Mergers, acquisitions, technology changes and everyday adjustments to services dictate MACD activity. Regardless of the quantity or technical complexity, one constant exists – changes increase the opportunity for error. As MACDs occur, technical and financial validation and inventory reconciliation serve to validate accuracy and identify errors introduced through change.
Providers consider a service order complete after they terminate the service or configure the features. Interoperability with subscriber terminating equipment is not a concern of providers in most situations. They will complete orders in their order systems when they finalize installation or change process. Completed orders do not always reflect technical accuracy from a subscriber’s viewpoint. As such, when new services or features are moved between service addresses or added to a location, the validation process should include confirming that the service operates to specification.
The telecom industry is notorious for incorrectly billing customers. This is especially true when MACDs are involved. Any time that a service changes the opportunity for incorrect billing increases. Since changes in service create billing volatility, every MACD process should include a plan of action to ensure that billing ceases in the case of a disconnect or is properly applied in the case of an install or change. This action includes invoice-to-contract validation of non-recurring, monthly recurring and usage-related charges. Additionally, service disconnects present the opportunity for credits on services. Most service charges are paid a month in advance so a disconnect in the middle of a billing cycle will result in a credit for the pre-paid portion of that service.
Finally, update the service and cost inventory with each and every MACD. Tracking the status of each phase of the validation process in the inventory helps to manage change and maintain accuracy. Once technical and financial validation have been completed, update the service and cost inventory to reflect the current state of services and associated charges.
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