Escalation Process in Project Management

P

p_tww

#1
Hi Everybody

as the abovementioned, could you please kindly give your comments or documents ?

thanks
 
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Marc

Hunkered Down for the Duration with a Mask on...
Staff member
Admin
#2
Are you asing what to do when a project is behind such as when a roadblock stops progress?
 
P

p_tww

#3
Hi Marc

yes, when problem on quality,timing,cost were happened during a new product/process development , what should be done to prevent customer impact?
 

Marc

Hunkered Down for the Duration with a Mask on...
Staff member
Admin
#4
The road block / problem has to be identified and an appropriate response mapped out. Typically this is a team function and the response depends upon the specific road block / problem. Then it is a responsibility and authority issue as to who has to do what. Obviously if the customer is impacted they should be involved or at least informed of the problem. As the project manager on quite a few projects over the years, it was up to me to determine aspects such as responsibilities and authorities, to assemble and communicate with the appropriate project members and senior management. Who communicated with the customer was typically dependent upon the problem and/or the project. Most companies have their own "standard" product development process which encompasses their systems.

As to how to prevent customer impact, it depends upon the specifics of the project and the problem. There is no single answer I could give other than to ensure you have good lines of communication with your customer and to keep them aware of any potential impacts upon them.

I used to use Microsoft Project to track projects, but there is other project management software which is just as good. I highly recommend using some type of project management software to track projects and to keep things organized.
 
P

p_tww

#5
Hi Marc

many thanks for your kind suggestions.

if a process need be established, whether the company should identify when escalation process could be initiated, that means in which situation which levle of management should be involved and customer should be notified and maybe process audit needed? or maybe third party design function could be involved?
 

Marc

Hunkered Down for the Duration with a Mask on...
Staff member
Admin
#6
The design of a design & development system depends upon the company, its products and processes.

Aspects such as what situations require which level of management to be involved (as one example of what you are asking) it will depend upon the system AND the specific problem. As to involving a third party, I have played that role. Some companies will call in a third party to help with a problem that they are having problems resolving.

There is no simple answer to your question because you have not given enough specific information (such as describing a specific scenario).
 
P

p_tww

#7
many thanks

scenario could be as , one auto windshield supplier is developing a new glass for VW, customer requried OTS sample in Week 25, and in week 20, they met a big problem on tooling developing which will result to delivery problem iin week 25. how about escalation process will be triggered?
 

Marc

Hunkered Down for the Duration with a Mask on...
Staff member
Admin
#8
The trigger is being behind in week 20. The question now becomes what has caused the tooling problem and how fast, or whether, it can be resolved. I have seen projects which could not proceed for one reason or another. Usually it is a new process or material that does not perform as expected. The customer was informed, and in several instances came to the potential supplier to discuss. I have seen this in tooling for metal forming, for example, where a die would not perform as anticipated (especially deep draw where the company tried to use too few progressive dies).

From your example it sounds like you should be discussing the issues with your customer and reassessing the project.
 

harry

Super Moderator
#10
Hi Marc

yes, when problem on quality,timing,cost were happened during a new product/process development , what should be done to prevent customer impact?
In construction project management and contracts, there is a clause that requires action "as soon as it becomes apparent that the project is delayed beyond ............". You judge this by tracking the actual versus scheduled progress (by time or monetary terms) and you act as soon as the trend shows that you are not able to achieve the planned results using the same resources or working hour.
 
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