A Systems Thinking Approach: Institutional Memory Loss in Pulp and Paper Industry, TAPPICon25

The aim of this study is to understand the institutional memory loss (IML) challenge taking place in the pulp and paper industry and its impact on knowledge management (KM) preservation, workforce stability, and operational efficiency. This situation is critical for the pulp & paper industry due to the complex manufacturing process, aging workforce, and highly competitive market. A systems thinking (ST) approach has been applied using a causal loop diagram (CLD) to analyze the reinforcing (R) and balancing (B) feedback loops. The complex behavior of the system shows four (4) reinforcing loops (R1, R2, R3, R4) and two (2) balancing loops (B1, B2). This implies that institutional memory loss is reinforced by 4 loops causing the imbalance and urgency for leadership intervention to mitigate IML, while only 2 balancing loops exist to counter the deteriorating effects of IML. This suggests that more systemic efforts at the leadership and managerial level should be implemented to offset this behavior. The CLD was refined by industry expert Doug Mathias, having 42+ years of experience across 50+ industrial sites through multiple internal discussions and a survey to further refine and validate the CLD. The survey results were based on 13 participants with experience ranging from 1 to 55 years. The results showed out of 6 loops, 4 received 100% confidence ratings, while 2 received lower levels at 77% (Loop R4) and 84% (Loop B2). Hence, strategic policy recommendations are provided for stakeholders to help mitigate IML and promote sustainable practices in the pulp and paper industry.

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