follow the sun support model presentation

It's a model that provides support for clients at all times of the day or night, every day. Modern day software development is spread more and more across national and international boundaries. Research concluded that nine aspects of management are important for improving hand-offs efficiency [16]: improving communication quality, ensure knowledge transfer between team members and production sites, management of hand-offs information, developing teams trust before and along the project, ensure compliance of deadlines, establishing time rules, providing proper technology and tools, delegating responsibility and coordination of task allocation. time zone difference and hand offs management), communication and culture. 0000002842 00000 n With so many architecture models out there for you to base your system designs on, what makes a follow the sun model stand out? 4KKq#VPd)M(*=X i d`rdadcNaVdnep!!!!|F_f0b 5 are applied in practice. Organize the data by cloud, region, compute instance, and more., Having this tool in your arsenal transforms project management and puts you in a better position to respond to security risks and downtime., Every piece of your infrastructure is laid out right in front of you, and you can easily filter diagrams based on the task at hand, removing unnecessary details, and even @mentioned specific users to direct them to the specific part of infrastructure that needs action to be taken. Employees hand off work at the end of each shift to the next site that is beginning a new shift several time zones to the west. Follow-the-sun support model is a very common paradigm for enterprise support companies wanting to deliver round the clock critical support for business critical applications. To help decide whats best for you, your team, and your customers, ask the following questions: When youre small, youre actively jumping to meet the needs of customers. Typical challenges such as coordination, communication and culture differences presents a bigger challenge to FTS than GSD, as FTS involves daily hand-offs. Journal of Management Information Systems, 27(1):17-38, 2010. 2008. FTS is a special case of GSD which aims to achieve a 100% workday in software projects. The first one involved a software development project consisting of teams in the United States and Australia and met with high degree of success. By checking this box, I agree to Zendesk contacting me with marketing-related communications about Zendesk products, services, and events. Companies large and small are able to provide 24-hour service without putting the burden on one site and requiring employees to work late shifts or overtime. [19] Treinen, James J., and Susan L. Miller-Frost. There is only one site that owns the product at any point in time. Additionally, it will help you determine the processes you currently use and if your customer support is robust enough -- do you offer email, phone, and live chat support? If your teams are separated by 12 hours, no time is perfect to schedule regular meetingsno matter when the meetings are scheduled, one of the sites will be outside of regular business hours. Well explain how to calculate and reduce turnover in your organization. Unpublished EDS working paper, 2004. Tools for estimating and planning schedules, allocation of project tasks, sprint management, progress tracking are essential utilities for front line managers. That's why as the assets are transferred to the next team, you need to ensure that detailed workflow documentation and technical tasks do not require further clarification. For some companies, it means providing anytime, anywhere, 24/7/365 supportthe original definition of the follow-the-sun model. Provide tools: Get your system set up with the right tools so your customer service teams can collaborate and communicate easily. Which begs another question your team should consider when evaluating options: How would you categorize your customer base, and does your customer service teams approach require variance between all of them? z.,'ECC4@ad4pw7?/.iyfhLV%=>=(TvxZN}!p7oN3~4T i+U[8 fZ)6 +r) While you wont all be in the same room for these meetings, video conferences are fairly easy to set up and schedule. But it might not, and thats OK; there are other options that allow you to deliver anytime, anywhere service and get global, fastregardless of the size of your company. Background, main ideas and principles behind FTS were discussed followed by a brief review on Agile for FTS, advantages and limitations of FTS. But other companies may determine that they can meet their global support needs with other tactics. That being said, we have a few tips for you if you decide to implement this model: Now, before you jump into a follow the sun customer support model, let's determine if it's necessary for your company. 