follow the sun support model presentation

It was developed so companies can provide round-the-clock customer service, literally following the sun around the globe. Modes of communication in FTS approach may be asynchronous or synchronous. With follow the sun model, support timings are always during the day which means all your agents will be able to perform much better without requiring to alternate shifts which can affect their productivity Global visibility: Follow the sun is a great way for your company to sell globally right from the start. Opinions expressed are those of the author. The follow the sun methodology can be a game changer., Teams working towards the same goals and maintaining the same cloud infrastructure can become extremely fragmented when located in different time zones. Here are some major challenges that management should anticipate: FTS is much more complex than the shift method since the teams working on the project are normally disproportionate. 2006. listed 36 best practices and 17 challenges found in literature [14]. Open Scholars support emerging Open Learning alternatives<br />In-Class Support in Dar es Salaam, Tanzania! One of the important concepts evolved in the past decade or so is the " Follow the sun " (FTS) software development. We're committed to your privacy. 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. The method literally follows the sun so work is performed during normal work hours anywhere in the world. Support Model Ppt Slides Download | PPT Images Gallery | PowerPoint [3] Frederick P Brooks Jr. Well explain how to calculate and reduce turnover in your organization. The impact of number of sites in a follow the sun setting on the actual and perceived working speed and accuracy: A controlled experiment. 0000064539 00000 n There was a 30 and 60 minutes overlap between locations to enable the daily handover of tasks. 0000013504 00000 n 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. Slide 1 of 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. 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. IEEE, 2010. Stats around ticket volume by time of day will be your new best friend. Do you want to provide complete 24-hour service? Thank you for subscribing to our email communication. 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. We operate a 24/7 global support team - Microsoft Community PjYIh$ 3lKPt[?7\p rNt[n@rS +@G9z|t- ]P$>(h)tQ c5+${._~;i$ X~,h XOjcL^W? This is because work happens almost round the clock, compared to just eight hour efforts in traditional software workflow. Its also important to have daily stand-up meetings. For example, another Zendesk customer, Prezi, has teams in two locationsone in San Francisco and one in Budapest. Do you know where you fall in industry benchmarking when it comes to customer service? 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. Tools to support data security and encryption such as VPNs are also important. 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. [11] Siri-on Setamanit, Wayne Wakeland, and David Raffo. Following the sun: Case studies in global software development. IBM Systems Journal 45.4 (2006): 773-783. 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. Essentially, it's 24/7 support, no matter where the sun is up, without needing any customer service department to work late shifts. 2. [10] Eoin Conchir, Helena Holmstrom Olsson, Par J Agerfalk, and Brian Fitzgerald. However, if the communication within the system is poor, it may also end up in chaos, production delays and sufficient losses for the company. Because of its uncommon nature, FTS is also least practiced in the industry and has very few documented examples of success. As a result, the benefits of FTS tend to be concentrated around isolated phases rather than having an overall impact on the development cycle. We operate a 24/7 global support team. If youre a small company looking to provide global support, consider what steps you can take now to achieve your longer-term support goals. Collaboration between teams is very important in Agile, a trait which is also a characteristic of FTS model. Apart from the usual difficulties faced in globally distributed software development, FTS also has the additional challenges of managing daily job hand-offs. 0000008134 00000 n Improving global software development project performance using simulation. z.,'ECC4@ad4pw7?/.iyfhLV%=>=(TvxZN}!p7oN3~4T i+U[8 fZ)6 +r) When I got there, the guy was locking the front door., I said, 'Hey, the sign says you're open 24 hours. Many factors influence the need to develop the products quickly such as avoiding contract creep, schedule slippages, budget overruns and other managerial reasons. In Global Software Engineering (ICGSE), 2010 5th IEEE International Conference on, pages 165174. Computer, 42(1):66-73, 2009. If your teams are separated by 12 hours, no time is perfect to schedule regular meetingsno matter when the meetings are scheduled, one of the sites will be outside of regular business hours. The University of Dar es Salaam Computing Centre is going to offer you in-class facilitation of all of the openEd 2.0 course modules against a moderate fee.<br /> 28.

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