To get a proper picture of the background on FTS, there is a need to understand a development pace and its associated concept of time to market, which are the main drivers of the development of FTS. "Follow the sun" is a service and support model designed to address customer's needs regardless of geographic location or time-zone. Since the teams may have different tasks, it is important to ensure that each team has a common understanding of goals, methods and company policies. Journal of Product Innovation Management, 9(1):53-69, 1992. Sorry something went wrong, try again later? Lucidscale connects to major cloud sources like Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP) to pull in data automatically. It is always noon somewhere, right? This infrastructure must always be available on demand and accessible. Within the FTS approach, one of the teams always plays a leading role, being responsible for strategic planning, quality assessment and much more. Global business processes such as call centres or help desks are not counted under the FTS umbrella. You can, however, start planning for it. 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. Read on to learn what a follow the sun model is and how to implement it at your company. Let your superior service and personalized support work as a marketing advantage to find new leads and sales. But as you grow, you begin to standardize, build out streamlined processes, and build teams. Do you also have self-service options like a knowledge database? For some companies, it means providing anytime, anywhere, 24/7/365 supportthe original definition of the follow-the-sun model. With so many architecture models out there for you to base your system designs on, what makes a follow the sun model stand out? This is very important especially for industries whose products become outdated in a very short time (e.g. That means customers requests and communications are coming in quickly and oftenand these businesses must meet that demand. Bugs and production problems are almost a certainty, this means companies need to organise resources and build capability to . 8. Communication through emails and Slack with 16+ hour gaps between responses can lead to deployment missteps, security breaches staying open longer, and IT engineers completing redundant work., With a follow the sun model, on the other hand, daily handoffs of projects and tasks build better communication lines between global offices and their network engineers. Treinen and Miller Frost [19] published a case documenting two cases of FTS implementation at IBM. [15] Christian Visser and Rini van Solingen. Many factors influence the need to develop the products quickly such as avoiding contract creep, schedule slippages, budget overruns and other managerial reasons. Cloud support model with customer responsibility.
On-Call and Incident Response: Lessons for Success | New Relic What is a follow the sun model? - Zendesk UK FTS is a special case of GSD which aims to achieve a 100% workday in software projects. Theres no reason to leap forward with global support if most of your customers are in only one or two regions. To manage the workflow efficiently the principles shown in Fig. Three categories of challenges were found, namely challenges in coordination (e.g. 0000010855 00000 n
You'll have increased response times, fewer delays in solving issues, and satisfied customers. ICGSE 2009. Free and premium plans, Customer service software. . Pearson Education India, 1995. Figure 1: Follow the Sun approach follows a 24h task hand-off based approach to software development. A daily dose of irreverent and informative takes on business & tech news, Turn marketing strategies into step-by-step processes designed for success, Spotlighting bold Black women entrepreneurs who have scaled from side hustles to profitable businesses, For B2B reps and sales teams who want to turn complete strangers into paying customers, Get productivity tips and business hacks to design your dream career, Free ebooks, tools, and templates to help you grow, Learn the latest business trends from leading experts with HubSpot Academy, All of HubSpot's marketing, sales CRM, customer service, CMS, and operations software on one platform. For example, you may need skilled bilingual managers and associates to help with international communications. It is interesting to note that there have been very few documented cases of successful FTS application in the software industry. 0000013868 00000 n
The sun never sets for businesses that rely on remote support, and global support, for customer service. HVKn0Hi[dh;>~K@ HhD^ @)+{J:=,q&U^yZVf|7Gv1$[l3/ S 29=
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follow the sun model - French translation - Linguee Slide 1 of 5. As described by Carmel [1], the agile methodology is best suited for FTS. They are summarized in the table below.
Follow the Sun From our experience, I would like to point out the major ones: Under no circumstances should the FTS model be reduced to the distant custom support team. 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. FTS feasibility study: In 2013 there was a feasibility study of FTS in the industry [18]. It may take more time than anticipated to ask questions and receive answers. [20] ZONE, HOW INFOSYS MANAGES TIME. 7. As well, such expansion can always have a positive impact in terms of brand development and brand promotion. If the workdays among satellite offices overlap, work can be passed from an office that is shutting down for the day to an office that is still open or just starting its day. 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]. Formal systems such as discussion forums or internal Wiki sites may prove to be useful. 0000063868 00000 n
With rising customer expectations around better service in todays macroeconomic environment, its important to lean on customer education programs to boost agent knowledge and productivityand to help your business retain customers. listed 36 best practices and 17 challenges found in literature [14]. 0000065007 00000 n
Infosys concluded that applicability of FTS was limited and highly specific to the nature of the task at hand. FtVz:-zn>\M~J/CeTb{POj"}"yX-hD]0)u&Z?C4SX0;53mHp 8Q[M#A.l{ GrhhXE3rVY)^a. +
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But in reality not many companies are following this methodology due to a few documented successes and a significant lag in FTS research. Opinions expressed are those of the author. 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. Presenting support model PPT slide template. culture and language). 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. 0000013630 00000 n
Let's talk about providing 24-hour support without overwhelming one location and forcing staff to work overtime. If youre using a customer service platform with great analytics, youll be able to make data-driven decisions about the right time to expand globally. 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. Some sites could feel isolated and out of the loop. 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. 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. A follow the sun model can help your organization provide 24/7/365 support to customers across the globe, regardless of time or location. When I got there, the guy was locking the front door., I said, 'Hey, the sign says you're open 24 hours.
