Escalation procedure
An escalation procedure is a process in which a problem or issue is addressed or managed in a systematic and organized way. It is typically used to resolve a problem or issue that cannot be resolved using existing procedures.
In summary, an escalation procedure is a process used to resolve a problem or issue that cannot be resolved using existing procedures. It typically involves identifying the problem or issue, assigning responsibility, monitoring progress, escalating the issue if needed, and reviewing and revising the process afterwards.
When to use Escalation procedure
Escalation procedures should be used when a problem or issue cannot be resolved using existing procedures. This may occur when the problem or issue is particularly complex, or when there is disagreement or confusion about how to proceed. Escalation procedures can also be used to ensure that problems or issues are handled in a timely manner and that the necessary resources are allocated to resolve the issue.
Types of Escalation procedure
- Direct Escalation: This type of escalation involves escalating the issue directly to a supervisor or other higher-level authority. This is often the quickest and most effective way to resolve the issue.
- Indirect Escalation: This type of escalation involves escalating the issue to a lower-level authority first. This might involve having a discussion with the employee who is responsible for the issue, or having someone else take on the responsibility.
- Chain Escalation: This type of escalation involves escalating the issue in a sequence, starting with the lowest-level authority and gradually escalating it to higher levels as needed.
Example of steps of Escalation procedure
An escalation procedure consists of five key steps. First, the problem or issue must be identified, which involves gathering information and understanding the background and history of the problem. Next, responsibility must be assigned, which involves determining who is responsible for resolving the problem and assigning tasks and deadlines. After that, the progress of the problem resolution must be monitored to ensure it is on track. If the problem is not resolved within the assigned time frame, the issue must be escalated to the next level of authority for further action. Finally, after the problem is resolved, it is important to review the process and procedures used, and make any necessary revisions.
- Step 1: Identify the problem or issue. This includes gathering information about the problem or issue, including the background and history of the problem, the stakeholders involved, and any potential solutions.
- Step 2: Assign responsibility. This involves determining who is responsible for resolving the problem or issue, and assigning tasks and deadlines to ensure it is resolved in a timely manner.
- Step 3: Monitor progress. This involves regularly monitoring the progress of the problem resolution to ensure it is on track and that any changes are noted and addressed.
- Step 4: Escalate the issue. If the problem or issue is not resolved within the assigned time frame, it should be escalated to the next level of authority for further action.
- Step 5: Review and revise. Once the problem or issue has been resolved, it is important to review the process and procedures that were used, and to make any necessary revisions to ensure similar problems are handled effectively in the future.
Advantages of Escalation procedure
The advantages of an escalation procedure are numerous, including:
- Improved communication and collaboration. An escalation procedure ensures that all stakeholders are kept informed of the progress of the problem resolution, and that any changes or updates are communicated in a timely manner.
- Reduced time to resolution. By assigning tasks and deadlines, and monitoring progress, an escalation procedure helps to ensure that the problem or issue is resolved quickly and efficiently.
- Improved problem-solving. By reviewing and revising the process afterwards, an escalation procedure helps to ensure that similar problems are handled effectively and efficiently in the future.
Limitations of Escalation procedure
Escalation procedures are not without their limitations. For example, some issues may be too complex or require more specialized knowledge or resources than the current level of personnel can provide. Additionally, escalating an issue too early can result in unnecessary delays or lead to a lack of accountability. Finally, escalation procedures can be costly, as they require additional resources and personnel to effectively manage.
The escalation procedure is not the only approach to resolving a problem or issue. Other approaches include:
- Root cause analysis. This involves identifying the underlying cause of the problem, and addressing it directly.
- Team problem solving. This involves getting a team together to brainstorm and discuss potential solutions to the problem, and then coming up with a plan of action.
- De-escalation. This involves finding ways to reduce the intensity of the problem or issue, such as by using techniques like communication, negotiation, and mediation.
In summary, there are a variety of approaches to resolving a problem or issue, including escalation procedure, root cause analysis, team problem solving, and de-escalation. Each of these approaches has its own advantages and disadvantages, and it is important to choose the one that is best suited to the specific situation.
| Escalation procedure — recommended articles |
| Types of problems — Successful project manager — Solutions to problems — Time and money — Management of complexity — Project change management — Risk response strategies — Matrix of responsibility — Construction project |
References
- Whitehead, J., Patterson, S., Webber, D., Francis, S., & Zhou, Y. (2001). Easy-to-implement Bayesian methods for dose-escalation studies in healthy volunteers. Biostatistics, 2(1), 47-61.
