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The Escalation Matrix
A runbook for when a stuck thing should leave the person currently holding it — the decision sheet that sits beside the Waiting Room. Four cases down the page, each with what is stuck, who has it now, the escalate-if trigger, who it escalates to, and by when. Write the trigger before you are angry enough to invent one. Escalate-to is a person or a named role, never "someone". The tinted panel counts how many cases still have no path out, because a trigger with nobody named is a private complaint, not an escalation.
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- Deciding in advance when waiting becomes a move, and who the move goes to.
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