Operations concept
What is Escalation?
In 30 seconds
Escalation is moving an issue to the right decision level by predefined rules when work misses its time target or risk rises. The aim is not to find someone to blame but to make the decision in time.
How does it work?
- Triggers are defined: missed time targets, high risk, recurring problems.
- For each trigger, who is involved, in which order and with which information is set.
- The escalation itself is tracked as work: who took over and what was decided.
Often confused with
Escalation and notification
A notification informs; escalation moves responsibility and decision authority up a level.
Common mistakes
- Reducing escalation to e-mail reminders.
- Tying rules to individuals so the rule disappears when the person changes.
From a QWorks perspective
In QWorks escalation rules are a platform capability; when risk rises, the right management level is brought in, on record.
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