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EXCLUSIVE: How Super Metro staff have maintained discipline

By Winnie Onyando November 11th, 2023 2 min read

In Nairobi’s bustling public transportation sector, the Super Metro Matatu Sacco has emerged as a shining example of efficiency and discipline, earning the admiration of the city’s commuters.

With its well-organized operations and disciplined crew, Super Metro has set a high standard in the industry.

A one-on-one chat with Sacco’s Chief Executive Officer (CEO) Nelson Mwangi revealed since they entered the market in 2013, they have received several awards for being the best matatu sacco.

“This year alone, we have received three trophies. Our desire has always been to change the narrative in the industry by leading with example,”

“I would say we train our drivers and conductors. We are well organized and that is why we have been feted on several occasions.”

Below are ways in which the Sacco has managed to maintain discipline:

A commitment to safety and quality service

Super Metro Sacco places safety and quality service at the forefront of its operations. They have implemented stringent safety protocols to ensure passengers reach their destinations securely. This commitment to safety not only safeguards the lives of passengers but also enhances the overall experience.

“We have set rules and our drivers must reach their destination even if there is only one passenger in the vehicle,” Mr Mwangi said.

Crew training and development

Discipline starts with the crew, and Super Metro Sacco understands this well. They invest in the training and development of their staff, ensuring they are well-versed in customer service, road safety regulations, and vehicle maintenance. This investment in their crew pays off in the form of disciplined and courteous behavior.

“We have partnered with several organizations to give training to our drivers and conductors,” Mr Mwangi noted.

Regular vehicle maintenance

Maintaining a fleet of well-serviced matatus is essential to ensure discipline and efficiency.

Super Metro Sacco regularly services their vehicles, conducting routine inspections and maintenance to prevent breakdowns and ensure that the matatus are in excellent condition.

This approach minimizes disruptions to their services and reinforces their reputation for reliability.

Effective communication channels

Open and transparent communication channels are key to addressing any issues promptly.

Super Metro Sacco provides both passengers and staff with easy and effective communication channels to report concerns or seek assistance. This approach fosters a sense of responsibility and accountability among the crew.

Strict enforcement of regulations

Discipline thrives in an environment where rules are strictly enforced. Super Metro Sacco takes a no-nonsense approach when it comes to enforcing regulations. This includes adherence to traffic rules, maintaining cleanliness on board, and ensuring that passengers are treated with respect and courtesy.

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