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Although process technology has become widely adopted across the industry, software engineering remains a complex activity. Software firms must therefore ensure managers and engineers can easily tailor software processes to meet specific needs. However, while some level of process tailoring is always necessary, it may be a costly activity requiring considerable effort by both process developers and consumers. This problem needed to be addressed within Ericsson's increasingly global software operation. Ericsson has been committed to process technology for a couple of decades with a strong focus on ensuring software processes are actually used to support both quality and productivity. However, as Ericsson';s software projects typically involve managers and engineers from several locations around the world, it has become both difficult and costly to ensure appropriate software process tailoring. As a result, Ericsson looked at how other industries apply mass customization to effectively serve different needs of individual clients. We found that globally distributed software firms can benefit a lot from adapting different tactics from mass-customization theory to more effectively deploy its software processes to different contexts.