Escalation Process and ISO 9001: 2015

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Question

I have created a project and problem escalation pyramid to help associates understand when and who is involved when a project or process issue needs escalation. I would like to know what clause in ISO:9001-2015 this would fall into?

Answer

Thank you for your question.

It sounds like you have created an escalation process for when outcomes don’t meet requirements.  In this case it sounds like ISO 9001 Clause 8.7 “Control of Nonconforming Outputs” would apply.   If the escalation process is specific to something like an engineering design process, then Clause 8.3.2 “Design and Development Planning” and/or Clause 8.3.4 “Design and Development Controls” could apply.

Also, in a general sense, if a process issue needs escalation, it’s part of the plan-do-check-act cycle described under Clause 4.4 “Quality Management System and its Processes”.

I hope you were able to find these references useful.

Denis Devos

A Fellow of the American Society for Quality
Devos Associates Inc.
(519) 476-8951
www.DevosAssociates.com

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