Key Points

 RL-010 Ver 1.0 (Jan 24)

 This could include late deliveries, poor quality products or services, non-compliance with contractual terms, pricing disputes, or any other issue that affects the procurement process.

It is important to gather all relevant information about the problem, including dates, times, specific instances, and any supporting evidence such as emails, invoices, or photos. This documentation will be vital when escalating the issue. 

 Reach out to the supplier and inform them about the issue. Clearly communicate the problem, the impact it has on your organization, and the expected resolution. Give the supplier an opportunity to address and resolve the issue themselves.

If the supplier does not resolve the issue or fails to respond within a reasonable timeframe, escalate the matter to their account manager or designated contact person. This person usually acts as the primary point of contact between your organization and the supplier. 

 Present all the gathered documentation and details to the account manager, explaining the attempts made to resolve the issue directly with the supplier. Clearly articulate the desired outcome and request their intervention.

 Ask the Supplier to provide a plan of action to resolve the problem. This plan should include specific steps, timelines, and responsibilities. Discuss and agree upon a reasonable timeframe for resolution.

 Regularly follow up with the Supplier to track the progress of the resolution plan. Request updates, address any concerns, and provide any additional information or assistance required. Maintain open lines of communication throughout the process.

If the issue remains unresolved or the Supplier's representative is unresponsive, consider escalating the matter further within the Supplier's organization. This may involve reaching out to a higher-level manager or executive who can exert more influence and take appropriate action. 

If the issue cannot be resolved satisfactorily, consider exploring alternative options or Suppliers. This may involve conducting market research, issuing a new request for proposals, or engaging with other potential Suppliers who can meet your organization's needs. 

 Throughout the Supplier escalation process, it is crucial to maintain clear and accurate records of all communications, actions taken, and resolutions attempted. These records will serve as a reference in case of any future disputes or issues.

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Useful Links

1:

Identify the issue

Resource Library 

Resource Library

Escalation and Problem Solving 

Before applying ANY services or equipment on site it it "Imperative" that a RISK Assessment of the site has been completed and discussed with the Client and ideally the HSE Regional Director.

RISK ASSESSMENTS ARE A MUST TO ENSURE PROPER COVERAGE AND VALIDATION OF SERVICES

Important !!

2:

Document the issue

3:

Inform the Supplier

4:

Escalate to the Designated Contact

5:

Provide Documentation and details

6:

Request a Plan of Action

7:

Monitor progress and follow up

8: 

Escalate further if unresolved

9:

Seek or Consider Alternative options

10:

Maintain records

1. Ensure the Supplier agrees to all CBRE terms and conditions before contract execution
2. Program outcomes are clearly defined
3. Identify potential stakeholder misalignment
4. Identify and engage all the necessary Stakeholders to ensure clear communications and alignment 
5. Ensure all requisite insurance has been identified and applied
6. Ensure adequate SLAs and KPIs are included commensurate with the type of services to be performed
7. Apply fee-at-risk, if applicable
8. Include all Client flow-down components into the Agreement as well as SLA / KPI requirements

Introduction

How do we Escalate with our Supplier?

What is the Escalation Process?

When a situation progresses to require project escalation, the primary goal is to resolve the problem quickly before it threatens the success or continuation of the entire project. If handled properly, a thorough project escalation strategy ensures that any roadblocks in the project lifecycle are managed swiftly and appropriately.

When a situation progresses to require project escalation, the primary goal is to resolve the problem quickly before it threatens the success or continuation of the entire project. If handled properly, a thorough project escalation strategy ensures that any roadblocks in the project lifecycle are managed swiftly and appropriately.

The Escalation process is designed to bring awareness of Supplier or other associated issues to a higher level within an organisation (this can be both supplier and / or CBRE related), whereby appropriate action is or can be taken to bring about a Solution.  the basic process below outlines those steps than can be taken to implement remedies to successful conclusion.