FAR and its supplements. Broadly, the CO plans for, awards, administers, modifies, interprets, takes corrective action, and terminates a contract on behalf of the government as specified on the CO�s warrant. IAW DoDI 5000.72, DoD Standard for COR Certification, Enclosure 3, para

1(c), when applicable, the CO designates a properly trained COR in writing before award of all service contracts. COs shall designate a COR for all service contracts, unless certain conditions are met, IAW DFARS PGI 201.602(d)(v)(A).

4. Contracting Officer Representative (COR)

a. Provide technical support to the PM/FSM and CO and assist MFT in developing performance requirements in pre-award activities when requested.

b. Assist the CO and MFT in determining Quality Management System (QMS) requirements being mindful of the requirements of FAR Parts 12, 46, 52.212-4(a), 52.246, DAFI 63-138 Chapter 6, and the PWS.

c. COR will aid in assessing contractor submitted QMS for congruence with pre-determined quality systems requirements.

d. Ensure contractor�s accepted QMS complies with contract requirement.

e. Ensure contractor follows the contractor�s QMS as it is written, plus the effectiveness in bring about the desired results�performance equal to or greater than the SS metrics, plus an inspection and corrective action program that identifies and fixes issues without having to be identified by the Government.

f. Assist the MFT in developing a QASP that effectively measures and evaluates performance-based activity throughout the life of the functional contract requirement. CORs ensure the QASP is updated to ensure it reflects any contract changes.

g. Promptly report performance issues to the CO in writing.

h. Draft a CPAR evaluation for contractor performance when designated as the CPAR Assessing Official

Representative for a contract or task order.

i. Complete all COR required training.

j. Ensure a COR file is maintained with COR records (contract, modifications, minutes, invoices and payments, inspection results, QASP, Surveillance Schedule, etc., and MFRs on significant issues relating to the contract as required in DoDI 5000.72. These documents are required to be managed in the Surveillance and Performance Monitoring (SPM) module of PIEE.

k. Inform the CO in writing of any required changes to the contract scope/PWS.

l. Develop and publish a surveillance schedule of COR surveillance activities. Submit to the PM/FSM and

CO for review prior to the commencement of the surveillance period.

m. Develop and publish surveillance report of COR surveillance activities. Submit to PM/FSM and CO for review.

n. Draft CARs for submission to the PM/FSM for each area of contractual non-conformity, either immediately or at the end of each surveillance period (as determined by the QASP) and forward to PM/FSM for review and the CO for issuance.

o. Assist PM/FSM and CO in verifying adequate corrective actions are taken to resolve problems.

p. Notify the CO if there is high risk of the contract costs exceeding the amount programmed.

q. Assist CO to validate the accuracy of invoices submitted by the service provider prior to the government paying for services.

r. Ensure a CPAR is accomplished no less than annually. The CO may determine an out of cycle CPAR is required to address performance concerns.

s. Complete all COR required training.

5. Multi-functional Team (MFT)

a. Fosters partnerships with industry to ensure exchanges of information among the service industry and other business experts occur. Ensures key stakeholders participate in developing, implementing and executing the acquisition strategy.

b. Provides support to senior leadership as required (i.e., performance metrics, data, briefings).

c. Makes sure that correspondence and presentations are accurate, timely and of high quality. Also, provides reports that provide early warnings of significant variances in cost, schedule or performance to senior leadership. Completes and reports annual performance reviews IAW ACC Services Acquisition

Governance.

d. Researches the commercial market to ensure the MFT is using the most efficient and effective assessment methods, techniques, and best commercial practices in performance of the contract.

e. Develops, implements and executes a performance-based acquisition strategy, to include performance metrics, that supports a higher level of contractor performance, fosters synergistic partnerships, accommodates changing or unforeseen mission needs and leverages commercial best practices.

f. Ensures the acquisition strategy aligns mission performance needs with performance-based work statements and acquisition approaches designed to deliver the desired mission support results.

g. Manages risk to ensure mission performance is within cost and schedule constraints.

h. Develops, implements and executes a source selection, if applicable, that provides an integrated assessment of the offeror�s proposal and ensures a best value source selection based on the requirements of the RFP.

i. Plans, programs, and budgets adequate funds to ensure the execution is within approved funding baseline.

j. Develops, implements and manages milestones to ensure the acquisition supports mission requirements within the approved funding baseline.

k. Identifies opportunities to improve performance throughout the life of the acquisition. This includes benchmarking against industry, identifying initiatives, assessing the risk associated with these initiatives, using the QASP to implement initiatives, and monitoring the success of implementation.

l. Assesses and manages contractor performance data, to include submitting CPARS reports.

m. Develops, implements, and executes performance measurement and management IAW the QASP.

n. Ensures the requiring office and Contractor understand the unique programs impacting an acquisition, e.g.

