Hero Ball or Healthy Systems? The Truth About Supply Chain Resilience

This conversation on The Business Emergency Room looks at why supply chain resilience often decides whether a company absorbs disruption or stays stuck in recovery mode. Maartje van Krieken and Brent Hagan unpack how dashboards can look healthy while serious operational blind spots grow underneath. What happens when KPIs stay green but systems strain as you start scaling logistics, and who usually spots the cracks first?A recurring theme is the cost of relying on people to compensate for broken systems. Heroics and workarounds can keep things moving for a while, but they also create fragility and burnout. How long can a business depend on a few key individuals before risk compounds? Resilience shows up earlier, through systems that absorb pressure instead of teams forced to catch problems at the last moment.The discussion also touches on the tension between growth and stability. Early success often rests on relationships and informal fixes that do not hold as complexity increases. Without revisiting assumptions and being intentional about scaling logistics, leaders can stretch operations beyond what they can support. The episode invites a deeper look at how success is defined, who owns decisions, and how stronger systems make growth more sustainable.Episode Breakdown:00:00 When Green KPIs Hide Supply Chain Risk and Operational Blind Spots02:45 Cost Structure Decisions That Create Downstream Problems06:31 People Versus Systems in High-Pressure Operations10:10 Scaling Logistics Without Breaking the First Act16:17 Why KPIs Like Forecast Accuracy Can Be Misleading22:41 Learning From Misses Builds Real ResilienceConnect with Brent Hagan:Visit the Lob websiteConnect with Brent on LinkedInBrent Hagan is the chief supply chain officer at Lob, a direct mail platform for forward-thinking businesses, where he leads logistics, supply chain and operations. With experience spanning Amazon, Deliverr and Eaton, Hagan specializes in scaling complex logistics systems, optimizing middle-mile logistics and building resilient supply chains that bridge traditional operations with SaaS innovation. He has completed multiple executive programs at Wharton and holds a Bachelor's degree in organizational leadership, with a focus on manufacturing engineering technology, from Purdue University.Connect with Maartje van Krieken:Connect with Maartje on LinkedInVisit The Chaos Games Consulting websiteVisit The Business Emergency Room websiteSubscribe to The Business Emergency Room on YouTubeSubscribe to Maartje’s SubstackHost Maartje van Krieken is a crisis strategist and decision-making expert who thrives in high-stakes business environments. Combining disaster management training, hands-on experience in global industries, and leadership skills honed as a seasoned sailor, she helps businesses navigate chaos with precision. Whether tackling transformation, scaling challenges, or leadership bottlenecks, Maartje delivers...