In addition, team members in the Beijing office start at 7am, 9am, 1pm, and 2pm CST (China Standard Time). Free and premium plans, Operations software. Proceedings, pages 218{224. Picture this. Handoffs management in follow-the-sun software projects: a case study. Follow the sun: distributed extreme programming development. Health Program Analyst Skills For Your Resume And Career - Zippia Because of these reasons FTS is best suited for Agile. This efficiency further increases with the number of locations and shifts. 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. Make your own animated videos and animated presentations for free. We have showed earlier that using the concept of calendar efficiency, FTS gives lot of room for decreasing the development time. But not every industry really requires that. 0000065007 00000 n You may opt-out by. 2013. 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. What about the companies your business aspires to emulate? Do we get enough tickets from each timezone to support a customer service agent. Follow the sun is also used in software, technology, and other sectors as a customer service model. Infosys concluded that applicability of FTS was limited and highly specific to the nature of the task at hand. This can be done by evaluating when your customers need you most, and carefully considering how to meet them where they are. Essentially, it's 24/7 support, no matter where the sun is up, without needing any customer service department to work late shifts. The top three best practices that were found in research are agile methods, the use of technology for knowledge sharing (e.g. Although these regions share the English language, there were cultural differences, for example, one culture has more emphasis on self-sufficiency; therefore they tend not to ask for help when problems come up. This schedule is determined by global stock exchange hours. Follow-the-sun schedule - The follow-the-sun schedule is used by teams that may work internationally in different time zones, and ensures full 24/7 coverage. z(nK9:QS%i$MEaab:a=KpLD;so@ Linear sequential approaches such as the Waterfall model seem to be inefficient for the FTS approach. A systematic literature review of best practices and challenges in follow-the-sun software development. Is a follow the sun model right for your IT and cloud teams? Response times are increased, delays in problem-solving are reduced, and customers are satisfied. Another consideration is the way you use technology. What Is Follow-the-Sun and Why Should You Care? 0000013987 00000 n We identified three main themes, namely challenges and best practices, location selection and hand-offs management. [20] ZONE, HOW INFOSYS MANAGES TIME. Your follow the sun presentation service - YouTube If communication issues are not addressed they will create significant challenges in FTS adoption. To fulfil this need, most firms try various strategies such as working overtime, skipping steps and setting aggressive deadlines. hb```b``b`2^21 Pc3HbL=6(TMA`2 DeI&6P)be7fLS;X|Oim5kQT,.Fj=,gwK,7# Follow-the-sun support with JIRA Service Desk - Valiantys When you keep everyone on the same page, service ticket times go down, security gets stronger, workflows become more seamless, and customers receive a better technical experience. To visualize, we created the diagram below: Global customer support might not be necessary for every company, but it's important to begin using a global customer service model if you have international customers who are submitting tickets while you're asleep. Then, use a calendar to map out how many employees will work each shift in each time zone and how many hours are worked each week all together. Though the teams faced initial setbacks due to cultural differences and technical glitches, by re-orienting their thinking they could successfully implement agile practices across all locations on a single working codebase. PjYIh$ 3lKPt[?7\p rNt[n@rS +@G9z|t- ]P$>(h)tQ c5+${._~;i$ X~,h XOjcL^W? It was developed so companies can provide round-the-clock customer service, literally following the sun around the globe. 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. [1] Erran Carmel, J Alberto Espinosa, and Yael Dubinsky. What in the world is the "Follow-the-Sun" support model? The result was that the project was completed in 5.5 weeks, while it was estimated to be completed in 6 weeks in non-FTS mode, so it reduced time. Read on to learn what a follow the sun model is and how to implement it at your company. Stars, 16 Agency Leaders Explore The SEO Trends Impacting Their Work In 2023, 15 Smart Ways To Address High Employee Turnover, How Vietnam's Entertainment Industry Can Increase Its Global Reach, 6 Best Practices For CEOs And Professional Leaders Using LinkedIn. The iteration period lasts for a short time period (between two to four weeks). The initiative was unsuccessful, and the project was ultimately implemented using only the essential principles of global software development. Following the sun: Case studies in global software development. IBM Systems Journal 45.4 (2006): 773-783. The various composition features of this PowerPoint image like the design, color, text, etc. Nataliya Andreychuk is the CEO of Viseven. 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. 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 is because work happens almost round the clock, compared to just eight hour efforts in traditional software workflow. Many translated example sentences containing "follow the sun model" - French-English dictionary and search engine for French . WDSGlobal case study: In 2004 a study conducted within the company of WDSGlobal reported the following list of what worked in FTS software development (when doing Extreme Programming) [7]: The study reported the following lessons that were learned: The study involved teams from the USA, UK and Singapore. System Sciences (HICSS), 2014 47th Hawaii International Conference on, pages 331339. Oops! 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. The "follow-the-sun" model is about providing the support that clients and customers need by way of a global workflow that literally follows the sun. What is the Follow the Sun Customer Support Model? HWY1S%lI^t#ByFwOC+aPvrsjL ITSM Support Model ITSM is built on the core belief that IT is a concept that needs to be delivered as a service. It is quite possible that hundreds of software developers and testers can be working on a project in cycles. Do you want to provide complete 24-hour service? [8] Christian Doerr. Or, consider the approach at Solium, which provides an equity management platform that performs real-time trades 21 hours per day. 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. These questions will help you determine if you have enough tickets coming in from each area in the world and if it's a standard practice to offer 24/7 support. 