follow the sun support model presentation

This means that efficiency in task hand-off is of paramount importance to the success of the FTS approach. IEEE, 2007. Zuora uses private comments in Zendesk tickets to help communicate important details to team members picking up issues already in progress. In the gaming and retail industries, for example, 24/7/365 support might be pretty standard. As someone who has been working with the top 100 pharma companies, I know that preparation and planning are key. Production sites involved in the software development are many time zones apart. [4] AGupta, Amar. Some sites could feel isolated and out of the loop. Stand-up meetings: Hold stand-up meetings right when shifts are switching from one site to another, so your employees can give the new reps an overview of what's happened, and any outstanding issues that need to be addressed. According to Carmel [1], FTS has challenges such as coordination barriers, cultural differences, and communication difficulties depicted in Fig. They do it by starting a team in Colorado at 8am (MST). I have a team that is 12 hours ahead so we're not online at the same time. [20] ZONE, HOW INFOSYS MANAGES TIME. 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. A global service model in place to keep every team member connected, consistent and making continual progress on projects, tasks, and bug fixes. The iteration period lasts for a short time period (between two to four weeks). Since hand-offs are such an important aspect of Follow-the-Sun software development, recent research studied hand-offs management. 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 implementation of FTS, if not practiced correctly, may result in failures and projects going over budget [10]. For me, staying connected with clients in every corner of the globe was always important. Follow-the-Sun (FTS) is a strategy in Global Software Development (GSD) focusing on software development twenty-four hours, seven days per week with physically distributed teams. 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. There is only one site that owns the product at any point in time. [19] Treinen, James J., and Susan L. Miller-Frost. %PDF-1.7 % HVKn0Hi[dh;>~K@ HhD^ @)+{J:=,q&U^yZVf|7Gv1$[l3/ S 29= 25~xZOFXO_/Y 9vO,sI:bqgj-1`tIfZ{L#D9t5@R\B/PN=@7c8@T5jF/0'?daCE]7K'e%JtQSe,86^8Gv8[G@2S7 ^fH!7x%7Zo>.Wckhb|j\p{>K"N{cn; We're committed to your privacy. The above principles allow FTS to be used in any knowledge work (not just software development). Some companies go with the more traditional application of follow the sun: which means providing anytime, anywhere, 24/7/365 support. For example, another Zendesk customer, Prezi, has teams in two locationsone in San Francisco and one in Budapest. 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. In this section we give a number of research themes within Follow-the-Sun software development research. Support Model Ppt Slides Download | PPT Images Gallery | PowerPoint Still, it did, and that is where our plan and ability to coordinate staff remotely across the world helped keep all the processes running. Lastly, we showed that there was a study which researched hand-offs management. 0000068636 00000 n The various agile methodologies such as Scrum, Lean, Kanban, Extreme Programming (XP), DSDM etc., share much of the same characteristics and practices and are widely practiced in Globally Distributed Software Development. If the sun is shining over a region, be it San Francisco, Paris, Hong Kong, or Sydney, business is being conducted there. [14] Josiane Kroll, Sajid Ibrahim Hashmi, Ita Richardson, and Jorge LN Audy. One key benefit of a follow the sun model is high uptime. Granted, once the pandemic restrictions started to lift, we followed suit with offices. The focus is on using automated tools which simplify the repetitive tasks. 2 traditional software development stresses on minimal job hand-offs, whereas FTS focusses on day-to day job hand-offs [1]. One of the principal benefits of the FTS model is the opportunity to speed up processes and reduce time to market. The term calendar efficiency helps in understanding the analysis further. FTS approach has only a handful of documented cases of industrial success because of its nature. Slide 1 of 2. There was a 30 and 60 minutes overlap between locations to enable the daily handover of tasks. Cameron [13] highlights the example of FTS application at EDS (now a part of HP). HICSS09. Prezi, for example, has teams in two locations: San Francisco and Budapest. There exist several case and field studies over the years, which resulted in challenges and best practices of FTS. "Follow the sun" is a service and support model designed to address customer's needs regardless of geographic location or time-zone. 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. Follow the Sun: Introduction (1 of 3) The Sun's apparent path across the sky for each day of the calendar year - from sunrise roughly East to maximum altitude (or "culmination") exactly South to sunset roughly West - has been observed and thought about for at least the last 5000 years. