Assessing the Effect of Performance Management Systems on Operational Efficiency and Service Delivery at Eastern Water and Sanitation Company Limited (EWSC)

Charity Phiri and Lee Caleb Mahlangu
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Charity Phiri: Cavendish University
Lee Caleb Mahlangu: Cavendish University

East African Finance Journal, 2025, vol. 4, issue 3

Abstract: This study investigated the effect of Performance Management Systems on operational efficiency and service delivery at the Eastern Water and Sanitation Company Limited in Zambia. A qualitative research methodology was employed involving in-depth interviews with key staff members. Thematic analysis revealed that PMS improved operational efficiency by enhancing resource utilization, enabling early detection of operational issues, and promoting continuous feedback that motivated productivity. Service delivery improved through raised service standards, timelier responses, and strengthened accountability. Challenges included insufficient training, limited financial and human resources, resistance to change, and interference affecting fairness. Recommendations include increased investment in training, adequate resourcing, strengthening organizational culture, and reducing interference to protect system integrity.

Keywords: Performance Management Systems; Operational Efficiency; Service Delivery; Resource Allocation; Employee Productivity; Organizational Performance (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:cwk:eafjke:2025-23

DOI: 10.59413/eafj/v4.i3.3

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