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 MO-327 CHG 94-01
(c) An aggressive customer complaint program, once
established, needs to be explained to every organization that
receives the contractor's services. An operation instruction
should be given to each organization outlining t he customer
complaint pro ram, the format and the content of a formal
customer comp l aint, and the action which the customer can expect
to be taken with the contractor in response to the customer's
complaint.
(d) Normally, each customer complaint is brought, in person
or by telephone, to the QAE checking contractor performance.
information concerning the complaint is entered into a customer
complaint record. A recommended customer complaint form (NAVFAC
4330/47) is included in Appendix H. The record contains the
following information:
(1)
Date and time of complaint,
(2)
Source of complaint - organization or individual,
(3)
Nature of complaint (narrative description),
(4)
Contract reference of complaint related services,
(5)
Valid complaint (Yes or No),
(6)
Date contractor informed of complaint,
(7)
Action taken by contractor,
(8)
Rework information.
If validated customer complaints are selected as the primary
method of surveillance for a particular contract requirement, the
number of complaints should be forecasted and sufficient time
allowed in the monthly surveillance schedule for the validation
process.
4-360 Incidental or unscheduled Inspections. The QAE may
conduct impromptu avaluations of contract requirements whenever
necessary. Although, this surveillance method can not be used to
determine the contractor's overall level of performance, it may
provide useful information as an indicator of how a contractor
may be performing. Incidental inspections should not be used as
the primary method of insp ection. However, payment deductions
shoul d be made for all de f ects identified. The use of the term
"incidental inspection" is encouraged rather than "unscheduled
inspections", to avoid confusion with the "inspection of
unscheduled services". Though similar in wording, the two
phrases have entirely different meanings.
4-400 SELECTION OF THE SURVEILLANCE METHOD
4-410 General. Some contract requirements have a more
significant and important impact on the mission than others. 100
percent inspection might be used for "critical" or "important"
requirements; planned sampling, or random sampling for "less
important requirements"; and validated customer complaints or
incidental inspections for the "least important requirements".
No firm guidance for method selected can be provided and each
choice must be based on the totality of the circumstances.
Some general guidance on the selection of a surveillance method
for a particul ar contract requirement is given below. A method
of surveillance
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