0000013987 00000 n follow the sun model - French translation - Linguee Modern day software development is spread more and more across national and international boundaries. Tools to support data security and encryption such as VPNs are also important. Hand-offs are the central idea of the FTS approach. working only during daylight hours. This way, the problem remains a priority and is worked on until the customer is satisfied. The Mythical Man-Month: Essays on Software Engineering, Anniversary Edition, 2/E. Another documented case of FTS application was by Infosys [20] in 2005 where FTS was applied to small subsets of the project cycle. The model you choose, develop, and refine should be the one that works best for you and your customers. 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. By following the sun, the issue is worked on until it is resolved. Rimini Street Managed Services for Salesforce clients benefit from the responsive, client-centric support model that Rimini Street is known for with its Oracle and SAP enterprise software support. RUC 2003 reducing time to market using follow-the-sun techniques Any issues can be resolved in near real time since theres always a team member ready to take action.. In Global Software Engineering, 2009. In fact, a study conducted by the CMO Council found that arranging technical assistance and 24/7 accessibility were the top two ways that companies could improve product experience for users.. Do you know where you fall in industry benchmarking when it comes to customer service? The follow the sun model is based on the following principles: When a follow the sun method is implemented correctly, it will reap the following advantages for you and your business. [1] Erran Carmel, J Alberto Espinosa, and Yael Dubinsky. 0000063868 00000 n These are reactive in nature. The "Follow-the-Sun" support model is a structured model that works best for service desks that work around the clock. The three teams consist of 2 micro-teams (composite persona [17]), with at least one person from each location. Some key assumptions in deriving the above principles are listed below: Follow the sun approach involves daily handoff of the work which suggests that there will be some reduction in the project duration. Keeps Support and the business informed so IC can focus on resolution. Because they have sites spread across the world, companies using the follow the sun model will find it difficult for everybody to be in the same room at the same time. A follow the sun model keeps everyone on the same page, working towards the same project end goal., Lets walk through some best practices for setting up a follow the sun model., While a follow the sun model means teams in multiple locations could be involved, its important to define what the home base is for each project you take on, whether that is your site or another one. 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]. "Follow the sun" is a service and support model designed to address customer's needs regardless of geographic location or time-zone. [18] Josiane Kroll, Rafael Prikladnicki, Jorge LN Audy, Erran Carmel, and JudeFernandez. 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.

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