REFERENCE PROCESS FOR PROBLEM MANAGEMENT MATURITY ASSESSMENT IN THE TELECOMMUNICATION SECTOR

Previous empirical research suggests that maturity of maintenance processes in the utility sector is generally high. The research presented in this paper considers this information as a starting point to deepen the analysis in maintenance engineering. The paper specifically focuses on the telecommunication sector, providing an analysis of problem management process and maintenance engineering practices therein. The outcome of the research is a method for maturity assessment of the problem management process. The method is based on a reference process comprising different practices. The method has been implemented in a questionnaire to be delivered through surveys in future researches of the Observatory on Technologies and Services for Maintenance of the School of Management of Politecnico di Milano (www.tesem.net).