Perception Of The Usefulness Of The Balanced Scorecard In Operational Performance Management During The Covid-19 Pandemic : – A Case Study Of Warehouse Operation.

Sammanfattning: Abstract Purpose: This study aims to explore the usefulness of the Balanced Scorecard in an organization considering the disruptions caused by the Covid-19 pandemic in a warehouse. Furthermore, the Operational Performance Management of Atea Logistics AB (an IT infrastructure service provider warehouse) during the Covid-19 pandemic is presented with regards to the quality and delivery objectives form the customer perspective of the balanced scorecard along with how it helped Atea prepare for future disruptions.    Methodology: A narrative literature review was presented to highlight the usefulness of the balanced scorecard in an organization in RQ1. In addition, qualitative research was conducted in a single case study of Atea Logistics AB on the usefulness of balanced scorecard and operational performance management objectives of quality and delivery in a warehouse from the customer perspective during the Covid-19 pandemic with the help of semi-structured online interviews/emails with three respondents from the company.   Findings:  The initial result of the study exhibited that the balanced scorecard was extremely useful to monitor the operational performance of the warehouse by linking the impact of the external environment with the internal activities during the Covid-19 pandemic and respond to the situation at hand promptly and minimize its influence on the customers. A second finding was that the impact of the disruption was mixed for the warehouse operations as the demand for products increased but stock was insufficient to fulfil the demand. The third set of findings to help prepare for future disruptions is to plan purchases in advance, urge customers to plan their orders well in advance and to order stock items rather than customized products, collaborate with suppliers to arrange alternative sources, and focus on employee well-being that directly influences the operational activities in the warehouse.