Initial situation:
- A Tier-1 supplier was in TOP-Q Level 2 escalation due to quality and production issues with a complex hydraulic assembly.
- Component involved a 150+ part BOM with unresolved complaints and audit nonconformities (e.g. SFN, VDA 6.3).
- Internal resources were insufficient to ensure validated reporting, structured communication, and escalation control.
- Risk of full escalation to Level 3, including mandatory OEM crisis meeting.
Our approach:
- Acted as on-site PMO lead, managing full de-escalation operations across quality and supply chain.
- Developed and validated daily and weekly reports with clear KPIs for escalation tracking.
- Aligned all workstreams – production, logistics, quality – into a single communication framework.
- Ensured consistent preparation for escalation meetings and supported all stakeholder communication.
- Drove issue resolution transparency and ensured fast decision-making through clean data flow.
Results:
- Level 3 escalation fully prevented – no crisis meeting required.
- 100% increase in reporting quality and transparency across all functions.
- Restored stakeholder confidence through structured reporting and issue ownership.
- Recognized by both Tier-1 leadership and OEM escalation management for outstanding turnaround.
Conclusion:
Escalation stopped. Supply stabilized. Trust restored.
