In a well-structured Management of Change (MOC) process, the review and approval phase plays a critical role in ensuring that proposed modifications are safe, compliant, and well understood. As discussed in previous posts, an Approver is typically expected to review MOC related documentation, risk assessments, and other project details before giving the green light.
But what happens when an Approver has a question?
A Common Scenario: Seeking Clarification Mid-Review
Consider this typical situation. An Approver is reviewing the redlined P&ID in the MOC’s Work-in-Progress (WIP) folder and notices something unexpected. Instinctively, the approver might send a quick email or make a phone call to the MOC owner to resolve the issue:
“Hello Joe, I am looking at the redlined P&ID in the WIP folder and it looks to me like the new PSV is not located as discussed during our site inspection. Please advise why?”
The problem with this approach—though expedient—is that it’s not ideal when it comes to preserving important design and decision criteria.
Why Email and Phone Calls Aren’t Enough
Engaging in critical decision-making through informal channels like email or phone introduces several risks:
- No Permanent Record: These conversations often occur outside the MOC system and can easily be forgotten, overlooked, or lost.
- Extra Admin Work: The approver is burdened with the task of documenting the exchange manually, which introduces inconsistency.
- Lack of Visibility: Other reviewers or stakeholders may have no visibility into these side conversations, leading to confusion or redundant questions.
The Bigger Problem: The “Reject” Trap
Here’s where the issue becomes more serious. If an Approver can’t get their question answered easily, they might be tempted to simply reject the MOC. In many systems, this pushes the entire project back a phase— to scoping or change design —invalidating any prior approvals and requiring those tasks to be repeated. This isn’t just inefficient; it’s costly and frustrating for everyone involved.
The Solution: Embedded MOC Messaging Feature
What’s really needed is a built-in method for raising and resolving clarification questions—without breaking the review flow. A comprehensive MOC solution should include:
- An Embedded “Contact” or “Clarification Request” Function: Approvers can flag specific items and send a structured request for clarification to the MOC owner or team members, directly from within the MOC dashboard.
- No Process Disruption: These requests pause the approval without forcing a formal rejection, allowing the review to resume smoothly once the clarification is received.
- Fully Logged Conversations: All communication is time-stamped and stored within the MOC record, providing a complete and auditable history.
FACILEX® MOC: Keeping the Process on Track
The FACILEX® MOC solution is designed with these best practices in mind. It provides intuitive messaging features that allows reviewers to raise questions, get answers, and keep the project moving—all while maintaining a detailed report and audit trail. There’s no need to step outside the system or risk rejecting the MOC’s approval over a minor issue.
By making it easy to ask questions and resolve issues within the MOC lifecycle, FACILEX® helps organizations avoid unnecessary delays, reduce rework, and maintain momentum during an MOC project.
