Modes of communication in FTS approach may be asynchronous or synchronous. If you have an online business or SaaS product, you probably sell your products or services globally. FTS is a special case of GSD which aims to achieve a 100% workday in software projects. 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. 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. Follow-the-Sun in Action One of our partners, a large mobile advertising and app monetization company that gets 20,000+ tickets each week, leverages the follow-the-sun model with a total team of 85 associates to support their customers around the world. Unpublished EDS working paper, 2004. In addition, passing the work to a new group lets people see the problem from a new perspective. Ultimately, this means better customer service and improved customer experiences. Support Model Ppt Slides Download | PPT Images Gallery | PowerPoint 0000063228 00000 n 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. 0000002842 00000 n Computer, 42(1):66-73, 2009. However, the distance between time zones of production can be an issue since the real-time communication between the teams can be very limited. Treinen and Miller Frost [19] published a case documenting two cases of FTS implementation at IBM. 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 VX8pt@I:4QLBfbjT,m}66 Do you also have self-service options like a knowledge database? However, one slight difference is that Agile stresses on face to face communication, whereas in FTS inter-site communication between production sites is maintained at the bare minimum by using automated tools. This workflow model is specifically designed to help address customers' needs without regard to geolocation or time zone. Quarterly Executive. (2006). Customers who aren't in your timezone won't have to wait for you to wake up to receive service. The sun never sets for businesses that rely on remote support, and global support, for customer service. Zuora also employs a daily handoff model, in which open and pending matters are passed along to the next team when one goes off duty. Provide tools: Get your system set up with the right tools so your customer service teams can collaborate and communicate easily. Christian Doerr, 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. Make your own animated videos and animated presentations for free. However, if the communication within the system is poor, it may also end up in chaos, production delays and sufficient losses for the company. 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. I have a team that is 12 hours ahead so we're not online at the same time. Let your superior service and personalized support work as a marketing advantage to find new leads and sales. When compared to traditional global software development, FTS workflow is more difficult to achieve. Follow-the-Sun Strategy: A Process for Global Software Development
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