Developing a knowledge based strategy for improving customer satisfaction at Metrorail

Weideman, Lawrence Newton (2006-12)

On title page: Masters of Philosophy (Information and Knowledge Management).

Thesis (MPhil) -- University of Stellenbosch, 2006.

Thesis

ENGLISH ABSTRACT: The solutions of the industrial era are no longer relevant to the knowledge economy and change is now the only constant in the world today. The effect of globalisation is also felt in businesses such as Metrorail, who are struggling to change the perceptions of customers in order for them to realise that the best service is rendered to them within the constraints of the company. Changing the mindsets of customers and employees are regarded as the main challenge and special consideration must be given to perception and relationship management. This however is not the solution as the business still has an obligation to improve the product and services it produced: doing this without managing perceptions will not produce the desired outcomes. The solution should be integrated and linkages should be established with existing business processes as opposed to developing a solution parallel to the current business model and strategy. As all value lies in knowledge and relationships: the business mantra is to add value and the challenge is to exploit these attributes in a make or break world.

AFRIKAANSE OPSOMMING: Oplossings uit die industriele era is nie meer relevant tot die kennisekonomie nie en verandering is nou die enigste onverandelike in vandag se w~reld. Globalisering se effek tref ook besighede soos Metrorail, wat 'n opdraande stryd voer om die persepsies van kliente positief te beinvloed en dit by hulle tu is te bring dat daar ten spyte van beperkinge die bes moontlike <liens aan hulle gelewer word. Die grootste uitdaging is om die menings van kliente en werknemers positiefte verander en spesiale aandag moet gewy word aan persepsie en verhoudingsbestuur. Die toepassings moet geintegreer word en raakpunte met bestaande besigheidsprosesse gekry word eerder as die ontwikkeling van 'n besigheidsmodel en strategie wat parallel teenoor die huidige staan. Aangesien alle waarde in kennisverhoudings neerslag vind, is die sakefilosofie om waarde toe te voeg - die uitdaging is om besighede hierdie deuntjie te laat sing in 'n wereld vol uitdagings.

Please refer to this item in SUNScholar by using the following persistent URL: http://hdl.handle.net/10019.1/50595
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