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '12501f7c-8e26-4e3c-9642-7afbe078156a', {"useNewLoader":"true","region":"na1"}); The follow the sun customer support model is designed to address customer needs without regard to geographic location or current time. Three important companies which documented their experience is summarized below. A follow the sun model keeps everyone on the same page, working towards the same project end goal., Lets walk through some best practices for setting up a follow the sun model., While a follow the sun model means teams in multiple locations could be involved, its important to define what the home base is for each project you take on, whether that is your site or another one. Follow the sun is also used by software development teams that are spread out across global sites. FTS has many challenges associated with it and it also faces same challenges of GSD as it is a part of GSD. We have also elaborated in depth about the real world examples where FTS was applied. Christian Doerr, You can update your preferences or unsubscribe at any time. uyLY@= PDF How to Provide Global Support Many companies. 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. As a management approach, FTS provides your business with several opportunities that, when fully realized, may benefit your business. The efficiency of the number of hours per day spent on actual development is much higher in the FTS model when compared with traditional software development [1]. This is because work happens almost round the clock, compared to just eight hour efforts in traditional software workflow. Carmel [6] argues that only the nature of some phases of the development cycle such as testing are well suited for FTS. We operate a 24/7 global support team - Microsoft Community ', Successful businesses satisfy customer needsand for some businesses, especially those that have expanded globally, that means providing superior customer service and support 24 hoursin a row. You most likely wont need to open multiple offices, especially at first, but perhaps a small remote office or a representative located remotely in a key area or time zone may satisfy your customers needs. 0000006358 00000 n Its hard to fill swing or overnight shifts. Another group could start at 8:00 a.m. or 9:00 a.m. to support the Mountain and Pacific Time Zones. Are you ready to follow the sun?. 0000013630 00000 n It is always noon somewhere, right? In Or, consider the approach at Solium, which provides an equity management platform that performs real-time trades 21 hours per day. Figure 4: Agile is a perfect choice of software development methodology for FTS. Since these aspects above are reported to increase efficiency, it was also concluded that when these aspects are taken into account the duration of the project is reduced. 0000010855 00000 n Collaboration between teams is very important in Agile, a trait which is also a characteristic of FTS model. You'll have increased response times, fewer delays in solving issues, and satisfied customers. Follow-the-sun schedule - The follow-the-sun schedule is used by teams that may work internationally in different time zones, and ensures full 24/7 coverage. [16] Josiane Kroll, Ita Richardson, Jorge LN Audy, and Jude Fernandez. A key observation from this study is that even after decade long progress of FTS, its challenges are not overcome yet and it may be relevant to notice that there are no substantial benefits to FTS, thus FTS achievability is an empirical question for which a necessary first step is a consistent definition. What is the follow the sun model? Advantages + strategy - Zendesk 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. Apart from the usual difficulties faced in globally distributed software development, FTS also has the additional challenges of managing daily job hand-offs. System Sciences (HICSS), 2014 47th Hawaii International Conference on, pages 331339. 0000005432 00000 n Presentation Mode allows you to show off the specific parts of your design that stakeholders care about most., There you have it. 7. [1] Erran Carmel, J Alberto Espinosa, and Yael Dubinsky. 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. With this model, none of your locations are neglected or receive better customer service. N#"$(591 = |% z#i{vXP!M^\`NVBq This efficiency further increases with the number of locations and shifts. Do we get enough tickets from each timezone to support a customer service agent. 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. Free and premium plans, Sales CRM software. 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. 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. 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. 0000013987 00000 n For instance, I could post for the other team to monitor a ticket I have opened. Since there is no overlap during the hand-off and the hand off happens, for example, via e-mail, instead of via the phone or other communication tool. The second case study involved three distinct projects with development sites in the United States and India, and met with drastic failure. Tiered support model with queries and system administrators. In this post, we'll learn what the follow the sun customer support model is, the benefits, best practices, and how you can decide if it's the right model for your business. It was developed so companies can provide round-the-clock customer service, literally following the sun around the globe.

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