Resiliência da cadeia de suprimentos sob as perspectivas do balanced scorecard: um estudo de caso no contexto da COVID-19

Abstract

Supply Chains (SC) must be prepared to deal with unexpected changes in business processes that occur between its members. At the end of 2019, a virus (Covid-19) established itself globally, interfering negatively in both economic and social context. Staying resilient was essential for the survival of SC members. Based on this context, this research goal is to evaluate the strategies that provide resilience to SCs using the Balanced Scorecard (BSC) structure. A case study was carried out based on semi-structured interviews in a consumer goods company, as well as the analysis of its main performance indicators, considering the context of Covid-19. When comparing the literature with the case, it was observed that, despite being inserted in different scenarios, the strategies adopted by the case company are similar to almost half of those found in the literature. In addition to being found in the literature, inventory management, suppliers, knowledge and communication were the strategies most addressed by respondents. Regarding the BSC, the strategies of the case could be seen from one or more perspectives, emphasizing the importance of the methodology. Internal Business Processes, Customers and Financial are the perspectives most addressed by the interviewees and have indicators to measure their actions. Although the company does not measure, the Learning & Growth perspective was extremely relevant in the study.