Improving the performance of the City of Windhoek using the balance score card performance measurement tool

Neshamba, Gelly Chipochedenga (2019-12)

Thesis (MPA)--Stellenbosch University, 2019.

Thesis

ENGLISH SUMMARY : This study researched performance measurement tools adopted by local government with a focus on the City of Windhoek. Performance measurements suitable for the public service such as the Balanced Scorecard (BSC) are not prescript. As such, it is possible for organisations to fail to adopt such a performance measurement tool. In addition, the adoption of a performance measurement in public service is a culmination of various contextual factors that makes each implementation case unique. Accordingly, this study employed the BSC in evaluating the performance of the City of Windhoek with the aim of establishing its impact. The City of Windhoek has adopted a BSC since 2005 and recently reconfigured the perspectives and objectives of its BSC in line with national goals. The literature suggests that the adoption of performance measurement tools in public service is a common trend in developed and developing countries. However, different public services employ different implementation approaches and assume unique perspectives depending on contextual factors. The study used a quantitative methodology to meet the research objectives. Fifty respondents at the City of Windhoek were targeted. Data analysis and results confirm that the City of Windhoek adopted a BSC’s four perspectives namely the financial, internal business processes, learning and growth and customer perspective. Research findings suggest that the implementation of the BSC was done through meetings and workshops. Furthermore, respondents are of the view that the BSC has positively impacted employees’ performance towards the achievement of organisational goals. However, this finding has to be taken with caution given that employees can manipulate the performance indicators of a performance system. Employees at the City of Windhoek indicated that they face challenges in the form of a lack of management support and lacking technical skills on performance management tools. In addition, the employees at the City of Windhoek are of the view that the adopted performance measurement is complicated by the existence of too many measures and that the performance measure evaluate everything without limitations. This finding may suggest a poorly implemented measure or a lack of understanding due to limited skills. Findings from this study can help re-address concerns around the implementation of the BSC.

AFRIKAANSE OPSOMMING : Hierdie studie-navorsingprojek fokus op prestasiemetingsinstrumente wat deur die plaaslike regering aangeneem is, in die Stad van Windhoek. Prestasiemetings wat geskik is vir die staatsdiens, soos die Balanced Scorecard (BSC), is nie voorskriftelik nie. As sodanig kan organisasies nie so 'n prestasiemetingsinstrument goedsmoeds aanneem nie. Daarbenewens is die aanvaarding van 'n prestasiemeting in die staatsdiens 'n kulminasie van verskeie kontekstuele faktore wat elke implementeringsonderneming uniek maak. Gevolglik het hierdie studie die BSC ingespan om die prestasie van die Stad van Windhoek te evalueer met die doel om die impak daarvan te bepaal. Die Stad van Windhoek het sedert 2005 'n BSC aangeneem en het onlangs die perspektiewe en doelwitte van sy BSC hersaamgestel in ooreenstemming met nasionale doelwitte. Die literatuur dui daarop dat die aanvaarding van prestasiemetingsinstrumente in die staatsdiens algemeen voorkom in ontwikkelde en ontwikkelende lande. Verskillende openbare dienste toon egter verskillende implementeringsbenaderings en gebruik unieke perspektiewe afhangende van kontekstuele faktore. Die studie het 'n kwantitatiewe metodologie gebruik om die navorsingsdoelwitte te bereik. Vyftig respondente wat werksaam is by die Stad van Windhoek is geteiken. Data-analise en resultate bevestig dat die Stad van Windhoek die BSC se vier perspektiewe aangeneem het, naamlik die finansiële, interne sakeprosesse, leer en groei en kliënteperspektief. Navorsingsbevindings dui daarop dat die implementering van die BSC deur middel van vergaderings en werkswinkels gedoen is. Verder is respondente van mening dat die BSC die werknemers se prestasie ter bereiking van organisatoriese doelwitte, positief beïnvloed het. Hierdie bevinding moet egter met omsigtigheid benader word, aangesien werknemers die prestasie-aanwysers van 'n prestasiestelsel kan manipuleer. Werknemers by die Stad van Windhoek het aangedui dat hulle uitdagings in die vorm van 'n gebrek aan bestuursondersteuning ondervind en ook dat tegniese vaardighede op prestasiebestuursinstrumente ontbreek. Daarbenewens is die werknemers van die Stad van Windhoek van mening dat die aangenome prestasiemeting bemoeilik word deur die te veel maatreëls en dat die prestasiemaatstaf alles sonder beperkinge evalueer. Hierdie bevinding mag dui op 'n swak geïmplementeerde maatreël of 'n gebrek aan begrip weens beperkte vaardighede. Bevindinge van hierdie studie kan help om bedenkinge oor die implementering van die BSC an te spreek.

Please refer to this item in SUNScholar by using the following persistent URL: http://hdl.handle.net/10019.1/107259
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