Administration of Moves, Adds, and Changes
A regional insurer has 4,000 outlets across three buildings. The IT team maintains a spreadsheet of outlet locations, but it is three years out of date and does not reflect 600 MACs performed since. The facilities team uses a separate CAD drawing set. A recent audit found that 12% of outlets could not be located within 30 minutes during an incident. The owner wants a single source of truth and has asked for a plan. Budget is limited, and the IT staff has no dedicated documentation role.
1. Propose an approach to establish and maintain accurate records.
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Start with a physical audit to reconcile outlets, identifiers, and locations against the CAD set, then build a single database keyed by a unique outlet identifier with links to drawings. Assign ownership and define a MAC workflow that requires record updates before work is closed. Use labeling standards so field identification matches records. The goal is a maintained record, not a one-time cleanup; without a workflow, the data will drift again.
2. The owner asks whether to hire a dedicated documentation role or add it to existing staff duties. How do you advise?
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Present both options with trade-offs. A dedicated role improves consistency but adds cost; embedding the duty in existing staff works only if it is explicitly assigned, time is allocated, and completion is enforced at project closeout. Given the audit finding and the 600-MAC backlog, a temporary audit resource plus a permanent assigned owner with defined responsibilities is a pragmatic middle path. The decision should be documented with the chosen owner and metrics.
3. Define how you would measure whether the new process is working.
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Track time to locate an outlet during drills or incidents, percentage of MACs with records updated at closeout, audit discrepancy rate, and completeness of the as-built drawing set. Set targets (e.g., locate within 5 minutes, 95% MAC records updated) and review them quarterly. Metrics make the process accountable and reveal drift early.