CTS – Your Technology Partner

LEAP Support Explained Pt. 1

Written by Amber Lehmann on April 29, 2015

The key factors that define the LEAP support service line were designed with two goals in mind:

  • Mitigate Risk
  • Avoid Application Failure

It’s a simple concept that is reliant on effectively managing three key supporting aspects:

  1. People (Project Teams)
  2. Tools
  3. Processes

In today’s post, we are going to discuss the “people” aspect of a LEAP support project.  It is the underlying reason why LEAP projects are successful and ultimately what keeps employee satisfaction high at CTS.

The process by which we manage the people on a LEAP support project team is critical to the success of the project.  In simple terms:

  • We develop clear career paths for our employees.
  • We cross-train members of the project team.
  • We practice what is referred to as “intentional rotation” of the project team.

At first, the term “intentional rotation” makes some people nervous.  “What do you mean by ‘intentional rotation?’  Do you mean that you are going to take a person off  the team who knows the application and replace them with someone who doesn’t?”

No – in fact, we do the opposite.  We create a complete team of knowledgeable people who know the application and can be available when needed, including holidays and weekends.  This process, by design, tackles the reality of burnout and turnover, creates multiple resources familiar with the application, ensures dedicated application maintenance, and most importantly mitigates risk for the client.  Since there isn’t just ONE person who knows your application, but rather a team that is rotated out periodically, CTS is able to prevent project burnout and retain valuable employees – employees that are valuable to us and to you.

The process begins with a named Team Lead and core team to perform the discovery and documentation. The opening team completes the initial discovery and kicks off the first (set of) deliverables. After the discovery phase ends, a rotation starts with QA leads. CTS adds more team members and an experienced Team Lead to swap with the initial Team Lead following the first rotation.  This process provides a blended team to handle cross training, functional experience and expertise, and PTO coverage.  The core support team builds initial, internal certification in their core applications. Each team member gains expertise by drafting or testing through these core application certifications. As each team member progresses in their certifications, other team members replace them at that level of expertise.  This process creates multiple resources familiar with the application at various expertise and certification levels.

This process is the key factor to the success of LEAP projects and why clients trust us time after time to manage their support projects.

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