Sign-up and get customer insights, trends, and more in your inbox. Follow the sun software development: New perspectives, conceptual foundation, and exploratory field study. System Sciences, 2009. With Lucidscale, you have a single source of truth for every project, feature, and bug being worked on by IT engineers. A follow the sun model can help your organization provide 24/7/365 support to customers across the globe, regardless of time or location. 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.
On-Call Rotations and Schedules | Articles | PagerDuty FTS approach has only a handful of documented cases of industrial success because of its nature. 0000067800 00000 n
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See how this model can benefit your IT department. on, pages 185194. The method literally follows the sun so work is performed during normal work hours anywhere in the world. A feasibility study of follow-the-sun software development for gsd projects. If communication issues are not addressed they will create significant challenges in FTS adoption. Plus, with a follow the sun model established, your company will be better prepared to support customers around the world, allowing your business to branch into new markets. 0000002089 00000 n
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. Every time you learn you have a new customer base, you find someone to support them. 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. 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? User interface data decision support system model with arrows and icons. Do you know where you fall in industry benchmarking when it comes to customer service? If youre a small company looking to provide global support, consider what steps you can take now to achieve your longer-term support goals. Follow the sun is also used by software development teams that are spread out across global sites. Challenges and improvements in distributed software development: A systematic review. F @_|Ln
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Te2`nf This is a highly collaborative, communicative approach to customer service, and it's a delicate line to balance. Additionally, it will help you determine the processes you currently use and if your customer support is robust enough -- do you offer email, phone, and live chat support? And when they are working together within the FTS model, it only doubles the trouble. Free and premium plans, Sales CRM software. With this intuitive, cloud-based solution, everyone can work visually and collaborate in real time while building flowcharts, mockups, UML diagrams, and more. As a result, the benefits of FTS tend to be concentrated around isolated phases rather than having an overall impact on the development cycle. 4KKq#VPd)M(*=X
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d`rdadcNaVdnep!!!!|F_f0b The. 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. Tools to support data security and encryption such as VPNs are also important. 0000015792 00000 n
Are the majority simple, transactional issues like password changes and processing returns, or are they more complex technical issues requiring more resources? 0000002691 00000 n
This schedule is determined by global stock exchange hours. The major benefit is the development duration or the potential in reducing the time-to-market. The Follow the Sun model allows brands to spread customer support over multiple time zones, which provides the necessary support that customers might need at odd hours of the night, or if they themselves are living in a different time zone. [18] Josiane Kroll, Rafael Prikladnicki, Jorge LN Audy, Erran Carmel, and JudeFernandez.
How Follow the Sun Model helps you Deliver 24/7 Global Support Project collaboration becomes immensely easier when the status of each task (and the progress made on the task) is clearly documented. [6] Carmel, Erran, Yael Dubinsky, and Alberto Espinosa. Although there were very less successful cases, some companies still showed positive intent in applying FTS model. Still, it did, and that is where our plan and ability to coordinate staff remotely across the world helped keep all the processes running. 1 gives the relevant facts regarding various working schemes. To say that life during the global pandemic has recentred our focus on health is an understatement. And due to these restraints, teams may have a tough time truly collaborating. 'r( bU:nL,/C^=E#$c;kNaw ] ^6JaI-~5%)IScN8D!MZl1?/*8(Y 7 3go>".X@`kDe!K In creating a support structure based on this schedule, they examined the business units they needed to support and each region. Managing international teams may be a challenge. In Global Software Engineering Workshops (ICGSEW), 2013 IEEE 8th International Conference on, pages 1823. 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. There is only one site that owns the product at any point in time. We operate a 24/7 global support team. If not, determine what you are able to provide customers right now as you work toward your long-term 24-hour service. Our offerings for Salesforce include the same 24x7x365, follow-the-sun support with a guaranteed response of under 10-minutes for P1 critical issue .
Follow-The-Sun Model: How To Overcome Challenges And Discover - Forbes [2] Murray R Millson, SP Raj, and David Wilemon. Where are our customers primarily located? In California, teams start in waves at 7am, 8am, and 9am (PST). Agile also provides an opportunity for every team to maintain a sustainable pace of development i.e. The model you choose, develop, and refine should be the one that works best for you and your customers. The various composition features of this PowerPoint image like the design, color, text, etc. 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. With many sites all working on the same project, the daily handoff can become a bottleneckespecially if the other team doesnt understand the problem or if their work introduces a new problem. They also need to train employees on how to use the software and then respond to any service tickets upon deployment. At the same time, I can attest that it takes considerable investment, time and human resources. A global service model in place to keep every team member connected, consistent and making continual progress on projects, tasks, and bug fixes.
Documenting how many resources are available every month at the start of a new project will help your team determine accurate timelines and avoid team member burnout.
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