follow the sun support model presentation

The three teams consist of 2 micro-teams (composite persona [17]), with at least one person from each location. Slide 1 of 2. Hence it is important to select a software development methodology which extends over the entire software development cycle and satisfies the special needs of daily hand-offs. What is the follow the sun model? Advantages + strategy - Zendesk For example, you may need skilled bilingual managers and associates to help with international communications. 4KKq#VPd)M(*=X i d`rdadcNaVdnep!!!!|F_f0b [7] Monica Yap. For others, keeping all major communication and production processes in a single office or at least legislation may make more sense. HWn1WLKZE You can, however, start planning for it. Test the plan before implementation to ensure that hand-offs between sites will run smoothly and make tweaks to the processes as needed. Theoretically speaking, if n sites are working on this scheme, their development speed could be increased dramatically by systematically organizing the work tasks sequentially on a daily basis and optimizing the coordination costs [1]. Major lessons learned in the study that could improve FTS from their experience include: It was also observed that hand-offs between different sites were especially difficult in the weekends. Initial handoffs mainly consisted of daily work summaries, which were later augmented by knowledge transfer activities. The follow the sun customer support model is designed to address customer needs without regard to geographic location or current time. Believe it or not, the Covid-19 pandemic certainly influenced the decision to bring this powerful idea to life with local client support branches and personnel on every continent. -- Created using PowToon -- Free sign up at http://www.powtoon.com/ . 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 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. It is a model in which work from one site is handed over to another, which is many time zones away (for example, U.S.A to India), in order for the work to be advanced while one team rests for the night. As described by Carmel [1], the agile methodology is best suited for FTS. Free and premium plans. Follow-the-sun - Wikipedia A systematic literature review of best practices and challenges in follow-the-sun software development. Self-service is often the best place to start when building out global support, but some companies overlook self-service because it feels like there arent enough resources to build out a nice-looking repository of help articles. Combine all of this with an efficient follow the sun framework, and youll be delivering best-in-class service to all of your users. Outline your company's customer journey and experience with these 7 free customer journey map templates. 0000004606 00000 n How Follow the Sun Model helps you Deliver 24/7 Global Support Increase response time to solve problems more quickly, and reduce development and production times to get products and services to market faster. You may opt-out by. Is a "follow the sun" model right for your company? The impact of number of sites in a follow the sun setting on the actual and perceived working speed and accuracy: A controlled experiment. A handoff from one site to the other can be occasionally empty due to public holidays or emergencies. Calendar efficiency can be increased in a simple way by working overtime (overload mode), but this only improves the efficiency by 6%. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. Read world-renowned marketing content to help grow your audience, Read best practices and examples of how to sell smarter, Read expert tips on how to build a customer-first organization, Read tips and tutorials on how to build better websites, Get the latest business and tech news in five minutes or less, Learn everything you need to know about HubSpot and our products, Stay on top of the latest marketing trends and tips, Join us as we brainstorm new business ideas based on current market trends. In addition, passing the work to a new group lets people see the problem from a new perspective. Implementing follow the sun methods in your global organization can be challenging. It must also ensure that all the required information and reports to continue the work are visible and easily accessible. However, the distance between time zones of production can be an issue since the real-time communication between the teams can be very limited. By its basic definition, "follow-the-sun" means that support literally follows the sunit's a type of global workflow in which issues can be handled by and passed between support locations in different time zones to increase responsiveness and reduce delays. Now that youve done all the groundwork of defining workload capability, visualizing infrastructure, and hammering out the handoff process, youre ready to get your new model signed off by stakeholders. A typical ITSM process can involve something as simple as an employee asking for a new laptop. 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. In an Agile based methodology, all major development activities (design, code, test and integrate) are carried out in every iteration cycle. The most popular online Visio alternative, Lucidchart is utilized in over 180 countries by millions of users, from sales managers mapping out target organizations to IT directors visualizing their network infrastructure. z.,'ECC4@ad4pw7?/.iyfhLV%=>=(TvxZN}!p7oN3~4T i+U[8 fZ)6 +r) [17] Amar Gupta, Rajdeep Bondade, and Nathan Denny. