About this process

  • Department: Client Delivery
  • Responsible: Project Manager
  • Accountable: Accountable Manager
  • Consult: Line Manager & Accountable Manager
  • Inform: Line Manager, Client Relationship Manager & Operations Manager
  • Date created: 10/01/2020
  • Date last updated: 10/01/2020

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Step 1 

When you become aware of an issue/potential issue, you are immediately responsible for escalating to the relevant individual.

In the first instance, you must decide whether the issue is a learning & development issue or a deliverable/client issue.

If the former, continue to step 2a, if the latter, continue to Step 2b. 

Step 2a

If it’s a learning & development issue, it must be shared with the relevant Line Manager. This is the end of this process.

Step 2b

If a deliverable or client issue, it must be shared with the respective Project Manager. Continue to Step 3.

Step 3 

The Project Manager should explore options to resolve or reduce the severity of the issue and consult with the Accountable Manager.

Step 4

Depending on the severity the Accountable Manager may feel that it is necessary to inform the Client’s Consultant.

Step 5

Take the necessary steps to reduce or resolve the issue as soon as possible.


Topics: Project Management Processes