But other companies may determine that they can meet their global support needs with other tactics. Please reload the page and try again, or you can contact Zendesk for support. 0000063868 00000 n This is a highly collaborative, communicative approach to customer service, and it's a delicate line to balance. time zone difference and hand offs management), communication and culture. Increase response time to solve problems more quickly, and reduce development and production times to get products and services to market faster. You'll have increased response times, fewer delays in solving issues, and satisfied customers. 0000007912 00000 n 0000005432 00000 n Then, use a calendar to map out how many employees will work each shift in each time zone and how many hours are worked each week all together. The FTS approach utilizes distributed team members spread across time-zones to achieve a single project outcome with the main objective of gaining speed and reducing the time-to-market of a project [13]. The FTS model doesnt seem to be a suitable choice for complete projects, when compared to its applicability for particular phases like - testing where it works very well due to less dependency on hand-off work. [3] Frederick P Brooks Jr. When youve got teams working round the clock, your troubleshooting efforts become more efficient. Essentially, it's 24/7 support, no matter where the sun is up, without needing any customer service department to work late shifts. Follow the Sun Support - SyncApps, the #1 Integration Cloud In Management of Engineering and Technology, Portland International Center for, pages 24582466. Cloud support model with customer responsibility. A follow the sun model can help your organization provide 24/7/365 support to customers across the globe, regardless of time or location. Project collaboration becomes immensely easier when the status of each task (and the progress made on the task) is clearly documented. The three C's of applying a Follow the Sun Model | Appnovation There is also research that studied the impact of the number of sites on working speed and accuracy in Follow-the-Sun software development [9]. 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. The main reasons to use this approach are that you'll have faster problem solving, consistent levels of customer service, reasonable work hours, and you'll be able to branch into new markets. Health Program Analyst Skills For Your Resume And Career - Zippia Are you ready to follow the sun?. The follow the sun customer support model is designed to address customer needs without regard to geographic location or current time. 0000013744 00000 n Within the FTS approach, one of the teams always plays a leading role, being responsible for strategic planning, quality assessment and much more. What is a follow the sun model? - Zendesk UK ITIL Study Guide: Introduction to the Service Desk | Pluralsight For example, you may need skilled bilingual managers and associates to help with international communications. 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. You can turn light-speed production and service delivery into one of the signature advantages of your brand. Figure 6: Five essentials for applying the FTS model in practice. 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. Tools for estimating and planning schedules, allocation of project tasks, sprint management, progress tracking are essential utilities for front line managers. F @_|Ln VY*ay Te2`nf This can be done by evaluating when your customers need you most, and carefully considering how to meet them where they are. This infrastructure must always be available on demand and accessible. IEEE, 2013. Where are our customers primarily located? In reality, setting up a Help Center doesnt have to be a monumental task, and by offering community forums, you can give your customers the chance to help each other. In other words, Follow the Sun is a 24/7 customer support approach for local and international clients. How do companies similar to your own handle support? A subteam can consist of one or more members. A survey of major approaches for accelerating new product development. CX is a top priority for financial services providers, and for good reason. 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. The focus is on using automated tools which simplify the repetitive tasks. When I got there, the guy was locking the front door., I said, 'Hey, the sign says you're open 24 hours. 0000003713 00000 n In Global Software Engineering, 2009. Another culture would not offer their help unless they were asked while the third considered that presenting the problem was a sufficient invitation for willing team members to jump in and help. Multiple teams may be working on the product over a certain amount of time, but one defined team is responsible for overseeing the process from start to finish. Mechanisms for transferring work in progress to the next site is the core idea of FTS. I went down the street to the 24-hour grocery store. Published: They also need to train employees on how to use the software and then respond to any service tickets upon deployment. In the gaming and retail industries, for example, 24/7/365 support might be pretty standard. There exist several case and field studies over the years, which resulted in challenges and best practices of FTS. 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. Beside this benefit, there are also other advantages as well which can be found on Fig. 0000013504 00000 n Support Model Ppt Slides Download | PPT Images Gallery | PowerPoint Prezi, for example, has teams in two locations: San Francisco and Budapest. ppt.gc.ca. I am talking about the follow-the-sun model, or FTS for short. FTS could provide significant benefit in dealing with these aspects. 128 0 obj <> endobj xref 128 43 0000000016 00000 n Tiered support model with queries and system administrators. Three categories of challenges were found, namely challenges in coordination (e.g. IEEE, 2009. These difficulties prove that a systematic approach is needed in achieving a quick time-to-market strategy, which in turn leads to the Follow the Sun software development scheme. The process of hand offs must be smooth and conflict free. Sure, this could mean 24/7/365. 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. To say that life during the global pandemic has recentred our focus on health is an understatement. 