A novel approach to distributed concurrent software development using a follow-the-sun technique. 0000064539 00000 n
Managing and continuing recruiting and growing regionally helped implement the FTS model for all departments and reinforced the ability to provide top-notch customer service. We're committed to your privacy. 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? 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. 2 traditional software development stresses on minimal job hand-offs, whereas FTS focusses on day-to day job hand-offs [1]. They are summarized in the table below. Follow the sun 2011 - SlideShare [12] Miguel Jimnez, Mario Piattini, and Aurora Vizcano. The FTS model has proven its potential for decreasing time to market, accelerating product development and ensuring consistent client communication. This can be achieved in a variety of ways. Are you able to provide 24-hour service at this time? To this end, the FTS research needs to be done comprehensively, so that companies start adopting it in real-time projects. They meet their global support goals with these two teams working together, giving them 18 hours a day of coverage without having to staff up aggressively. Its a great way to optimize your support. 0000002691 00000 n
For more information, check out our. And due to these restraints, teams may have a tough time truly collaborating. Researching into Follow-the-Sun Software Development: Challenges and Organization Support: Role Incident Liaison (IL) Description For severity 1 incidents only. With this model, none of your locations are neglected or receive better customer service. But other companies may determine Zuora also employs a daily handoff model, in which open and pending matters are passed along to the next team when one goes off duty. [14] Josiane Kroll, Sajid Ibrahim Hashmi, Ita Richardson, and Jorge LN Audy. Working normal daylight hours keeps employees happy, healthy, and motivated to work while your company is still able to offer round-the-clock service. Determine when your customers need you the most so you can define your goals around their needs. This facilitates easy job hand-offs and fits nicely within the FTS model. Keeps Support and the business informed so IC can focus on resolution. One of the ways to evaluate the efficiency of FTS is to compare the time taken to execute a project using traditional software development approaches vs FTS. Thank you for subscribing to our email communication. Each production site works during the day as a subteam and it needs within-site coordination. Its hard to fill swing or overnight shifts. This model ensures that none of your service locations are neglected or receive preferential treatment, especially if you work at a global company. Sorry something went wrong, try again later? Project collaboration becomes immensely easier when the status of each task (and the progress made on the task) is clearly documented. You'll have increased response times, fewer delays in solving issues, and satisfied customers. Your team needs to deploy a brand-new, process-defining software to all the computers and devices on your companys networks. 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]. 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]. Follow The Sun Model: 24/7 Customer Support | Gladly Research in Follow-the-Sun software development has been done since 1990. 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. Slide 1 of 2. See how this model can benefit your IT department. 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. It can also be achieved in a variety of ways. The Follow-the-Sun (FTS) strategy is a type of global development with the purpose of reducing the duration of the project development and hence, increases productivity. This Presentation graphic is eloquent and useful for the IT students, IT researchers, and IT specialists from various fields. Expertise from Forbes Councils members, operated under license. Consider these basic steps and questions you need to ask before diving into a follow the sun methodology. Others, such as Gupta [5], also make similar observations and propose that FTS is very well suited to support core agile practices. are manually changeable. In traditional software development, global teams are less dependent on one another and usually do not pass on the work (hand-off). Another consideration is the way you use technology. 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. I am talking about the follow-the-sun model, or FTS for short. 0000001891 00000 n
For instance, I could post for the other team to monitor a ticket I have opened. A clear path will help your troubleshooting teams and engineers coordinate and get to the bottom of the issue faster., Mastering the handoff process (moving project tasks from one team to the next) is probably the hardest, but most crucial, element of successfully implementing a follow the sun model. 0000065007 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. The follow the sun customer support model means that you have customer service representatives available whenever the sun is up -- so as it becomes daytime for different parts of the world as we orbit around the sun, you'll have various customer service sites beginning their day and handing off their issues to another site. This is a highly collaborative, communicative approach to customer service, and it's a delicate line to balance. 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. There are several major differences between traditional globally distributed software development and the FTS approach. 0000001156 00000 n
To say that life during the global pandemic has recentred our focus on health is an understatement. 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. ITIL Study Guide: Introduction to the Service Desk | Pluralsight 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 When compared to traditional global software development, FTS workflow is more difficult to achieve. December 20, 2021. time zone difference and hand offs management), communication and culture. Many companies are looking for efficiency in software development in terms of quality and development time. 0000068636 00000 n
One of the cornerstone principles of FTS is that certain assets are repeatedly shared between the offices at the end of the production circle or a working day so that the second team can continue the production/maintenance. 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. Forbes Agency Council is an invitation-only community for executives in successful public relations, media strategy, creative and advertising agencies. Stats around ticket volume by time of day will be your new best friend. The table in Fig. What Is the Follow the Sun Model? | Lucidchart Blog 0000003713 00000 n
Let's talk about providing 24-hour support without overwhelming one location and forcing staff to work overtime. It is defined as the percentage of all of the calendar time (e.g., 24 * 7 = 168 hours available per week) that is used productively for work, so, a 40-hour workweek utilizes 23.8 percent of the calendar workweek, showing that there is a lot of room for calendar efficiency improvement. A research carried out by Yap [7], a globally distributed software project team (UK, USA, and Singapore), followed the FTS approach under the Extreme Programming (XP) model (an Agile methodology Do we get enough tickets from each timezone to support a customer service agent. "Follow the Sun" Service Desk Model - Abhinav PMP Three important companies which documented their experience is summarized below. Start off by asking key questions. FTS feasibility study: In 2013 there was a feasibility study of FTS in the industry [18]. In fact, a study conducted by the CMO Council found that arranging technical assistance and 24/7 accessibility were the top two ways that companies could improve product experience for users.. 0000002728 00000 n
Lucidchart is the intelligent diagramming application that empowers teams to clarify complexity, align their insights, and build the futurefaster. [9] Rini van Solingen and Menno Valkema.
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