The implementation of FTS, if not practiced correctly, may result in failures and projects going over budget [10]. In other words, Follow the Sun is a 24/7 customer support approach for local and international clients. Beside this benefit, there are also other advantages as well which can be found on Fig. Results are generally from case or field studies, resulting in identified challenges and best practices to improve the methodology. To manage the workflow efficiently the principles shown in Fig. Let's review the diagram below. 0000069194 00000 n . For instance, I could post for the other team to monitor a ticket I have opened. You'll have increased response times, fewer delays in solving issues, and satisfied customers. Shifting to a remote-based model streamlined our FTS approach with the ability to provide client services without opening an office location first. Figure 1: Follow the Sun approach follows a 24h task hand-off based approach to software development. 0000065082 00000 n [15] Christian Visser and Rini van Solingen. As described by Carmel [1], the agile methodology is best suited for FTS. Follow the Sun: Introduction (1 of 3) - SlideServe Its hard to fill swing or overnight shifts. Background, main ideas and principles behind FTS were discussed followed by a brief review on Agile for FTS, advantages and limitations of FTS. HVKn0Hi[dh;>~K@ HhD^ @)+{J:=,q&U^yZVf|7Gv1$[l3/ S 29= 25~xZOFXO_/Y 9vO,sI:bqgj-1`tIfZ{L#D9t5@R\B/PN=@7c8@T5jF/0'?daCE]7K'e%JtQSe,86^8Gv8[G@2S7 ^fH!7x%7Zo>.Wckhb|j\p{>K"N{cn; It may take more time than anticipated to ask questions and receive answers. As someone who has been working with the top 100 pharma companies, I know that preparation and planning are key. The ability of project management tools to integrate with development tools can help reduce the duration of project cycles in FTS. But other companies may determine that they can meet their global support needs with other tactics. The FTS approach is based on the principle of handing-off unfinished work to the next location at the end of work day. Note that it will only suit some business models. Provide tools: Get your system set up with the right tools so your customer service teams can collaborate and communicate easily. ](Ohg2jFy0tz H`?d/r_@IEPCZGr H This workflow model is specifically designed to help address customers' needs without regard to geolocation or time zone. The sun never sets for businesses that rely on remote support, and global support, for customer service. PowToon is a free . Open Scholars support emerging Open Learning alternatives<br />In-Class Support in Dar es Salaam, Tanzania! Please select this checkbox if you do not wish to receive marketing communications from Zendesk. This means that efficiency in task hand-off is of paramount importance to the success of the FTS approach. 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. ). The handoff process can become the weakest point in your model due to technical, cultural, and communication style differences across each team., This is where Lucid can really help you shine. Modern day software development is spread more and more across national and international boundaries.
Rockport Ma Police Log,
How To Get A Venomous Snake Permit In California,
Articles F
follow the sun support model presentation