Developing a knowledge based strategy for improving customer satisfaction at Metrorail

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

[发布机构] Stellenbosch University