QASP - Hoods Duct Cleaning.pdf

QUALITY ASSURANCE

SURVEILLANCE PLAN (QASP)

FOR

CLEAN AND REPAIR KITCHEN EXHAUST SYSTEMS

Eielson AFB

11 JUNE 2012

Non-Personal Services

ADAM V. COYNE, Maj, USAF KAREN LAWSON USAF

Commander, 354 th

Contracting Squadron Functional Director

MARK A. CHRANOWSKI KAREN R. NOMEE, TSgt, USAF

Contracting Officer Service Contracts NCOIC

ERIC L. MOSS, TSgt, USAF

Contract Officer

REBECCA L. GREGOROFF

Quality Assurance Program Coordinator

This Quality Assurance Surveillance Plan may be made part of the solicitation but shall not be part of the resulting contract.

QUALITY ASSURANCE

SURVEILLANCE PLAN (QASP)

TABLE OF CONTENTS

Subject Page

1. Overview 3

2. Objective and Results 3

3. Multi-Functional Team (MFT)

Members/Roles and Responsibilities 3-7

4. Surveillance Approach 7-9

5. Documentation Requirements 10

6. Performance Requirements and Method of Surveillance 10

7. Performance Reporting

Attachment 1, Services Summary (SS) 13

Attachment 2, Customer Complaint Record 14

Attachment 3, Corrective Action Report (CAR) 15

1. OVERVIEW.

a. Purpose. The purpose of this Quality Assurance Surveillance Plan (QASP) is to identify the methods and procedures the Government will use to ensure it receives the services under contract as identified in the performance objectives in the Performance Work Statement (PWS).

This plan will focus on the level of performance required by the PWS, not the methodology or process. This plan implements the requirements of the Defense Federal Acquisition Regulation

Supplement (DFARS) Procedures, Guidance, and Information (PGI) 201.6, Air Force Federal

Acquisition Regulation Supplement (AFFARS) Mandatory Procedure (MP)5346.103, and

MP5301.602-2(d) with respect to the Government’s quality assurance requirements.

b. Intent. The intent of this QASP is to rely on the Contractor's Quality Control Plan

(QCP), if applicable; changing the Government's role from "oversight" to "insight;” focusing on determining if the standards (desired end results) are met, versus evaluating if each individual task is performed, and deducting when the Contractor fails to meet the standard.

2. OBJECTIVE AND RESULTS.

a. Objective: The objective of this contract is to provide services to the Kitchen Exhaust

Hoods and ducting at Eielson AFB, AK. Contractor shall provide all plant, management, tools, supplies, equipment, transportation, and labor necessary to maintain and repair government-owned appliances, in accordance with the PWS.

b. Results. To ensure the Contractor meets all requirements in the PWS provides continuing services to Eielson AFB, Alaska and that the Contracting Officer’s Representatives

(CORs) assess the Contractor’s performance according to the standards set forth in the Services

Summary (SS) (Attachment 1).

3. MULTI-FUNCTIONAL TEAM (MFT).

a. MFT Key Members.

Contracting Officer (CO):

Contract Administrator (CA):

Quality Assurance Program Coordinator (QAPC):

Functional Commander/Director (FC/FD):

Contracting Officer’s Representatives (COR):

b. MFT Roles and Responsibilities. The MFT will plan and manage this service contract throughout the life of the requirement. The MFT shall support and its members shall perform:

Business/acquisition strategy that promotes best value decisions that will meet customer requirements and foster partnerships with industry

Develop, implement, and execute performance based acquisition strategy

Market research to ensure best commercial practices

Source selection which ensures best value selection based on requirements

Contract performance management, to include collection of past performance information

Provide support to leadership, as required, to ensure dissemination of acquisition information

Ensure funding is adequate and within approved funding baselines

Manage risk to ensure mission performance is within cost and schedule constraints

Identify opportunities to improve performance throughout the life of the acquisition and recommend changes to the QASP

c. Membership. An MFT is established for each acquisition; it creates an environment that shapes and executes the service requirement throughout its entire life. The members work together to ensure success. The MFT is responsible for acquisition planning, development, and performance management for new and follow-on service contracts. MFT meetings will be held for new contracts. Together, the team builds the acquisition strategy, purchase request package and solicitation, and executes performance management. Contractor input should be encouraged throughout the process.

