Crew management administrative processes and information technology tools aiming at improving productivity and quality of work: the case of Marlow Navigation.

The management of human resources (HR) in the shipping industry is a continuing object of cost management due to the fact that labour cost is becoming an increasingly larger element of overall operational costs. While the fleet of merchant vessels constantly increases in size and the global supply of suitable seafarers shrinks, shipping organizations struggle to administrate their personnel more efficiently. Third-party ship management companies may employ thousands of seafarers of a number of different nationalities and with varying terms and conditions of employment. Each one of these employees has an individual record detailing personal circumstances, qualifications, reports on ability, travel arrangements from country of origin, immigration formality requirements, etc. These aspects engender an extremely complex and cost-conscious environment, within which advanced, tailor-made information technology (IT) tools and optimized cost-efficient administrative shoreside working processes are a prerequisite for reliable and efficient HR management.
The main aim of this project is to investigate the administrative environment of one of the world’s largest crew management companies, ‘Marlow Navigation’ and to develop appropriate functional IT instruments and methods aiming at improving productivity and quality of work.
Methodology: A questionnaire survey was conducted to gather data related to the administrative productivity of Marlow and the use of available IT applications. The approach consisted of two steps: 1) Descriptive statistics were used to provide quantitative descriptions of questionnaire results (problem identification); and 2) qualitative analysis, through ‘focus group discussion’, was used to identify the specific administrative areas where changes might be effected.
Findings: Enhanced administrative productivity and improved quality of work were accomplished through an integrated system of crew management based on specialized IT instruments, innovative workflow and employees’ multidisciplinary knowledge.
Originality/value: The proposed key variables of the HR management system can serve as a model for other business organizations, providing a basis for innovative progression with the potential for differentiation from traditional commercial shipping practices.

A project submitted to Middlesex University in partial fulfilment of the requirements for the degree of Doctor of professional Studies.