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, 'dfcc1cf6-fca7-455f-9c43-26ff2fba10ed', {"useNewLoader":"true","region":"na1"}); Get expert insights straight to your inbox, and become a better customer success manager. To visualize, we created the diagram below: Global customer support might not be necessary for every company, but it's important to begin using a global customer service model if you have international customers who are submitting tickets while you're asleep. Technology Tools and Infrastructure to Support FTS. Network Security in Theory and Practice. We've got a true, "follow the sun" model, allowing access to support engineers [.] If your business proceeds with follow the sun, managers should do their best to schedule meetings when its most convenient for both locations, and IT should adopt video conferencing and cloud-based solutions for everyone to work together. A survey of major approaches for accelerating new product development. Prezi, for example, has teams in two locations: San Francisco and Budapest. In creating a support structure based on this schedule, they examined the business units they needed to support and each region. At the same time, I can attest that it takes considerable investment, time and human resources. The main criteria to go for FTS is the reduction in the development time or time-to-market. Lucidscale connects to major cloud sources like Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP) to pull in data automatically. This workflow model is specifically designed to help address customers' needs without regard to geolocation or time zone. Advances in Software Engineering, 2009:3, 2009. ITSM Support Model | Why is the ITSM support model so important? - ITarian If your team is still in the lean, jumping phase, you might not be ready to offer global support. Modes of communication in FTS approach may be asynchronous or synchronous. The "follow-the-sun" model is about providing the support that clients and customers need by way of a global workflow that literally follows the sun. Unpublished EDS working paper, 2004. 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. Project handoffs are done on a daily basis at the end of each shift. 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. Because it is always daytime somewhere in the world, you need a way to support customers around the globe no matter what time zone they are in and without too much delay. Many companies are looking for efficiency in software development in terms of quality and development time. Are you ready to follow the sun?. Handoffs management in follow-the-sun software projects: a case study. And that's where the follow the sun customer support model comes in. Although the advantages presented above could take your business to the next level, adopting a follow the sun model comes with its own set of challenges and disadvantages. The method literally follows the sun so work is performed during normal work hours anywhere in the world. Note that it will only suit some business models. Heavy overload still improves the efficiency by just 12% but it is not an effective long term strategy due to employee burnout. 0000002691 00000 n We have also elaborated in depth about the real world examples where FTS was applied. As illustrated in Fig. IBM Software Group Rational softwareRational User Conference 2003 Presentation Overview Changing Times - The trend towards globalisation . Essentially, it's 24/7 support, no matter where the sun is up, without needing any customer service department to work late shifts. Non-stop development can become a serious advantage when you need to reduce time to market or offer your clients better production, development and deployment terms. [3] Frederick P Brooks Jr. Customers who aren't in your timezone won't have to wait for you to wake up to receive service. Keeps Support and the business informed so IC can focus on resolution. The. 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. I am talking about the follow-the-sun model, or FTS for short. Consider these basic steps and questions you need to ask before diving into a follow the sun methodology. Do I qualify? Some key assumptions in deriving the above principles are listed below: Follow the sun approach involves daily handoff of the work which suggests that there will be some reduction in the project duration. A subteam can consist of one or more members. If communication issues are not addressed they will create significant challenges in FTS adoption. ppt.gc.ca. This research [15] introduced a routing model, which supports the selection of geographical locations for Follow-the-Sun software development. Collocated multishift locations where labour is cheap and software development happens round the clock in eight hour shifts does not fit in this category. The follow the sun model is a service and support method that is designed to address and satisfy customer needs without regard to geographic location or current time. What about the companies your business aspires to emulate? Hand-offs are the central idea of the FTS approach. Some companies go with the more traditional application of follow the sun: which means providing anytime, anywhere, 24/7/365 support. For instance, I could post for the other team to monitor a ticket I have opened. You can update your preferences or unsubscribe at any time. To do this from a single office theyd have to aggressively staff up. Many companies. Nataliya Andreychuk is the CEO of Viseven. It's a model that provides support for clients at all times of the day or night, every day. 0000006358 00000 n 0000002089 00000 n Agile places a lot of emphasis on continuous integration (using automation) encouraging every team to maintain an updated and testable version of the code which can be used by the next production site. 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. FtVz:-zn>\M~J/CeTb{POj"}"yX-hD]0)u&Z?C4SX0;53mHp 8Q[M#A.l{ GrhhXE3rVY)^a. + endstream endobj 135 0 obj <>stream Let's talk about providing 24-hour support without overwhelming one location and forcing staff to work overtime. 2006. They are required to fill in a request form through a portal. [9] Rini van Solingen and Menno Valkema.

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