The Situation

The electric utility’s Meter Service group procedures were documented, but at times they were incomplete, or gaps were identified. They had grown organically and relied on job aids and reference materials to train new hires and support the existing workforce. They had accumulated over 125 work instructions, but there wasn’t a centralized repository to store and access them. They existed in many formats and at different levels of completeness and accuracy.

Mosaic Offers A Solution

Mosaic was engaged to complete two phases of work:

1. Phase 1: Mosaic assessed existing work instructions and determined the level of effort required to establish a standard set of operating procedures. This assessment included a high-level job/role analysis to verify the accuracy of job and role alignments and documented processes.

Mosaic’s recommendation was to rewrite procedures to meet their business objective of confidently ensuring employees had the tools and training necessary to perform work safely, accurately, and consistently.

2. Phase 2: Mosaic project managed the process and helped create 161 new work procedures, including 127 rewrites and 34 new ones. This effort included coordinating with and interviewing subject-matter experts, employing a standardized technical writing method, standardizing the format, and making new work procedures easily accessible in alignment with the organization’s new procedural governance process.

The third and final phase of the project will be to build new training programs for the four role progressions responsible for performing customer meter work in electric field operations:

• Field Services Representative
• Service Representative
• Senior Service Representative
• Primary Meter Tester & Investigator