🚨 SOP 20 — Supervisor Escalation SOP

SOP Name:         Supervisor Escalation SOP
Process Code:     ESCALATION_V1
Version:          V1
Owner:            Factory Supervisor
Applies To:       Factory Supervisor, All staff
Frequency:        Whenever a critical issue occurs
Last Updated:     2026-06-25
Review Frequency: Monthly

1. Purpose

Ensure critical issues are reported quickly.

2. Who Is Responsible

Factory Supervisor — escalates to management.
All staff — report critical issues to the supervisor at once.

3. When To Use This SOP

Immediately when any critical issue below occurs.

4. Visual Process Flow

flowchart TD
A[Critical issue occurs] --> B[Take immediate safe action]
B --> C[Capture photo/video]
C --> D[Send escalation message to Ram/Srinivasan]
D --> E[Record issue + action taken]
E --> F[Follow management instruction]

5. Escalate Immediately If

Machine breakdown        Customer complaint     Material shortage
High rejection           Dispatch delay         Quality doubt
Wet/contaminated soil    Wrong loading          Vehicle breakdown
Cement shortage          Safety incident
Labour shortage

Escalation Message Format

Issue:
Time:
Product/Batch:
Impact:
Photo/video:
Action already taken:
Support needed:

6. Do / Don't

✅ Do	❌ Don't
Take safe immediate action first	Wait and hope the problem clears
Send the full message format	Send a vague "problem here" message
Attach photo/video	Escalate without evidence

7. Checklist

[ ] Immediate safe action taken
[ ] Photo/video captured
[ ] Escalation message sent (full format)
[ ] Issue + action recorded
[ ] Management instruction followed

8. Records To Update

🔵 Issue/escalation log
🔵 Telegram escalation message to Ram/Srinivasan

9. Escalation Rule

This is the escalation SOP. Contact Ram and Srinivasan immediately for any listed issue; if unsure whether something qualifies, escalate anyway.

10. Common Mistakes

Sending a vague message with no detail or photo.
Delaying escalation to "try one more thing" first.
Not recording what action was already taken.

11. Improvement Suggestion

If you find a better way to do this process, add a comment below or submit an improvement request in the SOP Improvement Register.

Automation Readiness

Telegram command: /sos
n8n workflow:     wf_escalation_v1
Odoo object:      maintenance.request / helpdesk.ticket
Approval role:    Management (Ram/Srinivasan)
Supabase table:   escalations
Status:           Future automation