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Sometimes at Pentsley* Auto ( Pronounced Pens-LEE) we have to escalate in projects, in order to reach particular goals, determine proper outcomes and actions, and to achieve the best results in situations which are not standard.
At Pentsley Auto,an escalation can be initiated by anyone but typically it begins with the consultant or project manager and involves directing necessary intelligence towards the next supporting manager.
At Pentsley Auto, this might be the project sponsor, a manager or a senior executive. It is one of the most important accountabilities of a consultant or project manager, to pro-actively inform the decision making body about any issues , problems or unique situations which you're uncertain of handling.
Often times we might feel that escalating is a negative action or holds a negative connotation.
This is truly not the case!
In fact the earlier your decision making roles are made aware of issues or problems, the better they could overcome the situation before it gets worse. Inevitably, being proactive about your project and trying to ensure high customer satisfaction will lead to escalations.
At Pentsley Auto its ok to escalate.
In fact it's encouraged to escalate. Of course, escalating unnecessarily or at the wrong time should be avoided. But when in doubt err on the side of caution, talk to your PM, EM or manager if you have concerns and are unsure how to proceed.
This course will help you better understand escalations . Specifically:
HOW to best handle an escalation - WHAT goes into a correct escalation WHY its important - WHO you should escalate to and WHEN to escalate and when not to
One of the challenges with understanding escalations is that the decision making personnel are not on the front end of the situation, and they lack background information and may not really be aware of alternative ways for solving the problem without intelligence and contextual background. Therefore, the consultant or project manager's primary responsibility is responsibility is to know when to detect when to escalate an issue.
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