SUNScholar - Browsing by Author "Weideman, Lawrence Newton"

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Developing a knowledge based strategy for improving customer satisfaction at Metrorail
(Stellenbosch : Stellenbosch University, 2006-12) Weideman, Lawrence Newton; Van der Walt, M. S.; Stellenbosch University. Faculty of Arts and Social Sciences. Dept. of Information Science.
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.