Escalate This!

Escalation is the method we use to ensure that if a problem is serious enough, it is dealt with by the correct person. It also restricts the number of people I can be in direct contact with (or take requests from). It's a weak system aimed at preserving PROCESS above all else, despite the fact that it often hampers PRODUCTIVITY and prevents a speedy and efficient resolution of issues.

Dedication to Process is a way of limiting thought to a bare minimum. While suitable for people who behave like they are school kids, and need rigid discipline, people with good logical/lateral thought are hampered and eventually permanently inhibited by an atmosphere of strict adherence to Process.

Organisations which are Process-based in this way often find that Process itself, and the Escalation path it necessitates, become less an aid to high productivity and more a device for establishing error/blame ownership: this naturally leads to an unhealthy focus on WHO caused the error rather than how the problem should be prevented in the future.

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June 29, 2004 | Filed Under General 

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