Incident Escalation Control Specification - QP8.1.3-2021

Incident Escalation Control Specification\nDocument Number: QP8.1.3-2021\nVersion: 0\n\nPurpose:\nTo define and clarify the requirements and execution procedures for incident escalation in the company's product process design, development, incoming inspection, production, and after-sales.\n\nScope:\nApplicable to the handling of incident escalation throughout the entire process of design, development, incoming inspection, production, and after-sales in our company.\n\nWhen the following situations occur during project execution, the project leader should promptly escalate the management level:\n\n1. Design and development incidents:\n- Failure to comply with the predetermined project development timeline\n- Failure to implement decisive measures\n- Lack of assurance in quality capability and performance\n- Lack of progress or failure to comply with commitments\n- Inability to resolve deviations in the project process at the current level of responsibility\n- Major engineering changes\n- Development of non-conforming products\n- Other significant issues affecting quality\n\n2. Non-conforming incidents in the incoming inspection process.\n3. Non-conforming incidents in the production process.\n4. Non-conforming incidents in the warehousing process.\n5. Non-conforming incidents in the after-sales process.\n\nDefinition:\nIncident escalation refers to situations that occur more than twice beyond the requirements specified in company documents during the execution process, which require escalated handling. It is categorized into levels 0, 1, 2, and 3 based on the severity of the incident, with level 0 being the normal requirement according to the document and level 3 being the most severe.\n\n- Level 1: Special quality meetings, project leader invites key department leaders to participate.\n- Level 2: General manager or chief engineer's involvement, especially if level 1 does not achieve the desired effect.\n- Level 3: Customer support involvement, if the above levels fail to achieve the objectives, invite customers to the site for in-depth guidance and hold high-level meetings between both parties.\n\nResponsibilities:\n4.1 Quality Department: Responsible for formulating the requirements and execution procedures for incident escalation control in product incoming inspection, production, and after-sales.\n4.2 Technical Department: Responsible for defining the requirements and execution procedures for incident escalation in the product process design and development.\n4.3 Other departments: Responsible for assisting in the execution of incident escalation procedures and problem resolution.\n\nWork Content:\n5.1 Design and development incident escalation requirements and procedures\n\nNo. Main Responsible Department and Level Status Incident Escalation Reason/Content Possible Outputs\n1 Technical Department Failure to comply with the predetermined project development timeline, failure to implement decisive measures, lack of assurance in quality capability and performance, lack of progress or failure to comply with commitments, inability to resolve deviations in the project process at the current level of responsibility, major engineering changes Project department mobilizes relevant personnel to handle, adjust work measures based on the severity of the incident. Preliminary cause analysis and measures report.