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FrameworkOperational Excellence7 min
The Escalation Ownership Model
A practical operating framework for preventing high-risk cases from disappearing between functions.
Published July 2026
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1. Entry criteria
Define exactly what qualifies as an escalation. A vague threshold floods the system; an overly narrow threshold hides exposure.
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2. Accountable ownership
Every escalation has one driver. Contributors may be many, but accountability cannot be distributed.
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3. Decision rights
Name who can approve remediation, customer communication, exceptions, and financial decisions before the case reaches crisis.
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4. Review cadence
Use a recurring forum built around aging, blockers, decisions, and next actions—not status narration.
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5. Closure evidence
A case is not closed because activity stopped. Closure requires a resolved customer outcome, documented controls, and confirmed downstream action.
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