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Designing Open Collaboration in Red Hat Global Support Services

Red Hat's Global Support Services (GSS) organization is accountable for customer loyalty. In that capacity, we're in the business of solving complex technical problems experienced by our customers. In February of 2009, the GSS management team began a journey to determine if we could serve our customers better, and ultimately increase customer loyalty, by improving the ability of our highly trained technical support associates to collaborate with each other. The fundamental idea was that if we could take away certain structural, cultural, and procedural barriers that separated different groups of associates, we could increase the flow of knowledge, reduce the duplication of efforts, and ultimately provide customers with more accurate, more consistent, and faster results.
 
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