Escalation Rules

2 min.

Summary

Escalations are nothing bad in the project or program. They are the demand for spontaneously necessary or not yet taken decisions in a defined way – provided that a regulated governance is established.

Rules

The facts of the case should always be described and agreed upon by both parties (customer and contractor).

Contents of the escalation

  • Precise description of the facts so that they can be understood directly by third parties.
  • In what area and at what time did the facts arise?
  • Who put the facts on the agenda in which reporting medium (e.g. weekly status report)?
  • What has been done to avoid the original risk or problem, to solve it when it occurs or to mitigate it?
  • Who was involved in the solution search?
  • How time-critical is the situation or by when is a solution needed?
  • Identification of the degree of risk and evaluation of the impact.
  • Which activities are proposed for the solution?
  • Description of the solution approach with estimation of the timeline, the resources and the name of the person responsible for the solution.

Communication

  • Escalation always via e-mail. Mails that do not contain all of the above should be returned.
  • Clear mention of the word “ESCALATION” in the subject line as well as in the mail itself.

Further information on the communication rules can also be found here.

Escalation steps

  • All possible measures should be taken to resolve an escalation issue at the lowest level. Before starting an escalation process, the consequences should be clearly articulated.
  • At each stage, an attempt should be made between both parties to find a solution. If this is not possible, the escalation issue should be passed on to the next escalation stage after prior agreement and taking into account the number of escalation days. (Escalation days = length of stay in working days at an escalation level)
  • The project manager is responsible for solving the problem and remains so at every escalation stage.
Escalation Pyramid

Published by

Marc Widmann

My name is Marc Widmann, husband, father of two sons, enthusiastic amateur photographer and lives in Hattersheim near Frankfurt. In my daily work I manage projects and programs in the field of information technology. I coach project managers and audit projects. I have many years of experience in consulting and IT outsourcing with project portfolio management tasks. I particularly enjoy working with international teams at Tata Consultancy Services. I volunteer my time at the Gesellschaft für Projektmanagement (GPM-IPMA) as an assessor in project management personal certification. I myself am also certified as IPMA Level A Certified Project Director (GPM) and IPMA Level B Certified Senior Project Manager (GPM). More about me.

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