Once the Escalator Company is closed
The escalation management action plan is reviewed and adjusted as required
A Hierarchical Passenger Elevator(as per Incident Management process) is initiated, if appropriate. Senior management and executives are alerted.
Escalation team works to resolve the problem. At each stage, records are updated and management contacts and team are informed of the progress and escalation plan reviewed and adjusted as required.
Once resolved to the Customer's satisfaction, the situation is monitored for an agreed period
The escalation team remains on standby and available in case the problem recurs during the monitoring period
Once the monitoring period is successfully completed, the escalation is closed by the escalation manager, after seeking agreement with the Customer
Once the Escalator Company is closed, a post escalation review is conducted and input provided to the Problem Management process. This can be done in conjunction with the Major Problem Review which is part of Problem Management.
