Diagnose an Escalation Backlog

Enterprise escalation backlog is 83 cases, with pressure to add senior engineers or tighten criteria. Backlog diagnosis: stock, inflow, outflow, reinforcing loop, and leverage stack. The common shortcut is to argue staffing versus criteria as if they are mutually exclusive. That misses the system: staffing changes the outflow, criteria changes the inflow, and capability building changes the future inflow by reducing avoidable escalations. Before Backlog at 83 -> more pressure -> senior focus fragments -> slower resolution -> customers escalate harder. After Protected resolver focus plus escalation template plus frontline pattern reviews -> faster outflow and lower avoidable inflow. Step…

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