Page 37 - Crisis Management

Balanced scorecard indicators and potential crises

Indicator to include on the Potential crises that it represents
balanced scorecard

Number of accidents in a work Accident and safety issues;
section, unit potential employee lawsuits

Absenteeism by employee in a Motivational problems; substance
work section, unit abuse; abusive supervision

Morale problems; abusive
Number of grievances (union
setting) supervision; potential for
workplace violence

Stability of Web site and computer
Percentage of uninterrupted
system infrastructure; Denial-of-
service of Web site
Service (DoS) attacks

Indicator to include on the Potential crises that it represents
balanced scorecard

Machine, work section downtime Major production interruption due
to accidents, fire, or major
machine breakdown

Potential for recalls; negative
Percentage of defective product(s)
publicity

Adverse publicity; consumer
Negative media reports on the
boycotts
internet

Negative media attention; injured
Customer complaints
customers

Returned or defective product Negative media attention; injured
rates customers