Air Force Hazardous Materials Management Process (HMMP), safety, security, environmental, etc.

o. Recommends changes to the QASP.

6. Quality Assurance Program Coordinator (QAPC)

a. Supports the MFT in the development of contract requirements specifically ensuring that requirements are clearly stated and enforceable.

b. Trains CORs on the contracting requirements associated with the QA program.

c. Trains PM/FSM and COR Supervisors.

d. Provides training, documents CORs acknowledgement of their requirement to:

(1) Evaluate and document contractors� performance IAW the QASP.

(2) Notify the CO of any significant performance deficiencies and provide any recommendations to improve the performance plan or PWS.

(3) Maintain surveillance documentation.

e. Assists in development of QA related training as requested.

f. Maintains documentation of training provided by contracting personnel identified herein.

g. Assists the market research efforts of the MFT in determining commercial QA practices.

h. Assists as required with the evaluation of the contractor�s Quality Control Plans.

i. Provides refresher training annually if necessary to ensure the CORs are up to date with all required changes.

7. Contractor

a. Complies fully with the terms and conditions of the contract.

b. Participates as a member of the MFT after contract award.

c. Maintains and implements a quality control plan that is acceptable to the government.

d. Ensures that non-conformance of contract requirements is identified, corrected, and prevents recurrence.

e. Tenders to the government for acceptance only those services that conform to contract requirements.

f. Recommends any changes to the contract that will provide more effective operations or eliminate unnecessary costs.

Section C � Service Summary and Method of Surveillance

As a minimum, CORs will monitor, review, and report on the contractor�s performance and compliance with all Service Summary (SS) items shown below (from Section 2 of the PWS with the addition of Rating & Surveillance Methods), along with the rest of the PWS. The service requirements summarized below are performance objectives that relate directly to mission essential items. The performance thresholds referenced in the table briefly describes the minimum acceptable levels of service required for each service requirement. The performance thresholds established for each of the performance objectives are the number of defects permitted before the COR notifies the CO IAW FAR 52.212.4 Contract Terms and Conditions-Products and Commercial Services.

SS# Performance Objective

PWS

Section Performance Threshold

(per pickup/delivery location) Surveillance

Method

1 Pickup and delivery schedules are met. 1.2.2.

2 discrepancies per quarter allowed

Periodic Inspection

Copy of a weekly collection statement with delivered totals provided to Carolina Pines Inn Linen Exchange.

1.2.4.

0 discrepancies per quarter allowed

Periodic Inspection

3 Correct quantities of laundry are delivered. 1.2.5. 2 discrepancies per month allowed Periodic Inspection

Laundry is delivered free of all visible dirt, debris, dampness, odor, mildew, cleaning chemical residue and has a uniform appearance.

1.1.2., 1.5., 1.7., 1.8.

2 discrepancies per month allowed

Periodic Inspection

Items are properly finished, packaged, and labeled.

1.2.3.

2 discrepancies per month allowed

Periodic Inspection

Department of Health requirements.

Compliance with federal, state and local regulations.

1.1.4, 1.4., 1.5.

1 discrepancy per year allowed

Periodic Inspection

Section D � Surveillance Procedures

1. Surveillance Schedule.

a. The COR will develop a monthly surveillance schedule, based on this plan. The schedule shall be completed and uploaded into SPM no later than the last duty day before the surveillance period begins.

Copies of the surveillance schedule shall be provided to the PM/FSM and the CO, before the start of the surveillance period. Surveillance schedules, when completed, shall be marked �For Official Use Only,� and shall not be shown to the Contractor.

b. Changes to the surveillance schedule shall be sent to the PM/FSM and the CO. The COR shall document the reason(s) for changes to the surveillance schedule and maintain the documentation in the COR files with the corresponding surveillance schedule that was changed.

c. The inspection schedule shall be comprised of at least ten percent (10%) of non-SS items, but no more than twenty percent (20%). Monthly schedule format is determined by the COR, PM/FSM, and CO.

