Knowledge Management System for Improvement of Quality of Railway Transport Service

In the past, the railway industry has been faced with simple technical and technological systems which included a small number of defined inputs and outputs, comprising only simple subsystems and components. Thus, a single manager could understand them almost completely and could predict failure conditions and the consequences thereof. These days, railway technical and technological systems are complex. System complexity is continuously increasing, pushing managers to better understand of how the system behaves and what its influence over transport service quality is. It should be admitted that without having a well designed, properly organized and effectively working knowledge management system with respect to factors influencing railway service quality, even the best intentions would probably be in vain. The present paper discusses the need to establish, the essence and key features of a knowledge management system in the area of the quality of transport service in railways