Definition
Escalation is the transfer of a problem, dispute or Decision to a higher or more appropriate level when resolution exceeds the current level’s Authority or capability.
Human Explanation
A matter is passed to people who have the required mandate, expertise or resources to resolve it.
Why it Matters
Timely Escalation prevents delay, uncontrolled Risk and unresolved issues from becoming more serious.
Conceptual Boundary
Escalation is not failure and does not always mean moving upward in hierarchy. It means moving the matter to the right Decision level.
Practical Perspective
Criteria, destination, required evidence, owner and response time should be defined before an Escalation is needed.