Strategic performance systems and organizational resilience: evidence from a digitalized balanced scorecard

What is it about?

Organizations such as hospitals operate in environments that are often unpredictable and exposed to sudden crises. This study explores how digital tools can help organizations respond more effectively to these challenges. It focuses on the digitalization of the Balanced Scorecard, a system used by managers to monitor performance and guide decision-making. Using evidence from three Portuguese hospitals, the study shows that digital performance systems help managers better understand what is happening across the organization in real time. This improved visibility supports faster decisions, better coordination between departments, and continuous learning. As a result, organizations become more resilient, meaning they are better able to adapt and continue delivering essential services during periods of disruption. The findings suggest that digital performance systems are most effective when they are not used only for reporting numbers, but as tools that support dialogue, learning, and collective problem-solving. Overall, the study highlights how digital performance management can strengthen organizational resilience and improve service reliability in complex environments.

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