2. Monthly/Quarterly Surveillance.

a. COR shall submit all PARs to the CO by the 5th workday of each month after the surveillance period.

These reports are essential for identifying areas that are nonconforming and whether the contractor has satisfied the basic requirements of the PWS. All PAR documentation shall be submitted with all validated customer complaints and corrective action reports (CARs).

b. It is essential that the COR conduct the exact number of surveillances on the surveillance schedule for an effective QA program. COR shall document surveillance as it is conducted using a PAR.

c. The COR shall conduct surveillance of the Contractor�s performance by determining whether the performance meets the standards contained in the contract.

d. The COR shall record surveillance results. Surveillance documentation shall include as a minimum, the date, time, and location the surveillance was conducted, rating results of the surveillance, contract paragraph number referencing the requirement, a short description of the requirement being surveyed, applicable remarks, signature of COR conducting the surveillance. When COR determines that Contractor performance is unacceptable, the specific reason for the unacceptable performance shall be recorded on the CORs surveillance documentation.

e. COR shall identify any scheduled inspections not accomplished during a surveillance period in the monthly surveillance report as not completed and why the surveillance was not completed.

f. If scheduled monthly/quarterly surveillance requirements cannot be met, CORs include an explanation in the monthly/quarterly surveillance report for each missed item. In such cases, a statement from the PM/FSM and CO approval for the variance is required.

3. Customer Complaints Any base employee observing unacceptable services, either incomplete, not performed, or performed improperly, should immediately contact the COR. COR shall ensure complaint procedures and forms are made available to all customers. COR shall receive, document and validate or invalidate all complaints. If the complaint is invalid, the COR shall contact the customer and explain why the complaint was invalid. COR shall complete and submit to the CO a Corrective Action Report (CAR) for all valid customer complaints. The CO will issue the CAR to the contractor and shall document when the complaint is resolved, and notify the COR. The COR shall document the customer notification on the Customer Complaint Record. Complaints will be tracked and if the performance threshold is exceeded, the COR shall notify the CO in writing so that the appropriate action can be taken.

Section E � Surveillance of Non-Service Summary Items

The government has the right to inspect and test all services called for by the contract, to the extent practicable at all times and places during the term of the contract. Therefore, COR will conduct surveillance for SS items and non-SS items as well. When the COR identifies unacceptable performance on non-SS items, the COR shall follow the procedures in Section F of this plan, entitled, Unacceptable Performance.

Section F � Unacceptable Performance

1. Unacceptable Performance When the Contractor�s performance is deemed unacceptable, COR shall attempt to determine the cause of the unacceptable performance. If any Government action, or lack of action, caused the unacceptable performance, the unacceptable performance shall not be counted against the Contractor. The COR shall take action to ensure Government action, or lack of action, does not interfere with the Contractor�s performance in the future. When the unacceptable performance is not the result of Government action, or lack of action, COR shall promptly notify the Contractor and prepare a draft Corrective Action Report (CAR). Then send to the CO for permission to issue CAR to the contractor. By initialing and dating the CAR, the Contractor is acknowledging that he or she has been informed of the unacceptable performance, and not necessarily agreeing that the performance was unacceptable.

a. Never direct contractor�s work or the re-performance of work, assist the contractor in any task, advise the contractor on how to accomplish any task, change the contract, or interpret the contract, but rather observe and report on contractor compliance with contracted requirements.

b. Re-performance of services. Under PBSA and FAR 46.407(b), ordinarily the first corrective action required of services not meeting contract requirements is the re-accomplishment of the service at no charge to the government. COR documentation of the services not meeting contract requirements denotes the contractor has to re-perform the service. However, upon advice of the technical/functional activity and the nature of the service, the CO may pursue other options.

c. If the Contractor challenges the validity of the CORs unacceptable surveillance findings, promptly report performance issues to the CO in writing. The Contractor shall be required to return all completed CARS to the CO, no later than the suspense date indicated on the CAR. The CAR will be provided to the COR and uploaded into SPM.

2. Contracting Officer Notification for Acceptance of Nonconforming Supplies or Services.

a. Minor Finding. A departure from established standards having little bearing on the service provided.

