MRO-Transition

Escalation and Problem Solving

Food Service managers are typically experienced at dealing with and investigating issues. Instructing on the required outcomes before allowing them to conduct their own checks should be avoided. 

Before escalating an issue to senior management you must first; 

1. Understand the issue - allowing for the potential emotion, potential anger, potential wellbeing impact and subjective views of the aggrieved party
   
2. Identify the facts - allow the Food Service supplier to fully investigate
   
3. Review - assess the Food Service suppliers report or outcomes
   
4. Communication - ensure the aggrieved party and client are informed (where an issue is significant or has been escalated) of the outcomes and remediation.
   
5. Remediation - ensure the agreed actions are taken
   
6. Cost - ensure the processing of refunds or adjusted recharges is fully completed
   
   Remember to follow the basic principles and process to remediate an issue………

Issue Resolution is a “Cyclic” process whereby you must Resolve/Follow up/Review/Change until there is complete satisfaction from ALL parties.

1. Key Points

1. Use Escalation Matrix templates to ensure proper process
2. Document ALL meetings
3. Check and Verify changes once implemented

Reference Templates:

Food Services Strategic Escalation RACI

Food Services Supplier Meeting Routines Matrix

Ver 1.0 (Jun 22)

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