Browsing by Author "Neshamba, Gelly Chipochedenga"

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    Improving the performance of the City of Windhoek using the balance score card performance measurement tool
    (Stellenbosch : Stellenbosch University, 2019-12) Neshamba, Gelly Chipochedenga; Ndevu, Zwelinzima; Stellenbosch University. Faculty of Economic and Management Sciences. School of Public Leadership.
    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.