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... Read more
Most of the industrial pioneers who created “modern” management—individuals like Frederick Taylor, Frank Gilbreth, Henry Ford, Alfred Sloan, and Donaldson Brown—were born in the 19th century. These bold thinkers would no doubt be surprised to learn that their inventions, which included workflow... Read more
Some of my collegues at Red Hat have been working for some time now on a book/wiki titled The Open Source Way. It is aimed at answering the very important questions of "How?" for a given set of Whats, and its a very important resource for those who are ready to roll up their sleeves and to start... Read more
Software engineers of corporate America are wired in a way that promotes fear. It hurts creativity and growth. And open source is finally changing that. Let’s try the following exercise: Write down three things that come to mind when you see the following email subject from your company’s CEO in... Read more
As the “Fasten Seatbelts” sign goes off in the global economy and CEOs step out of their crisis-control command centers, they must now decide: Should we go back to leading from atop the organizational pyramid—or should we stay in the eye of the storm?
I’m a capitalist by conviction and profession. I believe the best economic system is one that rewards entrepreneurship and risk-taking, maximizes customer choice, uses markets to allocate scarce resources, and minimizes the regulatory burden on business. If there’s a better recipe for creating... Read more
In my role as Red Hat’s brand manager, I am always on the look out for interesting and provocative readings about brands and branding in general. Inside the technology industry, outside the technology industry – it’s all good. There’s something to be learned from every great case study, thought... Read more
One of my favorite regular blog subjects is how to use community-based strategies to build brands. In fact, I'm putting the finishing touches on a new book entitled The Ad-Free Brand: Secrets to Successful Brand Positioning in a Digital World which will be out this August and covers exactly that... Read more
How do you get customers to send bouquets to staff for great service (literally) yet cut costs at the same time? By discarding (almost) everything you think you know about management and doing the opposite. Here are seven counterintuitive business truths, distilled from nine uplifting (how often... Read more
Even people inside the open source market tend to underestimate it. They think of it the way they think of the software market. If you're not collecting cash tribute for support (the equivalent of a cash price for the code) you somehow don't count.