An outline of CM3: emergency problem management

Despite its importance, the process for emergency corrective maintenance has received very little attention. Today, we do not have any standard process models for handling emergency situations. The only models that have been defined can be found within the industry. In this paper, we outline an emergency corrective maintenance process model and evaluate its applicability to manage the new technology systems, the Web service systems. Our model has been elicited at Scandinavian airline systems (SAS). It provides a basis for developing a more detailed model of emergency corrective maintenance process - CM³: emergency problem management.