When COR identify a minor finding, the COR shall document the findings, and is required to notify the CO. If the same minor finding is repeatedly identified, it may be an indication that a major finding is occurring or has occurred because the contractor has not taken proper steps to prevent recurrence.

b. Major Finding. According to FAR 46.101, means a nonconformance, other than critical, that is likely to result in failure of the supplies or services, or to materially reduce the usability of the supplies or services for their intended purpose.

If at any time COR identify a condition as having a significant adverse effect on the quality of the activity, such as those stated below, COR shall document their findings and notify the CO immediately in writing.

(1) Contractor failure to meet a performance threshold.

(2) A significant morbidity or mortality involving contractor personnel,

(3) Failure to provide adequate corrective action to preclude reoccurrence of government identified findings.

(4) Failure to provide corrective action to deficiencies identified by the contractor within a prescribed suspense period.

(5) Any failure to adhere to security regulations that results in a security incident.

(6) Revocation of clinical privileges.

c. Critical. According to FAR 46.101, means a nonconformance that is likely to result in hazardous or unsafe conditions for individuals using, maintaining, or depending upon the supplies or services; or is likely to prevent performance of a vital agency mission.

The COR shall notify the CO in writing immediately.

3. Remedies for Unacceptable Performance.

In accordance with FAR 52.212-4 (a) if any of the services do not conform with the contract requirements; the government may require the contractor to perform the services again in conformity with contract requirements, at no increase in contract amount. This includes but is not limited to (if applicable) the termination of health care workers and recruitment of substitute health care workers that are equally qualified within established timeframes. When the defects in services cannot be corrected by re-performance, the government may -

a. Require the contractor to take necessary action to ensure that future performance conforms to contract requirements; and

b. Reduce the contract price to reflect the reduced value of the services performed. This may include a reduction in the number of paid hours to reflect the total non-performance period.

4. If the contractor fails to promptly perform the services again or to take the necessary action to ensure future performance in conformity with contract requirements, the government may --

a. By contract or otherwise, perform the services and charge to the contractor any cost incurred by the government that is directly related to the performance of such service; or

b. Terminate the contract or task order for default.

Section G � Certification/Acceptance of Services

1. COR shall certify receipt of contractor services each month. The COR shall certify that services were received, IAW the terms and conditions of the contact. The COR shall certify receipt of contracted services via the Procurement Integrated Enterprise Environment (PIEE) website. Certification of services shall be accomplished within 7 calendar days after invoice submission.

2. The COR is responsible for completing WAWF training on PIEE through PIEE�s web-based training course.

Section H � Contractor�s Quality Control Plan

1. In accordance with the PWS, the contractor shall establish and maintain a Quality Control Plan to ensure the requirements of the contract are provided as specified. The contractor shall provide a Quality Control Plan describing the inspection system for the requested services listed in the PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of unacceptable services. The contractor shall update the plan as changes occur and changes shall be submitted for review and acceptance by the CO. The contractor�s quality control plan shall contain, as a minimum, the following items:

a. A description of the inspection system to cover all services. Description shall include specifics as to the areas to be inspected on a scheduled and unscheduled basis, frequency of inspections, and the title and organizational placement of the inspector(s).

b. A description of the methods to be used for identifying and preventing defects in the quality of service performed.

c. A description of how the records will be kept. Records must document all inspections and corrective or preventive actions taken.

2. Contractor Inspection Records. Records of inspections shall be kept and made available to the government throughout the contract performance period and for the period after contract completion until final settlement of any claims under this contract.

Section I � Contract Management

1. The MFT shall utilize the following approaches, methods, and tools to manage the contract upon award:

a. The COR shall conduct, document, track, and analyze Contractor performance via monthly/quarterly surveillances. The surveillance results shall be maintained as Past Performance Information (PPI) and utilized to submit information into the CPARS. Surveillance results, along with the contractor�s submittals will be used to develop metrics to track contractor�s overall compliance with contract terms and conditions.

b. The contractor shall maintain and implement a quality control plan to ensure the contract services conform to the requirements of the PWS. COR shall monitor contractor�s performance against the contractor�s quality control plan.

c. The MFT may conduct periodic progress meetings to review the contractor�s performance. At these meetings the CO will apprise the contractor of how the government views the contractor�s performance and the contractor will apprise the government of problems, if any, being experienced. The contractor will also notify the CO, in writing, of any work being performed, if any, that the contractor considers over and above the requirements of the contract. Appropriate action shall be taken to resolve any outstanding issues.

