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Escalation Management

The document describes the escalation management process used by Workplace Services. The process is used when an incident cannot be resolved through the normal incident management process. It involves notifying higher levels of management to obtain resolution. There are three levels of escalation - to team leaders, service leaders, and the senior leadership team. The process diagram shows the steps involved, including identifying issues for escalation, notifying participants, discussion, and escalating to the next level if needed. It also provides response time targets for different criticality levels.

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167 views9 pages

Escalation Management

The document describes the escalation management process used by Workplace Services. The process is used when an incident cannot be resolved through the normal incident management process. It involves notifying higher levels of management to obtain resolution. There are three levels of escalation - to team leaders, service leaders, and the senior leadership team. The process diagram shows the steps involved, including identifying issues for escalation, notifying participants, discussion, and escalating to the next level if needed. It also provides response time targets for different criticality levels.

Uploaded by

jrta_filinvest
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPSX, PDF, TXT or read online on Scribd
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Escalation

Management
Workplace Services
The process of increasing
the stated urgency or
priority of an incident if it
cannot be resolved in the
incident management
process
Workplace Services

To raise an issue, action or
concern to a higher level of
management for resolution,
particularly when resolution
cannot be attained at the
operational level

Workplace Services
Start
Identify item
for escalation
Notify participant
in the escalation
process
Joint escalation
discussion
Action
items are
sufficient
Resolution
and
closure
Escalate to next
higher level
Yes
No
Workplace Services
1
st
Level TLs
2
nd
Level SLs
3rd Level SSLT
Operations/ Incident
Mngt Level DTL &
Functions
t0
t1 t2 t3
Workplace Services
Where tn = SLA between the customer and WPS

High Critical - Situations requiring immediate action to return a facility to
normal operations, or correcting a safety hazard that threatens life or
serious injury to public and/or employees.


Medium Critical- Situations requiring appropriate attention to prevent
deterioration, downtime, associated damage or higher costs if deferred
further or does not meet current Codes/Standard.


Low Critical - Situations representing a practical improvement to
existing conditions. These items are not required for the most
basic functions of a facility, but will improve the overall usability,
accessibility, and/or reduce long term maintenance.
Workplace Services
1
st
Level Team leaders
Within 30
mins
Within 24
hours
Within 5
business days
2nd Level
Service
leaders
(for input) (for input) (for input)
3
rd
Level SSLT (for input) (for input) (for input)
HIGH CRITICAL
Safety/
Restoration
MEDIUM CRITICAL
Downtime/
damage
Prevention
LOW CRITICAL
Process
Improvement
t1
t2
t3
Workplace Services
ESCALATED TO
DATE
ESCALATED
TIME
ESCALATED
ACTION
ITEM
ELAPSED
TIME SLA
RESOLUTION
RATE ESCALATED TO
DATE
ESCALATED
TIME
ESCALATED
ACTION
ITEM
ELAPSED
TIME SLA
RESOLUTION
RATE
SECOND LEVEL ESCALATION THIRD LEVEL ESCALATION
Workplace Services
ESCALATED TO
DATE
ESCALATED
TIME
ESCALATED
ACTION
ITEM
ELAPSED
TIME SLA
RESOLUTION
RATE
FIRST LEVEL ESCALATION
DESCRIPTION ISSUE NO.
CRITICALITY

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