Advancing knowledge management for system integration: Improving the management of lessons learned to enhance organisational learning and railway system performance

Reliable public transportation is the backbone of society. The increasing demand for safer, faster, more climate-friendly and better-connected forms of public transport requires policymakers and transport organisations to work together in the face of ever-changing technological advances and associated risks. Given the complex sociotechnical nature and multiorganisational setting of public transportation systems, effective knowledge management among the stakeholders involved is essential to properly integrate new products and services into operations and improve system performance. Snowden (2002) emphasised that knowledge management research needs to shift from content management and focus more on context and narrative. A deeper elaboration of the methods and tools needed to properly manage the knowledge context and narrative is essential for effective knowledge management of complex public transportation systems.

This research investigates how to improve the knowledge management of consolidated learning and experiences gained during the introduction of new products and services in operations. A thorough investigation is conducted within the Dutch railway sector over a period of three years to develop and test various conceptual and technological artefacts.