The MFT membership will be individuals holding the positions listed herein. The MFT may be comprised of the following positions:

Functional Commander/Director (FC/D) over the functional area

Contracting Squadron Commander

Contracting Officer (CO)

Contracting Officer’s Representative(s) (COR) Supervisor(s)

Quality Assurance Program Coordinator (QAPC)

Contract Administrator (CA)

Contracting Officer’s Representative(s) (COR(s)) in the functional area

Environmental, Legal, Manpower, Finance, Records Management, Air Force Office of Special Investigations (AF OSI), Security, and Safety (Optional. These members may be called to help research or provide guidance on an issue that arises during the acquisition process.)

Contractor (Becomes a member after award of contract.)

Functional Commander/Director (FC/D) shall:

Ensure functional compliance with the requirements set forth in Office of the Under

Secretary of Defense (OUSD) (Acquisition Technology & Logistics (AT&L))

Memorandum, 29 Mar 10, “DoD Standard for Certification of COR for Service

Acquisitions” to ensure that properly trained and ready CORs are assigned prior to contract award

Receive required training on the contracting requirements associated with the quality assurance program in accordance with (IAW) MP5301.602-2(d) and any MAJCOM/DRU procedures

Provide/Ensure the availability of competent functional experts to represent them on the

MFT who will be available full time or as warranted by the acquisition life cycle

Provide functional continuity and stability for the MFT throughout the life cycle of the acquisition

Jointly form the milestones for the acquisition process

Develop and deliver a requirements package in order to ensure timely award of the contract

Build and encourage organizational awareness, ensuring all members of the MFT are aware of changes, milestones, mission goals, objectives, values, and their constant active roles in creating a quality PBSA

Review Contractor performance documentation prepared by the COR on a regular basis

Contracting Squadron Commander shall:

Serve as the Installation Business Advisor to senior leadership

Ensure the MFT exercises acquisition authorities and responsibilities in accordance with

(IAW) the Federal Acquisition Regulation (FAR)

Monitor progress of the MFT

Correct/evaluate delays or problems not resolvable within the MFT

Build and encourage organizational awareness ensuring all members of the MFT are aware of changes, milestones, mission goals, objectives, values, and their constant active roles in creating a quality PBSA

Contracting Officer (CO) shall:

Determine the nature of the work/requirement (Type A, B, or C) as specified in the

Office of the Under Secretary of Defense (OUSD) (Acquisition Technology & Logistics

(AT&L)) Memorandum, 29 Mar 10, “DoD Standard for Certification of COR for Service

Acquisitions”

Determine if prospective COR(s) is/are qualified and acceptable. If unqualified or unacceptable, must identify specific deficiencies, notify the requiring activity, and request additional information or a new COR nomination

Ensure contract-specific training (to include refresher training) is scheduled and provided to prospective COR(s)

Appoint COR(s) via the COR Designation Memorandum and forward a copy of the fully executed COR Designation Memorandum to the COR, COR Supervisor, Contractor, CORC, and to the contract administration office (if applicable)

Review the COR’s reports for completeness/accomplishment

Provide an assessment on COR performance to the COR Supervisor, as requested

If COR reports and/or performance are inadequate, provide a written assessment and discuss performance with the COR

If COR reports and/or performance continue to be inadequate, provide a written assessment and discuss COR performance with COR management

In cases where COR performance continues to be poor, terminate the COR Designation in writing and request a COR replacement. (The requiring activity shall provide a COR replacement to ensure continuous contract monitoring by a qualified individual.)

When the requiring activity requests termination of COR Designation, terminate the COR

Designation in writing. (The termination memorandum shall be executed by the CO and acknowledged by the COR and COR Supervisor. Include the signed Termination of

COR Designation memorandum in the official contract file.)

