International seaports and shipping lines frequently faced communication failures, leading to significant costs for ship owners. This study aimed to identify and address these issues by analyzing operational processes. Through in-depth interviews with personnel across various departments, a business process model was developed, highlighting ten interrelated processes susceptible to communication errors. Key processes, actors, risks, potential errors, and recovery plans were identified. An analysis based on cause-and-effect relationships revealed 34 root causes of communication delays. Notably, from the shipowners’ perspective, crew activities were identified as a major factor impacting port communication. Additional findings included delays caused by STS vessels occupying the port, adverse weather conditions leading pilots to avoid boarding, and uncleaned barges upon arrival. For future work, these insights suggested that improving coordination, leveraging technology, and establishing clear protocols could help mitigate communication disruptions, particularly those related to crew activities.
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