Effectiveness of Balanced Scorecard Performance Management System on Provision of Quality Services.

Duwe,, Adolar (2024) Effectiveness of Balanced Scorecard Performance Management System on Provision of Quality Services. Doctoral thesis, The Open University of Tanzania.

Microsoft Word - Submitted Version Download (5MB)

Abstract

This study investigated the effectiveness of the Balanced Scorecard (BSC) on provision of quality services in selected public organizations in Tanzania. The study was guided by three objectives; to assess the effectiveness of balanced scorecard performance management system, to examine employees' perceptions and to determine the influence of balanced scorecard performance management system on the quality of services in public organizations. A pragmatic research philosophy was used in this study while mixed research approach was employed. The cross-sectional research design was used in this research. 199 sample size was selected through simple random sampling from 3468 population at Tanzania Revenue Authority, Medical Stores Department, Tanzania National Electric Supply Company and National Social Security Fund. Moreover, purposive sampling was used to select senior managers from these organizations. Data were collected through questionnaires and interviews. Analysis was done though content analysis and multiple regression analysis. The study found that BSC tool is more effective compared to previously used tools. Also, the employee’s perception on the effectiveness of BSC tool on provision of quality services is positive. The study strongly recommends that there is a need for the government and private organisations to adopt BSC as an effective tool for provision of quality services; There is a need to introduce transformational and collaborative management styles in order to account for quality of services; Organizations should continuously enforce regulations, rules and policies for effective performance. Keywords: Balanced scorecard, performance management system, quality services

Actions (login required)

View Item