Forward a copy of the fully executed Termination of COR Designation memorandum to the COR, COR Supervisor, CORC, and the contract administration office (if applicable)

Ensure acquisition processes (i.e., market research, gathering past performance, source selection, solicitation, evaluation, and award) are aggressively performed

Participate in MFT meetings and when the CA is not present, ensure minutes are taken and a written record is maintained of MFT meetings, action items, and milestones

Contracting Officer’s Representative (COR) Supervisor(s) shall:

Complete required training on the contracting requirements associated with the quality assurance program IAW MP5301.602-2(d) and any MAJCOM/DRU procedures

Assign COR(s) to satisfy surveillance requirements of the contract

Ensure participation in the pre-award process and performance of prospective COR/COR duties/responsibilities are properly addressed in the annual performance appraisal

Evaluate the performance of COR duties as part of their performance assessments throughout the period of the contract

Quality Assurance Program Coordinator (CORC) shall:

Train CORs and COR Management (COR Supervisor and FC/D) on the contracting requirements associated with the quality assurance program in accordance with

MP5301.602-2(d) and any MAJCOM/DRU procedures

Support the MFT in the development of contract quality assurance requirements, specifically ensuring requirements are clearly stated and enforceable

Assist the CO in providing refresher training in accordance with MP5301.602-2(d) and

OUSD (AT&L) Memorandum, 29 Mar 10, “DoD Standard for Certification of COR for

Service Acquisitions”

Assist the MFT during market research efforts in determining commercial quality assurance practices

Assist, as required, with the evaluation of Contractor Quality Control Plans (QCP)

Maintain the organization’s COR management system database (e.g., DoD Contracting

Officer’s Representative Tracking (CORT) Tool at https://arcy.army.mil/DODCOR/).

Duties include maintaining:

o A record of all COR designations and terminations of designations, to include COR’s acknowledgement of their duties, by contract number and CO’s name, and o A record of all COR and COR management training, including refresher training regardless of provider (e.g., CORC, CO, Contract specialists, CA, Defense

Acquisition University (DAU), or commercial training provider)

Assist in preparing the PWS and QASP

Participate in MFT meetings

Contract Administrators (CA) shall:

Chair MFT meetings

Perform acquisition processes (i.e., market research, gathering past performance information, source selection, solicitation, evaluation, and award)

Ensure minutes are taken and maintain a written record of all MFT meetings to include action items and milestones, which should be distributed to the CORs and CORC

Assess COR performance periodically

Provide contract-specific training to CORs

Contracting Officer’s Representative(s) (COR(s)) shall:

Provide information necessary to assess actual or potential personal conflicts of interest and immediately notify the CO if subsequent situations arise

Initiate request for required COR training/COR refresher training to ensure required training is completed prior to contract award IAW OUSD (AT&L) Memorandum, 29

Mar 10, “DoD Standard for Certification of COR for Service Acquisitions”

Participate, as requested, in requirements definition/pre-award activities

Ensure participation in the pre-award process and performance of prospective COR/COR duties/responsibilities are properly addressed in the annual performance appraisal https://arcy.army.mil/DODCOR/

Establish and maintain a COR file IAW DFARS PGI 201.602-2(ii) and MP 5301.602-

2(d)

Remain abreast of changes to terms and conditions of the contract resulting from contract modifications

NOT appoint, delegate, or re-delegate COR duties/responsibilities to another individual

(Only a CO may designate a COR and delegate duties/responsibilities to a COR)

Provide reports on contract performance to the CO and FC/D. If advised by the CO and/or FC/D that reports are inadequate, ensure follow-on reports address issues expected by the CO and/or FC/D

When advised by the CO or COR management that COR designation will be terminated, ensure reports/records are made available to the CO, COR management, and a successor

COR, if one is designated by the CO

If circumstances change and there is a reasonable expectation that the designated COR cannot perform effectively, (e.g., personal conflict of interest, change in assignment), the

COR shall notify the CO and COR management and request the CO terminate the COR

Designation and take action to designate a successor COR

Submit requests to make changes to the contract with detailed Government cost estimate

(in writing) to the CO. (It takes an average of 30 days to modify a contract to increase/decrease services.)

Prepare a Contractor Performance Assessment Report (CPAR) annually and submit to the

CA in the Contractor Performance Assessment Reporting System (CPARS)

Fulfill any other duties specifically identified in the CO’s COR Designation

Memorandum. (This list of duties may differ according to each COR Designation

Memorandum.)

