Red Hat Global Support Services: The Move to Relationship-based Customer Servicing and Knowledge-centered Support
商品編號：9B11E036
出版日期：2011/12/01
再版日期：
商品來源：Ivey
商品主題：International Business; Information Systems
商品類型：Case (Field)
涵蓋議題：Customer Relations, Computer Industry, Service Operations, Process Design/Change, United States
難易度：4 - Undergraduate/MBA
內容長度：19 頁
地域：United States
產業：Professional; Scientific; and Technical Services;
事件年度：2009
In the 1990’s, Red Hat established itself as a leading proponent of the open source software movement and sought to carve out for itself a significant role in the open source marketplace. As of 2011, the company reported $177 million in Non-GAAP operating income in FY2010, based on revenues of $748 million. Red Hat’s market capitalization was set at $8 billion as of January 25, 2011. It operated 65 offices worldwide, including 12 Global Support Service Centers, and employed 3,580 people. The Red Hat brand is most closely associated with Linux even though their stable of product offerings grew to include a number of other noteworthy system software and middleware products, such as JBoss and Red Hat Enterprise Virtualization. As Red Hat's Linux product line came to be widely accepted as a enterprise software platform, the company transformed its thinking about and delivery of customer support. This case study explores the innovative ways that Red Hat went about this transformation process.
教學手冊：8B11E036
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