About Our Client

This diversified energy company’s operating units include an electric utility serving 2.2 million customers in Southeastern Michigan and a natural gas utility serving 1.3 million customers in Michigan. It has more than 10,000 employees in utility and non-utility subsidiaries involved in a wide range of energy-related businesses.

The Situation

The electric utility’s Meter Service group did not have standard operating procedures documented. 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.

The assessment found that the utility needed to rewrite every procedure to meet their business objective of confidently ensuring employees had the tools and training necessary to perform work safely, accurately, and consistently. They knew that effectively training employees would be dependent on clear and accurate work procedures, so they launched a strategic objective to assess, standardize, and formally document procedures for fieldwork processes.

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