Environmental, Legal, Manpower, Safety, Finance, Office of Special Investigations, Records Management POCs can:

Review and provide input for acquisition service requirement

Contractor shall:

Provide innovative ideas that promote best value business decisions on this service contract to meet customer requirements

Comply fully with the terms and conditions of the contract/task order

Recommend changes to the contract that will provide more effective operations or eliminate unnecessary costs

Ensure that non-compliance of contract/task order requirements are identified and corrected and prevents recurrence

Maintain a QCP, if applicable, that compliments the QASP

4. SURVEILLANCE APPROACH.

4.1 QUALITY ASSURANCE SCHEDULE

4.1.1 The COR will develop a monthly surveillance schedule; computer generated form or locally devised form, based on the QASP requirements and with the selected inspection items, annotated on the schedule. The schedule must be completed prior to the first day of the surveillance period that it covers. The COR must give one copy of the schedule to the contract administrator seven (7) days prior to the first day of the month being inspected. Changes to the monthly schedule will be forwarded to the CO.

4.1.2 Select the areas and times for inspections using the procedures in the sampling guides.

Annotate the selected inspection items on the schedule.

4.1.3 The COR will develop a checklist on evaluation procedures to use when conducting surveillance of the contractor’s performance as identified in this plan and train their customers on compliant procedures.

4.1.4 All hours of contractor performance are vulnerable to COR surveillance, to include all shifts, weekends, nights and holidays.

4.2 ACTUAL SURVEILLANCE

4.2.1 Actual surveillance will be conducted as identified in the contract and the “Contract Terms and Conditions”.

4.2.2 It is essential that the exact number of inspections in the periodic checklist inspections be done for an effective quality assurance system. The COR will determine when periodic inspections will be accomplished in order to have an effective quality assurance surveillance system.

4.2.3 The COR will inspect task performance by either watching actual performance, physically checking an attribute of the completed task, checking a management information report, or otherwise inspecting the task or its results to determine whether or not the performance meets the standards contained in the contract.

4.2.4 All surveillance observation/inspection made by the COR will be recorded on a locally devised inspection checklist. Documentation captures the contractor’s past performance. The completed form(s) becomes the official Air Force record of the contractor’s performance.

4.3 METHOD OF SURVEILLANCE

4.3.1. There are two methods of surveillance. They are periodic surveillance, and customer complaints. Refer to PWS 2.3 concerning Government remedies.

4.3.2. SURVEILLANCE for PERIODIC INSPECTION: Some required services may be inspected using periodic inspections.

4.3.2.1. The COR will visit appropriate performance objective work areas of the contractor and either observe the contractor performing the task, evaluate “after the fact” performance, or review physical or computer records. The COR may also conduct periodic inspections of the contractor’s performance based on observations of performance, interviews with customers and reviews of inspections of services through evaluation of the contractor’s previously approved

Quality Control Plan inspections documentation. Periodic inspections may occur at any time and location. Surveillance may be conducted daily, weekly, monthly, quarterly, or semi-annually.

4.3.2.2. STANDARD: Defects will not exceed the thresholds cited (Attachment 1) for each performance objective. The COR shall notify the CO for appropriate action in accordance with

FAR 52.246-4, Inspection of Services - Fixed Price clause if any of the above performance objectives exceed thresholds.

4.3.2.3 PROCEDURES: The COR will inspect all tasks required by this QASP and the

Performance Work Statement (PWS) to ensure contractor compliance. Inspection results will be recorded noting the date and time of inspection. If inspection indicates defective performance, notify the contract manager to document the defect. The contractor must correct the defect(s) within two hours for SS-1 and SS-2 unless the COR permits a longer period based on the circumstances. The contractor must provide a completed copy of required Accident Investigation

Reports to the CO within five calendar days of each occurrence for SS-2. The COR shall not certify satisfactory performance until all defects have been corrected. If contractor fails to correct the deficiencies, the COR shall notify the CO for corrective action.

4.3.3. SURVEILLANCE for CUSTOMER COMPLAINT: There may be certain contract requirements that can best be monitored by the individual or activity receiving the service.

In accordance with paragraph 1.5 of the PWS, the contractor is responsible for establishing a quality control and quality assurance system. The contractor is required to receive, respond to, and document all customer complaints provided by the COR.

4.3.3.1. The key to the success of a customer feedback system is customer education. COR must familiarize their customers with applicable contract requirements and the customer feedback process. If customers are aware of the services they are entitled to receive and the contract standards for those services, the result should be fewer complaints caused by misunderstanding.

