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1. Surveillance Methods Reference Guide
An in-depth introduction to the seven most effective surveillance methods for the inspection of service quality compliance. Valuable guidance for quality inspectors responsible for validating conformance to requirements or defined quality metrics. Learn more about:

2. The 8-Step Surveillance Process
A step-by-step guide to a proven, consistent approach for measuring and documenting performance. Easy-to-apply guidance for quality inspectors on how to:

3. How to Select Requirement Significance Levels
The term “Significance Level” refers to the degree of impact a specific nonconformance has on safety or on the effectiveness of all supplies and services delivered. Learn best practices for determining the appropriate significance level to apply to each requirement in an agreement (e.g., contract, federal regulation, industry standard, organizational policy, standard operating procedure, etc.).

4. How to Select Initial Surveillance Frequency
Learn how to determine the initial surveillance frequency for requirements in an agreement. Helpful explanation of four components to consider when determining initial surveillance frequency, including:

5. Tips for Adjusting Surveillance Frequency
An in-depth description of a structured approach for increasing or decreasing surveillance frequency based on documented performance over a specified period of time.

6. Managing Corrective Actions for Nonconformance
Learn how to motivate process owners and service providers toward internal process improvement. Valuable guidance on how to correct nonconforming service issues before they escalate into more serious problems. Includes detailed charts to aid decision making.

7. How to Design a Random Sampling Plan
Random sampling should be used when a known population of large size exists and spending resources to inspect the entire population doesn’t make sense. This guide is designed specifically for service delivery applications and provides: