Case Studies Digital Transformation, Telecommunications

Optimizing a customer-focused service delivery pipeline by implementing a scaled agile framework

Holistic analysis and improvement of a software development process

Initial situation and problem

  • At our client in the telecommunications sector, over 100 employees work in distributed internal and external development teams
  • The software development and service delivery process is complex and intransparent, making it difficult to work seamlessly along the customer journey
  • Business requests with high process-related effort and little added value for the end customer block smaller, highly important business requests

mm1 approach and solution

  • Analysis of the challenges in the requirements and development process
  • Analysis of value streams, development of agile release trains, as well as the introduction and moderation of agile roles, processes and events
  • Facilitation of workshops for the conception of a product vision board
  • Coaching and training in agile methods according to Scrum, Kanban and SAFe as well as training in the use of agile tooling (e.g. Jira, Confluence)


  • Improved customer experience through the provision of innovative and rapidly available services
  • Increased employee satisfaction through lean, transparent processes based on iterative confidence votes 
  • Improved software quality and ensure IT security by applying a continuous agile Plan-Do-Check-Adjust (PDCA) process and implementating an agile toolchain

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