Laura,
I think that the Customer Support Consortium
http://www.customersupport.org is an example of an organization that
facilitates and encourages inter-organizational learning and development.
The consortium is a non-profit alliance of about 80 high tech companies.
You may want to contact some of the staff and members of the consortium
and pose your questions directly to them.
My personal perspective is that there are a number of partners, through
this organization, who are working on long-term learning to cope with the
challenge of customer support in the high technology industry.
regards,
Doc
------------------
"The salvation of the world lies in the human heart." -Vaclav Havel
Richard Charles Holloway -
P.O. Box 2361, Olympia, WA 98507 USA Telephone 253.539.4014 or 206.568.7730
Thresholds <http://www.thresholds.com>
Meeting Masters <http://www.thresholds.com/meeting.html>
--"Richard Charles Holloway" <learnshops@thresholds.com>
Learning-org -- Hosted by Rick Karash <rkarash@karash.com> Public Dialog on Learning Organizations -- <http://www.learning-org.com>