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. In addition to verbal communication, teams can also use visual documentation, such as flowcharts, kanban boards, and Gantt charts as part of their daily hand-offs. See pricing, Marketing automation software. 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. Follow the sun: distributed extreme programming development. Use Lucidscale to create a higher-level overview of your architecture diagram thats ready to present to stakeholders. In theory, FTS can increase time to market by approximately 60%, which seems attractive. The organization which we are using in our example has offices spread worldwide and the Follow the Sun support model works wonderfully well for it. Many companies are looking for efficiency in software development in terms of quality and development time. Another documented case of FTS application was by Infosys [20] in 2005 where FTS was applied to small subsets of the project cycle. Is a follow the sun model right for your IT and cloud teams? 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. RUC 2003 reducing time to market using follow-the-sun techniques Figure 1: Follow the Sun approach follows a 24h task hand-off based approach to software development. For some companies, it means providing anytime, anywhere, 24/7/365 supportthe original definition of the follow-the-sun model. 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. Is a "follow the sun" model right for your company? CNSC released the formal follow-up report to Sun Media, with the un . 0000063342 00000 n 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. 0000065082 00000 n Picture this. Your follow the sun presentation service - YouTube 'r( bU:nL,/C^=E#$c;kNaw ] ^6JaI-~5%)IScN8D!MZl1?/*8(Y 7 3go>".X@`kDe!K The Mythical Man-Month: Essays on Software Engineering, Anniversary Edition, 2/E. F9,Y%9Q@o:B"w7Fy||:R_q};gxJ2#'S2"8S$I(y'_`}WHw6(iEM:+9%Wl )ThVXNo"iN U=v f4. If a system goes down or a major bug cripples workflows, employee productivity and customer experiences can plummet quickly., More than ever, customers expect instant action and response when they experience a technical problem with a product theyre using. User interface data decision support system model with arrows and icons. 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. IEEE, 2009. What could shorter department turnaround times mean for what youre trying to achieve globally? In its early days, this customer service approach only seemed feasible for big companies that had the resources to open and staff multiple offices around the world. 0000002691 00000 n The main goal with implementing a follow the sun support model is that people in one location don't receive preferential support. 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. Focus on those regions first. 0000004606 00000 n 2006. In case of any issues with the blog, please contact: guledalprashanth@gmail.com or berd.kreynen@hotmail.com. z(nK9:QS%i$MEaab:a=KpLD;so@ For example, our customer and partner Zuora offers 24/7/365 support coverage. are manually changeable. It is also known under different names such as 24 hour development or Round the clock development. In Global Software Engineering Workshops (ICGSEW), 2013 IEEE 8th International Conference on, pages 1823. Project handoffs are done on a daily basis at the end of each shift. They are summarized in the table below. Selecting locations for follow-the-sun software development: Towards a routing model. Unpublished EDS working paper, 2004. 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. 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. By staggering their support personnel start times across these key time zones, they are able to meet the service level-agreements theyve set for their customers. Here's how to deliver an experience that meets people's high and evolving expectations. Thank you for subscribing to our email communication. There is only one site that owns the product at any point in time. Follow-the-sun paradigm background reading. But in reality not many companies are following this methodology due to a few documented successes and a significant lag in FTS research. [2] Murray R Millson, SP Raj, and David Wilemon. As an agency with many Ukraine-based staff members in February 2022, it was the kind of situation none of us wanted to believe would ever happen. Computer, 42(1):66-73, 2009. Establish goals: Define your goals around your customer's needs in each location you service. The sun never sets for businesses that rely on remote support, and global support, for customer service. 0000065007 00000 n We showed that there are three main research themes, namely challenges and best practices, location selection and hand-offs management. 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. At any given time only one team owns the product unlike other global configurations in which multiple locations can own different parts of the product. HWY1S%lI^t#ByFwOC+aPvrsjL IEEE, 2005. With this intuitive, cloud-based solution, everyone can work visually and collaborate in real time while building flowcharts, mockups, UML diagrams, and more. Why 2023 Gold House A100 List Has Starbucks CEO But No Michelle Yeoh, Parent PowerED: Parents Powering Solutions In Education, Conversations Across Generations: Shawn Dove And Peter Storey, Empowering Young Adults Through Tech With Sandee Kastrul Of i.c. Are you using a tool that makes it easy to scale, and to quickly hand off support tickets? This model ensures that none of your service locations are neglected or receive preferential treatment, especially if you work at a global company. Follow the sun software development: New perspectives, conceptual foundation, and exploratory field study. System Sciences, 2009. Document what has been accomplished so each site can avoid repeating work. However, since we are talking about the FTS model, we already imply that our teams are most likely disproportionate and may need to be more interchangeable regarding specific tasks. System Sciences (HICSS), 2014 47th Hawaii International Conference on, pages 331339. [4] AGupta, Amar. ](Ohg2jFy0tz H`?d/r_@IEPCZGr H ITSM Support Model | Why is the ITSM support model so important? - ITarian 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. The war in Ukraine also impacted us personally. Customers who aren't in your timezone won't have to wait for you to wake up to receive service. The specifics of this model require team managers to have constant control over the workflow because delays may result in the poor coordination of teams.
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