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Escalation process



Escalation process | 17 October, 2001

Can anyone share with me the best timing for the escalation process, let it be either equipment downtime or process downtime ? Our SMT line is really up to the throat. I used to hv an escalation process like, say if the printer down, the machine will first be attended by the machine's operator for about 30 minutes, if after the 30th minutes theproblem is still remain unsolves, technician must be informed. If after one hour still the problem cannot be resolved, Engineer willbe notified to attend to the machine. Engineer will attend to the problem for another hour before they can call the Mahine's Vendor. Do you guys think this timing is competitive ? What do you guys think ? Any better suggestion ?

Suggestions are welcome. Thanks.

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Escalation process | 17 October, 2001

This is a GREAT question!!!!

Our process is similar, but our times are greater. Guess it's all dependant on the pressure on the pipe, eh? The faster money goes flying out the window, the less time there is for nicities.

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Escalation process | 17 October, 2001

We have the same kind of escalation scale but with shorter times,if the operator cant fix it the technician is called,and this is where we differ slightly the technician will usually know if the problem is going to take some time fixing or wether a vendor needs to get involved.They engineers arent asked for there opinion there just informed of the problem and what the technician is doing about it

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Escalation process | 30 October, 2001

I spent the better part of 17 years in the middle of such situations. The best advice I can give you is to keep the repairs out of the operators hands as much as possible. This means at a machine down situation, once it is determined that the printer is down for anything but paste exchange, wiper paper re-loads etc. the technician is called. Using this method gets the tech on the machine in about 5-10 minutes AND prevents the operators from turning a possible quick fix into an extensive operator caused search and destroy mission. This assumes of course that your techs are head and shoulders above your operators in a technical sense.....something that is not such a given anymore.

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