Escalation Process

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Tips & Rules: What is Escalation Process

Escalation Process ensures that the organization is aligned with same priorities.

To build a correct and robust Escalation Process, you must:

1) Fix KPI to be tracked
2) Define KPI check frequency
3) Fix KPI Target
4) Define who will be responsible for checking
5) Every time that KPI is over the Target, team must identify containment action and analysis plan to get to final countermeasure
6) Fix limit that in a case of deviation, each organization’s level must be advised until top management.
7) Track escalations
8) Review in weekly bases Countermeasure plan
9) In case of reoccurrence push for deep root-cause analysis and go in Gemba to verify situation and status

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