2. Documentation Requirements.

a. The COR shall conduct, document, track, and analyze Contractor performance via monthly/quarterly surveillances. The surveillance results shall be utilized to submit information into the CPARS.

Surveillance results, along with the contractor�s submittals will be used to develop metrics to track contractor�s overall compliance with contract terms and conditions and shall be maintained as PPI.

b. Thorough documentation of unperformed or poorly performed work is essential for tracking contractor performance throughout the period of performance. This documentation provides the CO with contractor status as it applies to the performance criteria. The COR will document deficient work by compiling facts describing the inspection methods and results. The COR will develop documentation to substantiate nonconformance with the terms of the contract. The documentation, together with any recommendations, will be forwarded to the CO for corrective action.

c. The CO via a COR Designation Letter delegates inspection and acceptance to the COR. The CORs are required to maintain accurate records of the contractor�s performance and keep the PM/FSM informed of all data pertaining to contractor status.

(1) Register for JAM and SPM access through the PIEE e-Business Suite at https://piee.eb.mil, and complete training to effectively perform duties in the SPM. Training includes a review the JAM and SPM Users Guide and FAQs, and if necessary, a request for additional training from a local Department Administrator (DA).

(2) Provide information necessary to assess whether any actual or potential personal conflicts of interest with performing the responsibilities to be designated exist. Conflicts of interest determination will be reviewed again prior to contract award.

(3) Participate, as requested, in annual CPAR procedures and contract close-out.

(4) Remain abreast of changes to terms and conditions of the contract resulting from contract modifications.

(5) Perform only those duties/responsibilities delegated by the CO in the COR Designation.

(6) CORs may be designated as the Assessing Official�s Representative (AOR) by the CO in the CPARS

IAW the CPARS Guide. If designated as an AOR, the COR would be responsible for providing a timely, accurate, quality, and complete narrative for a report on the contractor's performance.

d. Contractor Performance Metrics. CORs shall submit into SPM by the 5th working day of the next month. This surveillance shall document contractor�s performance metrics of SS items, analysis of trends discovered in surveillance, CARs issued, and summary of contractor�s performance.

Appendix 1 � Contractor Performance Assessment Reporting (CPAR)

Evaluation Ratings Definitions

Rating Definition Note

Exceptional Performance meets contractual requirements and exceeds many to the Government�s benefit. The contractual performance of the element or sub- element being evaluated was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

To justify an Exceptional rating, identify multiple significant events and state how they were of benefit to the Government. A singular benefit, however, could be of such magnitude that it alone constitutes an Exceptional rating. Also, there should have been NO significant weaknesses identified.

Very Good Performance meets contractual requirements and exceeds some to the Government�s benefit. The contractual performance of the element or sub- element being evaluated was accomplished with some minor problems for which corrective actions taken by the contractor was effective.

To justify a Very Good rating, identify a significant event and state how it was a benefit to the Government. There should have been no significant weaknesses identified.

Satisfactory Performance meets contractual requirements.

The contractual performance of the element or sub- element contains some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

To justify a Satisfactory rating, there should have been only minor problems, or major problems the contractor recovered from without impact to the contract/order.

There should have been NO significant weaknesses identified. A fundamental principle of assigning ratings is that contractors will not be evaluated with a rating lower than Satisfactory solely for not performing beyond the requirements of the contract/order.

Marginal Performance does not meet some contractual requirements. The contractual performance of the element or sub- element being evaluated reflects a serious problem for which the contractor has not yet identified corrective actions. The contractor�s proposed actions appear only marginally effective or were not fully implemented.

To justify Marginal performance, identify a significant event in each category that the contractor had trouble overcoming and state how it impacted the Government.

A Marginal rating should be supported by referencing the management tool that notified the contractor of the contractual deficiency (e.g., management, quality, safety, or environmental deficiency report or letter).

Unsatisfactory Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance of the element or sub-element contains a serious problem(s) for which the contractor�s corrective actions appear or were ineffective.

To justify an Unsatisfactory rating, identify multiple significant events in each category that the contractor had trouble overcoming and state how it impacted the Government. A singular problem, however, could be of such serious magnitude that it alone constitutes an unsatisfactory rating. An Unsatisfactory rating should be supported by referencing the management tools used to notify the contractor of the contractual deficiencies (e.g., management, quality, safety, or environmental deficiency reports, or letters).