Office Green is testing the Plant Pals project before official launch, and you are the project manager responsible for the projects success. The team has already installed software to manage incoming orders and begun sending out test shipments to customers.

However, your team has encountered some problems along the way. One major issue is that you dont have enough drivers to deliver all of the orders on time. So far, the drivers have delivered only 80% of the plants successfully. Customer satisfaction has suffered, and some customers have already canceled their subscriptions. Your team needs to raise the on-time delivery rate to at least 90% to avoid sending the next batch out late. A delay could create even more issuessetting back the project timeline, risking product quality, and hurting revenue.

You have several ideas to improve future delivery rates, but you need to discuss them with senior stakeholders. In order to explain the problem and your recommendations, you write an escalation email to the Director of Operations, the HR Specialist, the Senior Vice President of Human Resources, and the Director of Product.

Step-By-Step Assignment Instructions

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Step 1: Access the template

To use the template for this course item, click the link below and select Use Template.

Link to template: Escalation Email

OR

If you dont have a Google account, you can download the template directly from the attachment below.

Activity Template_ Escalation Email

DOCX File

Step 2: Write a subject line

Give your email a subject line that lets your stakeholders know the message is important. Under Subject, write, [Action Required], followed by a concise description of the problem posed in the scenario.

Step 3: Write a greeting (keeping a friendly tone)

Start the email with a friendly greeting. You could thank your audience for their work so far or point out an aspect of the project thats going particularly well.

Note: Keep in mind that its important to address project issues graciously. Try to maintain a blameless tone from the subject line to the closing and always be respectful of your audiences time and efforts.

Step 4: State your connection to the project

Unless you know the recipients well and interact with them often, begin by introducing yourself. Clearly state your name, role, and relationship to the project. Keep your introduction brief and to the point. A single sentence should be enough.

Step 5: Explain the problem

Now it's time to explain the issue. Clearly state the problem you are trying to solve. Give your audience enough detail to understand the issue, but try to be as brief as possible.

Step 6: Explain the consequences of the issue

Once youve explained the problem, identify its consequences. Describe how the issue has affected the project or how it could impact the project later on. Be concise, but specific.

Step 7: Propose a course of action and make a request

When escalating a problem, it's a good idea to offer recommendations as well. Think through a few potential solutions and present them to your audience.

Then clearly state what you need from your recipients. You might request a meeting to discuss recommendations or ask them to take action on a proposed solution.

Step 8: Close the email (keeping a friendly tone)

Finally, thank your audience for their time and add a sign off. Don't forget to include your title and contact information in addition to your name.