The pyramid of communication through the escalation procedure
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Communication is one of the biggest challenges in a factory, no matter how well things go according to procedures, if messages do not arrive clearly, completely and on time, various problems can arise. In industry, every minute counts and this is where the communication pyramid comes to the rescue, a simple but essential concept. |
Here is a classic escalation procedure often found in production:
- the operator identifies the problem: lack of material, malfunction at the workstation or machine, non-conforming part
- immediately notifies the line superior: verbally, message or visually (sometimes with an Andon signal)
- the superior decides whether he can solve the problem according to the deadline established in the escalation procedure, if not, he escalates depending on the nature of the problem to personnel from:
- maintenance, quality, engineering, logistics who in turn have a deadline established for solving the situation and if the impact is major or the problem persists, it “goes higher” to:
- supervisor
- coordinator
- management (production, maintenance, quality) to decide on the allocation of additional resources, informing the customer or other critical measures.
This entire flow must be supported by clear communication, without hesitation and assumptions, with discipline and continuous feedback to be:
- clear and with enough details, so that misunderstandings do not arise
- firm, so that the message has an impact
- respectful, so that the team functions in the long term
Escalation does not mean “passing responsibility” but rapid and coordinated action so that:
- the situation is handled correctly by the specialists in question
- production is “unblocked” or continues with minimal risk
- the customer is not affected
Good communication is not a “plus” but a basic condition, and effective escalation eliminates panic and helps in the organized control of unforeseen situations.
