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Issue Escalation

Design issue escalation systems to allow timely resolutions and reduce downtime

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Issue Escalation

Overview

When mining companies provide issue escalation avenues for employees, they successfully facilitate the early detection of potential issues. The earlier frontline employees report concerns or difficulties they encounter during their daily tasks, the faster management can intervene before problems escalate, leaving a greater negative impact.

The two most common elements to trigger that escalation process are the severity of the miss, or the frequency of the miss. In the first instance, missing a plan by 30% clearly requires escalation. However, missing a plan by only 2-3% may also trigger the escalation process when that lesser miss becomes a recurring event.

A structured issue escalation process ensures that communication channels are clear and well-defined, allowing employees to contact and report issues promptly without fear of reprisals from upper management. This avoids delays in raising concerns and ensures that the right people are informed to take appropriate actions promptly, before the issue impacts mine performance negatively.

Key Client Challenges

How do we design an effective issue escalation process that incentivizes frontline employees to comfortably report issues without fear of reprisals?

What metrics should we use to measure the effectiveness of our issue escalation process and overall performance management efforts?

How can issue escalation be integrated with existing safety management systems to enhance safety performance?

How YCP Unison Can Help

An effective issue escalation mechanism is only sustainable by fostering a culture where problems are proactively reported and where employees feel comfortable raising issues through the right channels. Without leadership taking the first step and embracing the new systems and processes in place to build transparency and trust, long-term change is unlikely to happen.

Our YCP Unison experts work with your team to ensure that a culture of transparency and trust is built by implementing the systems and mine processes needed for effective issue escalation at every organization level – along with the behavior changes and routines necessary for long-lasting change.