This dissertation focuses on the Thai telecommunications industry, which still is one of the fastest-evolving and most competitive markets and also one of the fastest-growing technology areas, as a case study. Looking at the current situation of software development in this industry, we use the findings of interviews with in-house and outsourcing software development teams working for two of the largest broadband Internet Service Providers (ISPs) in Bangkok, Thailand (named ISP1 and ISP2)

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... March and April 2009. The findings reveal that many of the typical problems (e.g., a lack of good user participation, a lack of teamwork, a lack of training support, a lack of management commitment, a lack of project management competence, a lack of knowledge transfer, and so forth) are still arising throughout the software development lifecycle. These problems result in a significant level of unsatisfactory quality results. This software development situation emphasizes that there is a need for more efficient and effective software development processes and a supporting knowledge transfer process. This dissertation consequently aims at providing a methodologically sound approach that leads to a practically feasible solution resulting in improved software development performance. Focusing on project management and software development processes, agile methods (e.g., Adaptive Software Development, eXtreme Programming, and Scrum) are widely used in many business environments, as they provide an effective software development process to tackle many of the typical problems. Nevertheless, they offer limited support for project management (e.g., for outsourcing and high quality assurance) which is the backbone for cost-efficient software development. Furthermore, they generally deal with "how", but not much with "what" software development processes should be implemented. Concentrating on only "how" cannot guarantee that software quality will be delivered. Therefore, this dissertation proposes a software process maintenance fra [...]