Regardless of where the bulk of customers are located, if you know that youre receiving a lot of tickets outside of your standard support hours, then its time to start thinking about a rotational support model. Open Scholars support emerging Open Learning alternatives<br />In-Class Support in Dar es Salaam, Tanzania! The follow the sun model gives your employees their lives back to spend more time with family and recreation. 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. You may unsubscribe from these communications at any time. This research [15] introduced a routing model, which supports the selection of geographical locations for Follow-the-Sun software development. As support teams brace for an economic downturn, many are leaning on customer service outsourcing to cut costs. It was developed so companies can provide round-the-clock customer service, literally following the sun around the globe. [10] Eoin Conchir, Helena Holmstrom Olsson, Par J Agerfalk, and Brian Fitzgerald. Mechanisms for transferring work in progress to the next site is the core idea of FTS. 0000066419 00000 n 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. Most employees do not want to be at work 12 or 16 hours a day. Another documented case of FTS application was by Infosys [20] in 2005 where FTS was applied to small subsets of the project cycle. To manage the workflow efficiently the principles shown in Fig. One shortcoming of this article is that we have only investigated the effect of FTS on speed, not on the product quality because of lack of suitable documented references. 8. Christian Doerr, Follow the sun 2011 - SlideShare This is a BETA experience. The effective utilization of code repositories and version control management systems is crucial to the success of the FTS approach. Working normal daylight hours keeps employees happy, healthy, and motivated to work while your company is still able to offer round-the-clock service. Service and development sites are spread out across many time zones, allowing work to be passed from location to location. Figure 1: Follow the Sun approach follows a 24h task hand-off based approach to software development. The truth is, follow-the-sun support is simply a method meant to satisfy customersregardless of time or location. Or, consider the approach at Solium, which provides an equity management platform that performs real-time trades 21 hours per day. It's a model that provides support for clients at all times of the day or night, every day. 0000002728 00000 n See pricing, Marketing automation software. Do you know where you fall in industry benchmarking when it comes to customer service? In traditional software development, global teams are less dependent on one another and usually do not pass on the work (hand-off). A handoff from one site to the other can be occasionally empty due to public holidays or emergencies. However, one slight difference is that Agile stresses on face to face communication, whereas in FTS inter-site communication between production sites is maintained at the bare minimum by using automated tools. A typical ITSM process can involve something as simple as an employee asking for a new laptop. [18] Josiane Kroll, Rafael Prikladnicki, Jorge LN Audy, Erran Carmel, and JudeFernandez. With this intuitive, cloud-based solution, everyone can work visually and collaborate in real time while building flowcharts, mockups, UML diagrams, and more. Organization . 3 levels of support delivery model. The traditional follow the sun model is a type of global workflow in which issues can be handled by and passed between offices in different time zones, increasing responsiveness and reducing delays. Businesses can reduce the amount of time it takes to progress from ideation to planning and development when a team is working on the project on a 24-hour schedule. What is a follow the sun model? - Zendesk UK Software developmentusing the 24-hour knowledge factory paradigm. 0000004606 00000 n 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. If your team is still in the lean, jumping phase, you might not be ready to offer global support. If all the IT teams within your company use a follow the sun model, the project could be completed in days. Still, it did, and that is where our plan and ability to coordinate staff remotely across the world helped keep all the processes running. FTS is a global software development strategy. IEEE, 2005. For example, a baseline work week is 30 hours after taking into account non-task activities. Positive messages from current users make selling to new customers much easier, and if you can deliver consistent service around the clock and delight your customers, positive feedback is sure to come your companys way. [8] Christian Doerr. Picture this. As well, such expansion can always have a positive impact in terms of brand development and brand promotion. 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]. Based on the discussions in the Principles of FTS section which explains the minimum criteria for a work flow to be considered as a FTS approach, the following do not fit in this category [1]: Agile software development practice consists of a set of principles which advocate continuous improvement, adaptive planning, early delivery and flexibility in responding to change. The second case study involved three distinct projects with development sites in the United States and India, and met with drastic failure. In Management of Engineering and Technology, Portland International Center for, pages 24582466. Organization Support: Role Incident Liaison (IL) Description For severity 1 incidents only. 2. Rather than making the customer wait several hours until you can get back to working on a solution, follow the sun allows you to pass on the work to the next site. Lastly, we showed that there was a study which researched hand-offs management. This is because work happens almost round the clock, compared to just eight hour efforts in traditional software workflow. Follow-the-sun - Wikipedia Inverse schedules on an escalation policy - If you have two or more users that rotate primary and secondary on-call shifts, then you will want to create two on-call schedules and add . The follow the sun model is certainly not a new concept - nor is it unique to corporate travel management or the travel industry.

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