Red Hat Case

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Red Hat Case

Problems:

* Lack of support coordination across the company’s various divisions and geographic regions and an inability to prioritize the needs of larger customers * GSS personnel lack of leadership training and selection * Red Hat looking to build a team of members that would be focused to be able to sustain a great level of customer satisfaction with their customers through each sector. * Also each employee must be willing to have that open mind to be a team player therefore everybody would be able to come together and work as a team instead of I.

Concepts, Models, Or Theories:

Knowledge, support and advice are critical elements of any technology company's delivery model. Red Hat, the leader in open source, is also the leading provider of open source services. Red Hat Services is divided into three key service areas. Investment in Red Hat technology brings affordable, enterprise-class software into your datacenter. Red Hat Services has a proven track record helping customers fully utilize the value of their subscriptions. Red Hat’s consulting, training, and global support offerings equip you with the knowledge, professional support, and hands-on skills to ensure success with every Red Hat Linux and JBoss corporations. Customer value is a strategic weapon in attracting and retaining customers. Delivering superior customer value has become a matter of ongoing concern in building and sustaining competitive advantage by driving customer-relationship-management performance. An business intelligence framework provides the policy direction, standards and best practices required to ensure that business intelligence reporting and analysis meets organizational requirements. It is comprised of: Data management standards and best practices; Project management framework; and Metrics management.

The Kano model is a theory of product development and customer satisfaction developed in the 1980s by Professor Noriaki Kano which...
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