An active customer education program may include briefings upon changes in key 354th Wing personnel, brochures, letters, and email reminders, etc.

4.3.3.2 The COR is the point of contact and must collect all customer complaints. When a complaint is received, the COR validates the complaint and notifies the contractor of the discrepancy. All complaints and any resulting resolution of such complaints must be documented by completing the customer complaint form. Customer complaint forms become a permanent part of the COR surveillance records. Valid customer complaints may be used as the basis for adverse action against the contractor. The COR should inform the customer of the approximate time the contractor will re-perform services and advise the customer to contact the

COR if not corrected. The COR will consider customer complaints as resolved unless notified otherwise by the customer.

4.3.3.3 STANDARD: Customer complaints shall not exceed the thresholds cited (Attachment 1) for each performance objective. The COR shall notify the contracting officer for appropriate action in accordance with FAR 52.212.4, Contract Terms and Conditions or the appropriate

Inspection of Services clause, if any of the performance objectives exceed the limitations cited in the performance thresholds. At the end of each month all validated complaints will be counted to determine if performance is acceptable or unacceptable based on the criteria in the

Performance Requirement threshold of the “Service Summary.”

4.3.3.4. PROCEDURES: Any base employee that observes unacceptable services, either incomplete or not performed, for any of the performance objectives should immediately contact the COR. During the month the COR may receive customer complaints about the quality of the service or may observe unacceptable performance by the contractor other than during a sample observation. These complaints and observations will be noted and the COR should validate the accuracy of the complaint, but will not be counted as a defect. Only defects discovered during re-evaluation after re-performance will be counted when customer complaint is the method of surveillance. The COR must periodically inspect the contractor’s documentation to ensure the contractor’s responsiveness to customer’s complaints. If the contractor is unable to resolve a complaint to the customer’s satisfaction, the COR shall validate the complaint and contact the

CO for resolution.

PROCEDURES: Any base employee that observes unacceptable services, either incomplete or not performed, for any of the above performance objectives should immediately contact the COR and the COR will complete appropriate documentation to record the complaint. The COR will consider the customer complaint valid upon receipt from the customer. The COR should inform the customer of the approximate time the unacceptable performance will be corrected and advise the customer to contact the COR if not corrected. The COR will consider customer complaints as resolved unless notified otherwise by the customer. The COR shall verbally notify the

Contractor’s Quality Control Inspector (QCI) to pick up the written customer complaint. The

QCI will be given two hours after verbal notification to correct the unacceptable performance. If the QCI disagrees with the complaint after investigation of the site and challenges the validity of the complaint, the QCI will notify the COR. The COR will conduct an investigation to determine the validity of the complaint. If the COR determines the complaint as invalid, he will document the written complaint of the findings and notify the customer. The COR will retain the annotated copy of the written complaint for his/her files. If after investigation the COR determines the complaint as valid, the COR will inform the QCI and the QCI will be given an additional hour to correct the defect. A defect will not be recorded if proper and timely correction of the unacceptable condition(s) is accomplished. The QCI shall return the written customer complaint document, properly completed with actions taken, to the COR, who will file the complaint for monitoring future recurring performance. Recurring customer complaints are not permitted for any of the above service items. If a repeat customer complaint is received indicating the same deficiency during the service period (month, quarter, etc.), the COR should contact the Contracting Officer for appropriate action.

5. DOCUMENTATION REQUIREMENTS.

a. General. Documentation is required from the COR to record, evaluate, and report

Contractor's performance.

b. Initial Contract Performance Review. Review shall take place within 30 days after the

Contractor assumes full performance responsibility (i.e. after completion of transition/mobilization).

c. COR Report. The COR is required to maintain accurate records of the Contractor's performance and keep the CO informed of all data pertaining to Contractor status. This documentation provides the CO with Contractor status as it applies to the performance criteria.

