This paper presents the approach and results of an improvement project carried on a company that provides business process outsourcing services based on customized software solutions. The key objectives considered were to increase the efficiency and effectiveness of the processes involved in developing customized solutions. Thus, the focus of this research was to identify problems in current processes and practices and to develop possible solutions to improve. The processes were mapped, the inefficiencies were identified and suggestions for improvements were presented and analysed.

It was concluded that the main problems with the project management and software development processes are related to the lack of visibility of the team load, lack of standardisation and inefficient management processes. These causes result in problems such as IT team being unable to plan work in advance and problems associated with quality that negatively influence the lead time of projects.

Therefore, suggestions for improvement were formulated and prioritised to address each of these aspects. A more agile approach to software development and the redesign of the processes for creating customised solutions were the solutions developed. There was also a need to develop changes in the existing project management software to adapt it to these changes.