Document Type : Original Article
Abstract
This paper examines the challenges and opportunities of implementing a Knowledge Management System 2.0 (KMS 2.0) in the maritime industry using the Soft Systems Methodology (SSM). In the complex and dynamic environment of shipping companies, effective knowledge management plays a critical role in enhancing performance, safety, and customer satisfaction. The main objective of this study is to explore the implementation of KMS 2.0 and identify its key challenges in a private shipping company through SSM. The research is applied in purpose and follows a mixed-method (qualitative-quantitative) approach. Data were collected through literature review, field observations, and open interviews. The statistical population is a private shipping company, and seven experts were selected for this study. By identifying key stakeholders, defining the problematic situation, and providing a root definition, a comprehensive framework for system understanding was developed. Using rich pictures, existing conflicts in the system were illustrated, and through CATWOE analysis, various aspects of the problem were examined, leading to the development of a conceptual model based on SSM. The findings reveal that implementing KMS 2.0 requires attention to four critical areas: the development of IT infrastructure suitable for maritime conditions, fostering a learning organizational culture that values tacit knowledge and motivates crew and staff, reducing conflicts through clear role and responsibility definitions, and integrating knowledge management into organizational processes through training, documentation, and standardization. This framework provides a foundation for enhancing knowledge-driven performance in the shipping industry.
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