Make your escalation easy to act on

The steps for responding to a line stop belong to your site's approved local procedure. Find it using the steps on the Plant Operations page. This page does not show live line status. Check the board at your line for that.

What this page covers is the message you send, because a clear message gets a faster answer. If you are unsure whom to contact, see People and Support.

Four things every escalation message includes

  1. 1

    Where

    Name the area and the station, such as 'Line 2 packaging, labeller station'.

  2. 2

    What you saw

    State the observed facts, such as 'labels misaligned on three cartons in a row', not a guess at the cause.

  3. 3

    Since when

    Give the time it began and say whether it is still happening.

  4. 4

    Who you told

    Use the route your local procedure approves, then record who you informed and when.

The same problem, written two ways

Hard to act on

  • 'Line 2 stopped again.'
  • No station, no time, no description of what happened.
  • The reader has to call back with questions before they can respond.

Easy to act on

  • 'Line 2 packaging, labeller station: labels misaligned on three cartons in a row since about 14:10. Line paused.'
  • 'Area lead informed at 14:15 through the approved route.'
  • The reader knows where to go, what to look for and who has already been told.