Escalation Matrix

Format No.: F-MR-4.4.1-01

Rev No.: 00
Rev Date: 25-05-2021

Escalation Level 1 Escalation Level 2 Escalation Level 3

Sr. Business
Criteria Responsible Person Who To Whom When What How To Whom When What How To Whom When What How
No. Process

Input Not Received , Input not Received , 1. Meeting with JMD Discuss
Customer Drawing / Input not received in Information of required details Meeting with MKT Head Required Document list.
1 MKT Account Holder Project Head MKT Account Holder Follow-up By Call /E-mail MKT Head Delay in Preparation of Required Document list. JMD Delay in design release, causes
CSR / STD not received time and deadline Discuss causes Deadline
part Drawing & design Project deadline exceed 2. Jointly discussed with Customer.

Approval not received on Submission Date of 1. Meeting with JMD Discuss

Information of required details Submission Date of Meeting with MKT Head Delay in project
2 Drawing Approval MKT Account Holder Project Head MKT Account Holder Not received on time Follow-up By Call /E-mail MKT Head time, and causes delay JMD approval drawing & causes
and deadline approval drawing Discuss causes deadline.
in project timeline. Follow-up Mail 2. Jointly discussed with Customer.

Raw material not

RM Procurement Plan, 1. Meeting with JMD & Owner
available at approved
Information of required details Raw material receipt With RM Details & RM Meeting with JMD Discuss RM viability status in Discuss causes
3 RM For Component RM Purchase Project Head RM Purchase Head Exceeded time line Follow-up By Call /E-mail JMD Owner sources, Excess cost
and deadline delay as per timeline Procurement Plan causes market, Special Approvals 2. Also inform to customer about
required for material
(if any) deviation
purchase
Raw material not
RM Procurement Plan, 1. Meeting with JMD & Owner
RAW Material available at approved
Possibility to Exceed Information of required details Meeting with JMD Discuss RM availability status in Discuss causes
4 Tooling Raw Material RM Purchase Project Head RM Purchase Head Follow-up By Call /E-mail JMD Exceeded time line Requirement , Deadline Owner sources, Excess cost
time line and deadline causes market, Special Approvals 2. Also inform to customer about
& Reason For Delay required for material
(if any) deviation
purchase

1. Meeting with JMD & Owner

Possibility to Exceed
Information of required details Tooling manufacturing Micro plan of tooling Meeting with JMD Discuss Micro plan of tooling Discuss causes
5 Die Manufacturing Tool Room Head Project Head Tool Room Head Exceeded time line Follow-up By Call /E-mail JMD Owner Project deadline,
and deadline delay as per timeline manufacturing for details causes manufacturing & 2. Also inform to customer about
Special Approval
deviation

Possibility to Exceed 1. Meeting with JMD & Owner

Tooling & RM availability,
Production Planning Trial Plan Not as per Information of required details Trial plan delay as per Tooling & RM Meeting with JMD Discuss Project deadline, Discuss causes
Sample Trial Production Planning Head Project Head Follow-up By Call /E-mail JMD Owner Production plan, Special
Head Time line and deadline timeline availability, Trial plan causes changes in existing 2. Also inform to customer about
Approval
NPD production plans deviation

1. Meeting with JMD & Owner

HT & Testing
Activity not as per Information of required details Activity delay as per Meeting with JMD Discuss Activity delay to Exceed Deadline & Reason For Discuss causes
Heat Treatment / Testing Head Ht & Lab Project Head Head Ht & Lab Follow-up By Call /E-mail JMD Requirement , Deadline Owner
timeline and deadline timeline causes Project deadline Delay, Special Approval 2. Also inform to customer about
& Reason For Delay
deviation

1. Meeting with JMD & Owner

Post forging Project deadline may
Post Forging / Surface Activity not as per Information of required details Activity delay as per Meeting with JMD Discuss Deadline & Reason For Discuss causes
Treatment Post Forging Head Project Head Post Forging Head Follow-up By Call /E-mail JMD Requirement , Deadline Owner exceed due to delay in
timeline and deadline timeline causes Delay, Special Approval 2. Also inform to customer about
& Reason For Delay timeline.
deviation

1. Meeting with JMD & Owner

Project deadline
Sample Submission with Activity not as per Information of required details Meeting with JMD Discuss 2nd level escalation is Sample Submission plan, Discuss causes
QA Head Project Head QA Head Follow-up By Call /E-mail JMD exceeds due to delay in Sample Submission plan Owner
Respective Document timeline and deadline causes not followed Special Approval 2. Also inform to customer about
activity
deviation

1. Meeting with JMD & Owner

Feedback not received
Activity not as per Information of required details APQP Timeline plan. Meeting with JMD Discuss 2nd level escalation is APQP Timeline plan. Discuss causes
Customer feedback MKT Account Holder Project Head QA Head Follow-up By Call /E-mail JMD in time even after follow Owner
timeline and deadline Follow up mails causes not followed Follow up mails 2. Also inform to customer about
up.
deviation

1. Meeting with JMD & Owner

PPAP Batch Production & PPC / PRODUCTION / Activity not as per Information of required details 1st level escalation is Meeting with JMD Discuss 3rd level escalation is APQP Timeline plan Discuss causes
Project Head PPC / PROD/ QA Follow-up By Call /E-mail JMD APQP Timeline plan Owner
PPAP Document QA timeline and deadline not followed. causes not followed Special Approval 2. Also inform to customer about
deviation

Feedback not received

Submission Date of Meeting with MKT Head
6 PSW MKT Account Holder Project Head MKT Account Holder Not received Submission Date of PPAP Follow-up By Call /E-mail MKT Head in time even after follow
PPAP Discuss causes
up.

Contact Details
Sr.
Name Email Designation Contact no Name Email Designation Contact no Name Email Designation Contact no
No

Prepared By:- Approved By:-