7. In addition, passing the work to a new group lets people see the problem from a new perspective. [9] Rini van Solingen and Menno Valkema. Thank you for subscribing to our email communication. Federal Republic of Germany, 2017. Linear sequential approaches such as the Waterfall model seem to be inefficient for the FTS approach. Global business processes such as call centres or help desks are not counted under the FTS umbrella. If youre a small company looking to provide global support, consider what steps you can take now to achieve your longer-term support goals. There are numerous advantages if the FTS implementation is successful which are reduced time-to-market, reduced software costs, increased international relationships leading to better diversity among companies, etc. Determine when your customers need you the most so you can define your goals around their needs. Open Scholars support emerging Open Learning alternatives<br />In-Class Support in Dar es Salaam, Tanzania! Make your own animated videos and animated presentations for free. When youve got teams working round the clock, your troubleshooting efforts become more efficient. The Mythical Man-Month: Essays on Software Engineering, Anniversary Edition, 2/E. Project collaboration becomes immensely easier when the status of each task (and the progress made on the task) is clearly documented. IBM in 1990s was probably one of the first companies to record the implementation of FTS in its software development teams globally [1]. It can also be achieved in a variety of ways. To say that life during the global pandemic has recentred our focus on health is an understatement. There exist several case and field studies over the years, which resulted in challenges and best practices of FTS. 0000066494 00000 n Most agile practices emphasize face-to-face communication. From our experience, I would like to point out the major ones: Under no circumstances should the FTS model be reduced to the distant custom support team. A novel approach to distributed concurrent software development using a follow-the-sun technique. In order to understand and use FTS, some key principles on which FTS is based are mentioned in this section. But not every industry really requires that. If the workdays among satellite offices overlap, work can be passed from an office that is shutting down for the day to an office that is still open or just starting its day. What is the Follow the Sun Customer Support Model? [20] ZONE, HOW INFOSYS MANAGES TIME. Another important benefit of the FTS model is the opportunity to learn more about new markets and lay the foundation for the further development of the definite regional market. WDSGlobal case study: In 2004 a study conducted within the company of WDSGlobal reported the following list of what worked in FTS software development (when doing Extreme Programming) [7]: The study reported the following lessons that were learned: The study involved teams from the USA, UK and Singapore. Working normal daylight hours keeps employees happy, healthy, and motivated to work while your company is still able to offer round-the-clock service. Calculation, effects, and prevention tips, Streamline call center BPO management with data-driven WFM, Why great CX is the doorway to success with open banking for financial services firms. For example, another Zendesk customer, Prezi, has teams in two locationsone in San Francisco and one in Budapest. Follow-the-Sun in Action One of our partners, a large mobile advertising and app monetization company that gets 20,000+ tickets each week, leverages the follow-the-sun model with a total team of 85 associates to support their customers around the world. IEEE, 2007. Follow the Sun (FTS), a sub-field of globally distributed software engineering (GDSE), is a type of global knowledge workflow designed in order to reduce the time to market, in which the knowledge product is owned and advanced by a production site in one time zone and handed off at the end of their work day to the next production site that is With many sites all working on the same project, the daily handoff can become a bottleneckespecially if the other team doesnt understand the problem or if their work introduces a new problem. 1 gives the relevant facts regarding various working schemes. [11] Siri-on Setamanit, Wayne Wakeland, and David Raffo. As described by Carmel [1], the agile methodology is best suited for FTS. 0000064539 00000 n Do I qualify? The top three best practices that were found in research are agile methods, the use of technology for knowledge sharing (e.g. 8. Adding more man power to the project is not of much interest in software development, because of the wisdom gained long ago from the seminal Brooks law adding manpower to a late software project makes it later [3]. IT architecture and the people who program and maintain the architecture can make or break a companys daily operations, particularly for companies with a global presence. The tools you use should emphasize team collaboration and the automation of reporting, scheduling, planning, and progress tracking. They do it by starting a team in Colorado at 8am (MST). In an Agile based methodology, all major development activities (design, code, test and integrate) are carried out in every iteration cycle. listed 36 best practices and 17 challenges found in literature [14]. The follow the sun customer support model is designed to address customer needs without regard to geographic location or current time. But in reality not many companies are following this methodology due to a few documented successes and a significant lag in FTS research. Many companies are looking for efficiency in software development in terms of quality and development time. Some companies go with the more traditional application of follow the sun: which means providing anytime, anywhere, 24/7/365 support. For me, staying connected with clients in every corner of the globe was always important. Join 64,500+ Customer-Facing Professionals, Pop up for FREE CUSTOMER JOURNEY MAP TEMPLATES. A typical ITSM process can involve something as simple as an employee asking for a new laptop. 