Provisions for contractor support during deployment are contained in contract.
Alarms: Contract statement of work provisions for maintenance support, training manual updates and classroom training on system operation and maintenance.
Escapes: Ensure that the contract requires a contractor engineering team during initial deployments.
Ability to evaluate the system on a real-time basis.
Contractor is required to analyze failures of all returned equipment.
Alarms: Failed parts are not returned in a timely manner and not identified for proper failure analysis.
Escapes: On-site contractor engineering team provide information on the details of each failure. Prime contractor retains responsibility for analysis, corrective action, and close-out.
Benefits: Detailed and timely information will be
available concerning field problems.
Government is solely responsible for repair of failed parts.
Alarms: Planned activity to evaluate the capability of designated government repair facilities is lacking.
Escapes: For commercial items, conduct tradeoff on government versus commercial repair. Contractor responsible for repair for the first three years after Initial Operational Capability (IOC). Consider a transition period to government responsibility 3 - 5 years after IOC.
Benefits: No-cost product improvements will be
Standard military data collection systems are used.
Alarms: Contractor developed data is not used to supplement the military data system.
Escapes: Require the contractor to analyze field data independently for an engineering assessment of field problems.
Benefits: System problems in the field will be accurately assessed.
"Field Feedback Best Practices: How to Avoid Surprises in the World's Most Complicated Technical Process. Department of the Navy; Reliability, Maintainability, and Quality Assurance Directorate (NAVSO P-6071), March 1986, pp. 5-45 to 549.