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• <br /> • <br /> Resolution/Corrective Actions <br /> ® In this discussion, SMG provides the proposed details of the resolution/corrective actions that will be <br /> ® taken to ensure adherence to performance standards. <br /> ® These details include: <br /> 0 <br /> 0 • proposed methods used to identify/pinpoint defects/deficiencies in performance of work <br /> O • discussion of the fixes and management acts (control) to prevent recurrence of all <br /> identified defects/deficiencies (both contractor and client reported) <br /> • description of proposed corrective action reports and records <br /> 0 <br /> The two key elements of SMG's corrective action process/procedure involve: <br /> 0 • Immediately correcting the problem and ensuring re-adherence to applicable <br /> 0 performance standard(s) <br /> 0 • Instituting procedural/systematic corrective action to prevent recurrence <br /> ® Proposed Methods Used to Identify Defects/Deficiencies in the Performance of the Work <br /> In this section, SMG discusses its proposed methods to be used to identify defects/deficiencies in the <br /> 0 performance of the work. First, SMG uses its proposed inspection system and associated surveillance <br /> ® methods/techniques to identify potential problems before they amount to a defect/deficiency. This is <br /> done in several ways. Some of the ways include: <br /> Utilizing SMG Area Supervisors and Quality Assurance Staff to conduct inspections, along with <br /> ® incorporating all SMG employees into the inspection cycle (TED. As noted previously, this results in <br /> "over-sampling/inspection" thereby drastically reducing the likelihood of a problem going undetected <br /> for any period of time and virtually ensuring service output does not fall below established <br /> performance standards of SMG's experience in determining inspection criteria (e.g., method of <br /> surveillance, frequency of inspections, etc...)/Arose: this experience includes areas that have historically <br /> proven troublesome as well criticaUpriority areas (e.g., response/resolution times) <br /> ® Second, in conjunction with our inspection system, SMG uses a proactive approach to <br /> ® identify/pinpoint defects/deficiencies in the performance of the work. This approach includes the <br /> ® following methods: <br /> C) <br /> ® <br /> ' CITY WIDE CUSTODIAL SERVICE, SUNNY ILSES BEACH FLORIDA <br />