3 levels of support delivery model. In addition, team members in the Beijing office start at 7am, 9am, 1pm, and 2pm CST (China Standard Time). I have a team that is 12 hours ahead so we're not online at the same time. With this intuitive, cloud-based solution, everyone can work visually and collaborate in real time while building flowcharts, mockups, UML diagrams, and more. 0000006358 00000 n The war in Ukraine also impacted us personally. This process could take weeks if only one team in one time zone is working on the project. Finally, communication is a key component for successful follow the sun implementation. ppt.gc.ca. A detailed analysis needs to be done in order to understand the advantages to be gained in time. on, pages 185194. System Sciences (HICSS), 2014 47th Hawaii International Conference on, pages 331339. One such analysis is done using the calendar time [1] available for production. Tiered support model with queries and system administrators. HWn1WLKZE However, manually building the documentation from scratch could be a daysor even weekslong processan unnecessary burden when youre trying to implement a new model., We can help you visualize your cloud infrastructure in just a few seconds. If you plan well and start slowly to see what works and what doesnt, you can more easily scale your efforts and ramp up services until you meet your goals and satisfy customer expectations. Research in Follow-the-Sun software development has been done since 1990. Increase response time to solve problems more quickly, and reduce development and production times to get products and services to market faster. 0000063943 00000 n When you keep everyone on the same page, service ticket times go down, security gets stronger, workflows become more seamless, and customers receive a better technical experience. It was developed so companies can provide round-the-clock customer service, literally following the sun around the globe. PowToon is a free . At the same time, I can attest that it takes considerable investment, time and human resources. Each production site works during the day as a subteam and it needs within-site coordination. Follow the Sun is a support model which works best for service desks that work around the clock, i.e 24 hours a day and 7 days a week. Its also a great record to have on hand to show various stakeholders just how much your department can accomplish in any given window of time., Visualizing your cloud infrastructure in a centralized location that is accessible to all global team members will create an accurate and consistent picture of your follow the sun model from day one. IEEE, 2014. A customer service platform with mobile access might allow you to stagger your shifts between home and work, and to cover different time zones, without having to hire a remote representative. We have underlined some of the essential concepts of FTS such as use of Agile for FTS, tools required and learnings from past experiences for the efficient implementation of FTS. Figure 4: Agile is a perfect choice of software development methodology for FTS. The follow the sun model gives your employees their lives back to spend more time with family and recreation. I went down the street to the 24-hour grocery store. It is commonly used and regarded as the "gold standard" in the field of presentation applications. Challenges and improvements in distributed software development: A systematic review. A subteam can consist of one or more members. The follow the sun model is based on the following principles: When a follow the sun method is implemented correctly, it will reap the following advantages for you and your business. However, if the communication within the system is poor, it may also end up in chaos, production delays and sufficient losses for the company. The follow-the-sun model has proven to be successful for our business as team members were relocating and searching for safety while making sure none of the clients felt what they felt. The second case study involved three distinct projects with development sites in the United States and India, and met with drastic failure. And that's where the follow the sun customer support model comes in. 0000066419 00000 n This research [15] introduced a routing model, which supports the selection of geographical locations for Follow-the-Sun software development. Your global customers will appreciate that bugs and other issues can be resolved quickly and that they dont have to wait for a team in a different time zone to fix the problem. To make collaboration and handoff even easier, engineers and process owners can @mention each other to focus attention on specific shapes of the diagram. Let your superior service and personalized support work as a marketing advantage to find new leads and sales. z(nK9:QS%i$MEaab:a=KpLD;so@ Advances in Software Engineering, 2009:3, 2009. Slide 1 of 2. Figure 2: Calendar Efficiency in different Working Modes [1]. We would like some form of handover application within Microsoft teams to assist with a "Follow the Sun" support model. 24 hours per day, 7 days per week. For this model to work, all sites must be using the same tools and development methodologies (planning, bug tracking, version control, reporting, and so on).

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