Process Mass Customization in a Global Software Firm

International software firms face particular software process challenges in terms of competing interests and process variations across organizational units and geographical sites. To address this, Ericsson developers applied a general industrial approach to mass customization that focused on four key tactics: adaptive, cosmetic, transparent, and collaborative mass customization. On the basis of this experience, they discovered the strengths, weaknesses, and best deployment conditions for each tactic, and learned several lessons along the way.