Assessing the Effect of the Balanced Scorecard as a Performance Appraisal tool on Employee Performance: A Case of a Pension House in Zambia

Doreen Swali and Elizabeth Zyambo
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Doreen Swali: Cavendish University Zambia
Elizabeth Zyambo: Cavendish University Zambia

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

Abstract: This study assessed the effect of the Balanced Scorecard as a performance appraisal tool on employee performance at the National Pension Scheme Authority (NAPSA) Ndola Office in Zambia. A qualitative research methodology was used with thematic analysis of interview data. Findings show the BSC enhanced motivation, productivity, job satisfaction, accountability, and skill development by clarifying measurable goals and improving feedback quality. Challenges included inadequate training, unclear metrics, resistance to change, administrative burden, and infrequent feedback. The study recommends comprehensive BSC training, simplified appraisal processes, clearer KPIs, change management, and more frequent reviews to optimize performance outcomes.

Keywords: Balanced Scorecard (BSC); Employee Performance; Performance Appraisal; Motivation; Job Satisfaction; National Pension Scheme; Zambia (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:cwk:eafjke:2025-26

DOI: 10.59413/eafj/v4.i3.6

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