Every effort should be made to make this report to the CO as accurate as possible.

d. Monthly Surveillance Results. An instrument used by the COR to supplement the inspection records and to provide a complete picture of the Contractor's performance. Types of information that may be included are: acceptable/not acceptable inspections, service summary

(SS) items inspected. Results will be provided to the CA by the 7 th of the month.

e. Monthly Assessment Schedule. The COR will develop a monthly surveillance schedule/checklist either computer generated or locally devised forms may be used based for surveillance plan’s requirements. This schedule should indicate contract number, SS number

(inspection items), and paragraph numbers of the PWS, and date of inspections. The schedule must be signed by the Functional Commander/Functional Director or delegated authority. The monthly schedule must be completed seven (7) days prior to the first day of the surveillance period that it covers, and will be sent to the CO. The schedule shall be marked “FOR OFFICIAL

USE ONLY” and shall not be shown to the contractor.

e. Assessment Schedule Report. The COR is required to provide a summarized report to the FC/D detailing the results of critical requirement verifications and reporting all discrepancies associated with the performance thresholds on the SS. This includes deficiencies identified by the Contractor. This information will be used as a basis for the COR’s annual CPAR.

6. Performance Requirements and Method of Surveillance

a. Services Summary (SS). The SS (Attachment 1) captures the measurable service requirements in the contract that are important to the overall operational requirements. The SS includes performance objectives that describe the desired end result or outcome the Contractor shall achieve. The performance thresholds state the Government’s minimum acceptable level of the performance in terms of quality, timeliness, and quantity in realistic and achievable standards. These thresholds are critical to mission success. The PWS paragraphs reference the details of the performance objective in the PWS.

NOTE: The performance objective is merely a reference point for Government personnel and does not relieve the Contractor of any contractual requirements. The QASP adds a column to the

SS; Method of Surveillance/Assessment. One or more of the surveillance/assessment approaches in paragraph 4 above will be referenced in this section.

b. Contractor Performance Assessment Report (CPAR). At the completion of each performance period, the COR will complete a narrative summary of Contractor past performance in the Contractor Performance Assessment Reporting System (CPARS), which is a web-based program. Any defects associated with performance thresholds on the SS will be included in the

CPAR. After review by the CA, the CPAR will be forwarded electronically in the CPARS to the

Contractor, who has 30 days to concur, non-concur, and/or make comments.

6.1 Performance Rating Definition

In evaluating the quality of contractor’s performance, the following performance ratings may be used.

Performance

Rating

Criteria

Excellent /

Outstanding

Performance meets contractual requirements and exceeds many to the government’s benefits. The contractual performance of the element or sub-element being assessed was accomplished with no problems and contractor actions were highly effective.

Very Good Performance meets contractual requirements and exceeds some to the government benefits. The contractual performance was accomplished with few minor problems for which corrective actions taken by the contractor were effective.

Good Performance meets contractual requirements. The contractual performance contains some minor problems for which corrective actions taken by the contractor were satisfactory.

Marginal Performance does not meet some contractual requirements. The contractual performance reflects a serious problem for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear marginally effective or were not fully implemented.

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

Attachment 1

SERVICES SUMMARY (SS) AND METHOD OF ASSESSMENT

Performance Objective

PWS

Para Performance

Threshold

Remedy

Method of

Assessment

SS-1

Clean and Repair Kitchen &

Exhaust Hoods and Ducting:

Clean, Test, Maintain, and

Repair all hoods & ducts in accordance with PWS requirements.

1.2

No more than 2 valid defects per month

Re-performance

Within 2 hours of notification

Periodic Inspection

Customer

Complaint

SS-2

VPP Requirements:

The contractor shall perform work in a safe manner as required by OSHA Safety and

Health Requirements. Provide a verbal report to the CO as soon as possible of each occurrence of damage to Government property or an accident resulting in death, injury, occupational disease, or adverse environmental impact. Provide a completed copy of required

Accident Investigation Reports to the CO within five calendar days of each occurrence.

1.3. 100% of the time; No more than 1 valid defect per month

Notify CO

ASAP after occurrence.

Provide a completed copy of required

Accident

Investigation

Reports to the

CO within five calendar days of each occurrence.

Periodic Inspection

Customer Complaint

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

Customer Complaint Record Template, Feb 05 (SAF/AQCP) One copy each for Complainant, COR, Contractor, and Contracting Officer

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE DATE

6. CONTROL NUMBER

7. DEFICIENCY MAJOR MINOR

FINDING:

FINDING IMPACT:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.

8. QUALITY ASSURANCE PERSONNEL (COR)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. COR DETERMINATION

ACCEPTED REJECTED

12. CLOSE DATE