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. Service and development sites are spread out across many time zones, allowing work to be passed from location to location. The process of hand offs must be smooth and conflict free. What Is the Follow the Sun Model? | Lucidchart Blog For example, in the United States, some of your employees could start the day at 6:00 a.m. to support the Eastern and Central Time Zones. 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? 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. Time to market is the amount of time it takes from the moment the product is conceived until the product is available for use or sale. follow the sun workflow in global software development. 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. Support Model Ppt Slides Download | PPT Images Gallery | PowerPoint 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. 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. However, the distance between time zones of production can be an issue since the real-time communication between the teams can be very limited. listed 36 best practices and 17 challenges found in literature [14]. "Follow the sun" is a service and support model designed to address customer's needs regardless of geographic location or time-zone. Many companies. IEEE, 2014. They meet their global support goals by working together, providing a combined 18 hours a day of coverage. Organization Support: Role Communications Manager (CM) Description Coordinates emergency communication strategy across teams: customer success, marketing, legal, etc. There are numerous advantages if the FTS implementation is successful which are reduced time-to-market, reduced software costs, increased international relationships leading to better diversity among companies, etc. "Follow the Sun" Support Model for Business Intelligence It is also known under different names such as 24 hour development or Round the clock development. One of the important concepts evolved in the past decade or so is the Follow the sun (FTS) software development. No one prepared us for the pandemic, but it changed the world and how we look at work tremendously. Naturally, the language and culture barriers do not seem like such big obstacles these days. It is a model in which work from one site is handed over to another, which is many time zones away (for example, U.S.A to India), in order for the work to be advanced while one team rests for the night. Journal of Product Innovation Management, 9(1):53-69, 1992. If all the IT teams within your company use a follow the sun model, the project could be completed in days. [7] Monica Yap. Are you able to provide 24-hour service at this time? Figure 4: Agile is a perfect choice of software development methodology for FTS. After considering your demographics and volume, could you make up some of the support volume by using a mobile app? Try another search, and we'll give it our best shot. In traditional software development, global teams are less dependent on one another and usually do not pass on the work (hand-off). For example, a baseline work week is 30 hours after taking into account non-task activities. Follow-the-sun support model is a very common paradigm for enterprise support companies wanting to deliver round the clock critical support for business critical applications. 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. Determine when your customers need you the most so you can define your goals around their needs. Selecting locations for follow-the-sun software development: Towards a routing model. 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. Most of the current code repositories are cloud based and accessible across geographies. 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. Working normal daylight hours keeps employees happy, healthy, and motivated to work while your company is still able to offer round-the-clock service. The follow the sun customer support model is designed to address customer needs without regard to geographic location or current time. A global service model in place to keep every team member connected, consistent and making continual progress on projects, tasks, and bug fixes. Results are generally from case or field studies, resulting in identified challenges and best practices to improve the methodology. See how this model can benefit your IT department. And due to these restraints, teams may have a tough time truly collaborating. Granted, once the pandemic restrictions started to lift, we followed suit with offices. Modes of communication in FTS approach may be asynchronous or synchronous. Two case studies reported on the application of FTS in software development is elaborated below. In Global Software Engineering, 2009. There are several major differences between traditional globally distributed software development and the FTS approach. One shortcoming of this article is that we have only investigated the effect of FTS on speed, not on the product quality because of lack of suitable documented references. Lastly, we showed that there was a study which researched hand-offs management. The truth is, follow-the-sun support is simply a method meant to satisfy customersregardless of time or location. In other words, Follow the Sun is a 24/7 customer support approach for local and international clients. Open Scholars support emerging Open Learning alternatives<br />In-Class Support in Dar es Salaam, Tanzania! It is used mainly for school presentations and businesses. 'r( bU:nL,/C^=E#$c;kNaw ] ^6JaI-~5%)IScN8D!MZl1?/*8(Y 7 3go>".X@`kDe!K Let's talk about providing 24-hour support without overwhelming one location and forcing staff to work overtime. If possible, these meetings could be conducted during the hand-off so that the team can better communicate and share knowledge with each other. 42nd Hawaii International Conference on. 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. Challenges and improvements in distributed software development: A systematic review. Although there were very less successful cases, some companies still showed positive intent in applying FTS model. Agile has several characteristics which support FTS adoption [6]. This means that one team takes over the task when the first team is over. Follow The Sun Model: 24/7 Customer Support | Gladly The effective utilization of code repositories and version control management systems is crucial to the success of the FTS approach. IEEE, 2009. 0000064539 00000 n 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. Overall it was found that increasing the number of sites in a daily cycle increased the working speed. This project involved five global teams distributed across five different countries. 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. Figure 2: Calendar Efficiency in different Working Modes [1]. The first one involved a software development project consisting of teams in the United States and Australia and met with high degree of success. endstream endobj 134 0 obj <>stream
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