Investigation on the effectiveness of the Nored’s performance management system in improving service delivery in Rundu urban area

Abstract

The study on the effectiveness of NORED PMS in improving service delivery in Rundu Urban looked into the Kavango East Region office to determine this. The objectives of the study were to examine the effectiveness of NORED’s performance management system (PMS) in improving service delivery in Rundu Urban, to investigate the challenges faced in the implementation of the PMS and to suggest strategies that might be used to improve the implementation of PMS. The literature review was adopted from a conceptual framework. There is a belief that there is an ecosystem that the Performance Management System operates in, that has all customers, employees and shareholders together to make it a success whilst in Namibia, not much literature can be found on organisational PMS though it was adopted by office of the prime minister. Furthermore, an interpretive paradigm and qualitative research approach was used for the study. The use of structured interviews was used to support the research paradigm of interpretivism to collect data that is subjective to the participant’s feelings, emotions and attitudes so the study can be understood. The population was of employees of NORED Rundu office, using purposive sampling. The data was analysed thematically. The study found that the Performance Management System was not effective at the NORED Rundu Office. This was supported by the fact that the system does not fully motivate employees, as it was not fully implemented. There was no proper understanding from either management or employees. This study recommends that NORED should increase the resources available to make the implementation of PMS more effective. The study also recommends the prioritisation of service delivery, the creation of a conducive work environment, the improvement of communication and the engagement of stakeholders in the implementation process.