This document summarizes Tom Walsham's lessons learned from scaling an agency from 15 to 60 employees. Some key points: 1) As the agency grew, it faced challenges around predictability, quality, productivity and other areas that process was meant to address. 2) Early on, the agency did not have formal processes around areas like estimation, quality assurance, toolchain standardization. This led to problems. 3) As the agency developed processes, it focused on aspects like implementing QA systems, formalizing discovery documents, standardizing tools, and improving resourcing and resource planning. 4) Walsham emphasizes that process needs to evolve as the business grows and that measuring metrics is key to continuous