follow the sun support model presentation

We operate a 24/7 global support team - Microsoft Community 0000068561 00000 n In creating a support structure based on this schedule, they examined the business units they needed to support and each region. IBM Software Group IBM Software Group Rational software Click to edit Track Number on Title Master Reducing Time to Market Using Follow-the-Sun Techniques Alex Cameron EDS Alex.Cameron@eds.com. But in reality not many companies are following this methodology due to a few documented successes and a significant lag in FTS research. One key benefit of a follow the sun model is high uptime. Others, such as Gupta [5], also make similar observations and propose that FTS is very well suited to support core agile practices. Unpublished EDS working paper, 2004. FTS could provide significant benefit in dealing with these aspects. on, pages 185194. In California, teams start in waves at 7am, 8am, and 9am (PST). 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 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. @|Q%q_2.gINPQ1Aq!>(ob@d9I8j3.a(fdb@n@8nZk;aza azv(;@ r endstream endobj 129 0 obj <>>>/Metadata 126 0 R/Outlines 108 0 R/PageLayout/SinglePage/Pages 123 0 R/Type/Catalog/ViewerPreferences<>>> endobj 130 0 obj <>/ExtGState<>/Font<>/ProcSet[/PDF/Text]/Properties<>/XObject<>>>/Rotate 0/Tabs/W/Thumb 109 0 R/TrimBox[0.0 0.0 612.0 792.0]/Type/Page>> endobj 131 0 obj [/ICCBased 142 0 R] endobj 132 0 obj <> endobj 133 0 obj <>stream Are the majority simple, transactional issues like password changes and processing returns, or are they more complex technical issues requiring more resources? 42nd Hawaii International Conference on. Read on to learn what a follow the sun model is and how to implement it at your company. With so many architecture models out there for you to base your system designs on, what makes a follow the sun model stand out? IEEE, 2005. We showed that there are three main research themes, namely challenges and best practices, location selection and hand-offs management. The term calendar efficiency helps in understanding the analysis further. Well explain how to calculate and reduce turnover in your organization. The three teams consist of 2 micro-teams (composite persona [17]), with at least one person from each location. Research in Follow-the-Sun software development has been done since 1990. For others, keeping all major communication and production processes in a single office or at least legislation may make more sense. The tools you use should emphasize team collaboration and the automation of reporting, scheduling, planning, and progress tracking. The purpose of this article was to present a comprehensive study on the FTS model for software development. Modes of communication in FTS approach may be asynchronous or synchronous. Regardless of where the bulk of customers are located, if you know that youre receiving a lot of tickets outside of your standard support hours, then its time to start thinking about a rotational support model. 0000007104 00000 n As well, such expansion can always have a positive impact in terms of brand development and brand promotion. We have underlined some of the essential concepts of FTS such as use of Agile for FTS, tools required and learnings from past experiences for the efficient implementation of FTS. Initial handoffs mainly consisted of daily work summaries, which were later augmented by knowledge transfer activities. Shifting to a remote-based model streamlined our FTS approach with the ability to provide client services without opening an office location first. 0000067044 00000 n FTS feasibility study: In 2013 there was a feasibility study of FTS in the industry [18]. The number of sites had only a small impact on the accuracy. 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. Slide 1 of 2. Teams must be able to define what work has been done and what work is expected next in the process. The geographically dispersed nature requires the use of software applications which facilitate tele-conferencing, VoIP calling, instant messaging etc. Research concluded that nine aspects of management are important for improving hand-offs efficiency [16]: improving communication quality, ensure knowledge transfer between team members and production sites, management of hand-offs information, developing teams trust before and along the project, ensure compliance of deadlines, establishing time rules, providing proper technology and tools, delegating responsibility and coordination of task allocation. [3] Frederick P Brooks Jr. Lucidscale connects to major cloud sources like Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP) to pull in data automatically. I have a team that is 12 hours ahead so we're not online at the same time. 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. Are you able to provide 24-hour service at this time? 7. Software tools used for actual FTS implementation must include both managerial and technical aspects, to adapt to the changing requirements of the software development process. 0000002842 00000 n It is quite possible that hundreds of software developers and testers can be working on a project in cycles. time zone difference and hand offs management), communication and culture. Prashanth G.L, Santosh Malagi, Laurens Van Den Bercken, Ade Setyawan Sajim and Bernd Kreynen are the authors of this blog. Slide 1 of 5. 3 levels of support delivery model. The iteration period lasts for a short time period (between two to four weeks). A follow the sun model can help your organization provide 24/7/365 support to customers across the globe, regardless of time or location. To fulfil this need, most firms try various strategies such as working overtime, skipping steps and setting aggressive deadlines. With this intuitive, cloud-based solution, everyone can work visually and collaborate in real time while building flowcharts, mockups, UML diagrams, and more. We identified three main themes, namely challenges and best practices, location selection and hand-offs management. ppt.gc.ca. Believe it or not, the Covid-19 pandemic certainly influenced the decision to bring this powerful idea to life with local client support branches and personnel on every continent. There is a common product repository which allows each site to be in sync with their work at the end of each workday. Follow-the-sun - Wikipedia listed 36 best practices and 17 challenges found in literature [14]. Try another search, and we'll give it our best shot. Agile seems to be the best and most suitable for FTS based approaches because the principles of Agile anf FTS complement each other. The. The follow the sun model gives your employees their lives back to spend more time with family and recreation. Determine when your customers need you the most so you can define your goals around their needs. Lucidchart is the intelligent diagramming application that empowers teams to clarify complexity, align their insights, and build the futurefaster. 0000003713 00000 n Proceedings, pages 218{224. ppt.gc.ca. Managing international teams may be a challenge. You may unsubscribe from these communications at any time. 0000002089 00000 n 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 Project handoffs are done on a daily basis at the end of each shift. This can be achieved in a variety of ways. 24 hours per day, 7 days per week. Software development involving multiple global locations in different time zones is not always FTS if it does not satisfy all the criteria mentioned in the. Open Scholars Know How to License Their Work for Maximum Impact<br /> 29. IBM in 1990s was probably one of the first companies to record the implementation of FTS in its software development teams globally [1]. Your plan needs to include specific roles, processes, and training necessary to meet customer expectations. Let's review the diagram below. Selecting locations for follow-the-sun software development: Towards a routing model. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. Cameron [13] highlights the example of FTS application at EDS (now a part of HP). Results are generally from case or field studies, resulting in identified challenges and best practices to improve the methodology. follow the sun model - French translation - Linguee This efficiency further increases with the number of locations and shifts. 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. Thank you for subscribing to our email communication. 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. In Global Software Engineering Workshops (ICGSEW), 2013 IEEE 8th International Conference on, pages 1823. In this article, based on my personal experience, I will point out some of the tasks the FTS model helps to solve best and what you should know about the FTS model to help your agency reach its goals. "Follow the Sun" Support Model for Business Intelligence Its a great way to optimize your support. To manage the workflow efficiently the principles shown in Fig. Still, it did, and that is where our plan and ability to coordinate staff remotely across the world helped keep all the processes running. What is a follow the sun model? - Zendesk UK Background, main ideas and principles behind FTS were discussed followed by a brief review on Agile for FTS, advantages and limitations of FTS. 0000001891 00000 n . Additionally, you won't have to hire any customer service reps to work a night shift -- meaning you'll have happier employees who are working reasonable hours.

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