Problem Escalation step by step

The Problem Escalation (PE) module enables a rapid response to a production stoppage through an immediate notification and an escalation system.

Before you start to create a PE document, you need to:

1. Create a list of Problem / Reject Types

2. Create escalation templates

Note: These steps are done only at the beginning of the Problem Escalation usage. System admins usually create the templates and Problem Types.

Once the Problem/Reject Types and Escalation Templates are ready, you can create a new PE document.

3. Create a new Problem Escalation

Ad1) Create a list of Problem / Reject Types (equipment problem, material shortage, quality issue etc.):

• Go to the Problem Escalation menu and the Problem / Reject Type submenu

• Click on the Add icon to create a new type

​

Ad2) Create escalation templates:

• Go to the Problem Escalation menu and the Escalation Templates submenu
• Click on the Add icon to create a new template
• Location - select the particular org. unit from your structure, for which this template should be used (each site or org. unit may have a different process)
• Enter a Title
• Select Problem Type, which this template should be used for (a material shortage may have a different process than a quality issue)
• Set up particular Escalation process levels (who is responsible for solving the PE at what level and after what time the system should escalate the issue, if not solved)​​
• Select the information channels (email, SMS)

​

Ad3) Create a new PE:

• Click on the Problem Escalation menu and go to the relevant organization unit of your structure
• Click on the Add icon to create a new PE
• Check the Location and select the correct Problem Type
• TheTitle and the Escalation Process will be predefined according to your escalation template
• Describe the problem                            
• Save and Close - the time countdown begins
• Once a new PE has been saved, an email notification (SMS) is sent to the first level contacts of your escalation problem

• If the PE is not closed during the time specified for the first level contacts, an escalation email is automatically sent to the second level contacts
• Click on the Close button once the issue has been solved

​

Tips:

• Click on the Tick icon next to your name to make it green. Your colleagues can see, that you are working on solving the issue
• Use the Comments field to keep your colleagues informed about the progress

Video Guide: