When creating Alerts, different users will want to be notified under a varying severity of circumstances. This article will guide you through the best practices for creating an Alert Escalation Process.
Before you define and create your Alert Escalation Process, it is important to understand the different types of Alerts and the parameters that determine when they trigger. Please review our article Creating Alerts for more information on the parameters involved. Once you have familiarized yourself with the types of Alerts, consider the types and parameters that will best fit your operational needs.
Identifying Escalation Recipients
Before creating any Alerts, you will first want to identify the relevant team members and the levels of escalation at which they will be notified. Amper recommends using the following levels of escalation:
- First Responder - Can respond quickly, repair routine issues, perform basic troubleshooting and escalate appropriately.
- Team Leader
- Technical Support
- Lead Operator
- Second Responder - Can make a decision based on opportunity cost (should we fix a part or just replace it? Should we move the job while the machine is down?), has moderate to in-depth machine troubleshooting abilities.
- Maintenance Technician
- Process Technician
- Setup Technician
- Other Technical Team Member
- Business Escalation - Has the authority to make substantial business decisions
- Plant Manager
- Operations Director
- Company Owner
Setting Up Alert Escalation
Once you have identified the relevant team members to be notified and the type of Alert, you must create Alerts with the appropriate parameters for each level of escalation. To illustrate this, lets look at an example:
A factory has a critical job coming up that will be produced on machine Haas #1 and they expect the machine to be running at all times in order to meet the scheduled ship date. To ensure the job is completed in a timely manner, an Alert Escalation Process is created for Haas #1. Alerts of the type Machine Down are created with the following recipients and parameters:
|Escalation Level||Recipient Role||Machine Down Threshold||Machine||Shift|
|First Responder||First Shift Supervisor||30 Minutes||Haas #1||First Shift|
|First Responder||Second Shift Supervisor||30 Minutes||Haas #1||Second Shift|
|Second Responder||First Shift Maintenance Technician||90 Minutes||Haas #1||First Shift|
|Second Responder||Second Shift Maintenance Technician||90 Minutes||Haas #1||Second Shift|
|Business Escalation||Plant Manager||360 Minutes||Haas #1||First Shift and Second Shift|
Note the increasing duration for the Machine Down Threshold as the Escalation Level increases. The Supervisors with close proximity and basic machine troubleshooting skills will be the first notified after 30 minutes of downtime. If the downtime is not resolved within 90 minutes, the next level of Escalation is reached and the Maintenance Technician is notified. Finally, if the machine is still down after 360 minutes, the Plant Manager is notified.
Another parameter to note is the Shift. Since Supervisors and Technicians only work single shifts, Alerts will have to be created for each shift to ensure that the machine is being monitored during all business hours. The Plant Manager does not have a Second Shift counterpart, so their alert will be for both shifts.