follow the sun support model presentation
Self-service is often the best place to start when building out global support, but some companies overlook self-service because it feels like there arent enough resources to build out a nice-looking repository of help articles. 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. Follow the Sun 4KKq#VPd)M(*=X i d`rdadcNaVdnep!!!!|F_f0b That means customers requests and communications are coming in quickly and oftenand these businesses must meet that demand. I have a team that is 12 hours ahead so we're not online at the same time. In reality, setting up a Help Center doesnt have to be a monumental task, and by offering community forums, you can give your customers the chance to help each other. 0000067044 00000 n Presenting support model PPT slide template. The process of hand offs must be smooth and conflict free. 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. 0000063267 00000 n 8. [20] ZONE, HOW INFOSYS MANAGES TIME. Think of the home base as the product owner. 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. 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 efficiency of the number of hours per day spent on actual development is much higher in the FTS model when compared with traditional software development [1]. In Agile Conference, 2005. We have showed earlier that using the concept of calendar efficiency, FTS gives lot of room for decreasing the development time. That's why as the assets are transferred to the next team, you need to ensure that detailed workflow documentation and technical tasks do not require further clarification. Follow The Sun Model: 24/7 Customer Support | Gladly Open Scholars Know How to License Their Work for Maximum Impact<br /> 29. Powerpoint is an application developed by Microsoft which allows users to create slides of important information to present. For some companies, it means providing anytime, anywhere, 24/7/365 supportthe original definition of the follow-the-sun model. By following the sun, the issue is worked on until it is resolved. Open Scholars support emerging Open Learning alternatives<br />In-Class Support in Dar es Salaam, Tanzania! Many companies are looking for efficiency in software development in terms of quality and development time. Do you also have self-service options like a knowledge database? Expertise from Forbes Councils members, operated under license. This can be done by evaluating when your customers need you most, and carefully considering how to meet them where they are. The FTS model has proven its potential for decreasing time to market, accelerating product development and ensuring consistent client communication. For others, keeping all major communication and production processes in a single office or at least legislation may make more sense. Follow the Sun: Introduction (1 of 3) The Sun's apparent path across the sky for each day of the calendar year - from sunrise roughly East to maximum altitude (or "culmination") exactly South to sunset roughly West - has been observed and thought about for at least the last 5000 years. As a result, the benefits of FTS tend to be concentrated around isolated phases rather than having an overall impact on the development cycle. A detailed analysis needs to be done in order to understand the advantages to be gained in time. IT architecture and the people who program and maintain the architecture can make or break a companys daily operations, particularly for companies with a global presence. Deriving Mutual Benefits from Offshore Outsourcing: The 24-Hour Knowledge Factory Scenario. (2007). Figure 2: Calendar Efficiency in different Working Modes [1]. Managing and continuing recruiting and growing regionally helped implement the FTS model for all departments and reinforced the ability to provide top-notch customer service. 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. In the gaming and retail industries, for example, 24/7/365 support might be pretty standard. Its also a great record to have on hand to show various stakeholders just how much your department can accomplish in any given window of time., Visualizing your cloud infrastructure in a centralized location that is accessible to all global team members will create an accurate and consistent picture of your follow the sun model from day one. 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. This in turn increases productivity. According to Carmel [1], FTS has challenges such as coordination barriers, cultural differences, and communication difficulties depicted in Fig. With so many architecture models out there for you to base your system designs on, what makes a follow the sun model stand out? 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. With this intuitive, cloud-based solution, everyone can work visually and collaborate in real time while building flowcharts, mockups, UML diagrams, and more. Service and development sites are spread out across many time zones, allowing work to be passed from location to location. 2 traditional software development stresses on minimal job hand-offs, whereas FTS focusses on day-to day job hand-offs [1]. The impact of number of sites in a follow the sun setting on the actual and perceived working speed and accuracy: A controlled experiment. Texas Farrier Supplies,
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follow the sun support model presentation