The Impact of Knowledge Management in Manufacturing on Customer Value
| dc.contributor.author | Tonkin, Caesar Johnathan | |
| dc.date.accessioned | 2026-05-11T09:13:19Z | |
| dc.date.issued | 1999 | |
| dc.description | A research report submitted in fulfillment of the requirements for the Master of Business Administration, in the Faculty of Commerce, Law and Management, Wits Business School, University of the Witwatersrand, Johannesburg, 2025 | |
| dc.description.abstract | The objectives in this research were to determine how knowledge management, when applied to core manufacturing business processes, may impact on customer satisfaction ratings, or higher repeat business or increased sales from new products. The defined core manufacturing business processes are product development, supply chain management and process improvements. This research involved six global manufacturers in the United States and South Africa. It is shown from the research findings that where a manufacturer adopts a knowledge-orientation in its core manufacturing business processes, this can meaningfully support improved customer value indices, in particular customer satisfaction. It was found that knowledge optimisation happens mostly when applied to process improvements. Yet, knowledge creation seems not to be implemented in product development or supply chain management or customer value learning practices. These would be the greatest leverage points for future growth of global manufacturing organisations. | |
| dc.description.submitter | MM2026 | |
| dc.faculty | Faculty of Commerce, Law and Management | |
| dc.identifier.citation | Tonkin, Caesar Johnathan . (1999). The Impact of Knowledge Management in Manufacturing on Customer Value [Master`s dissertation, University of the Witwatersrand, Johannesburg]. WIReDSpace. https://hdl.handle.net/10539/49210 | |
| dc.identifier.uri | https://hdl.handle.net/10539/49210 | |
| dc.language.iso | en | |
| dc.publisher | University of the Witwatersrand, Johannesburg | |
| dc.rights | © 1999 University of the Witwatersrand, Johannesburg. All rights reserved. The copyright in this work vests in the University of the Witwatersrand, Johannesburg. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of University of the Witwatersrand, Johannesburg. | |
| dc.rights.holder | University of the Witwatersrand, Johannesburg | |
| dc.school | WITS Business School | |
| dc.subject | UCTD | |
| dc.subject | KNOWLEDGE MANAGEMENT | |
| dc.subject | MANUFACTURING | |
| dc.subject | CUSTOMER VALUE | |
| dc.subject.primarysdg | SDG-9: Industry, innovation and infrastructure | |
| dc.title | The Impact of Knowledge Management in Manufacturing on Customer Value | |
| dc.type | Dissertation |