I work with a company which provides IT related services to customers all over the world.
We have an operations call with our senior management, once a day, to give updates on the tasks completed during the day or ask any queries about the deliveries for any project. During the call, I observed that one of the teams always ended their update with ” No major escalation during the day”. I often wondered how it was that a team notorious for plenty of escalations end the status update in such a way. Their confidence was worthy of a dog who knows his master is not looking and he can defecate where ever he wants.
I finally gathered enough courage to ask one the question which had kept bugging me for a ling time.
For the purpose of this story let us say the name of the person is John. Here is how the conversation went :
Me: Hey, may I ask you a question ?
John : Sure man, whatsup ?
Me : How is it that you guys say you have no major escalation ? I know you have some escalations .
John : Well, after a major escalation, the Manager gives a call to the management and gives a situation report. So technically, there is no major escalation. Also, Most of the time the escalations are minor, no need for the management to know that.
Me : So basically you say “No Major escalation” even though there is one ?
John : Yup.
I did not dare to ask anything further. I did not want an escalation that the management might needed to know , did I ?