Exploring the Effects of Performance Management on Service Delivery in Greater Tzaneen Municipality
Keywords:
Employees; Employers; Performance Management; Performance Management System; Service Delivery and Municipality
Abstract
The purpose of this paper is to investigate how performance management affects service delivery, which has been a persistent problem in South African municipalities for decades. All municipalities have experienced protests due to underperformance, and the Greater Tzaneen Municipality is no exception. This municipality has struggled with poor service delivery due to various factors such as unethical behavior, mismanagement of public funds, and underperformance, resulting in continuous protests by community members. The study used a qualitative approach and thematic content analysis to analyze the data in line with the research objectives. The findings indicate that poor performance management has a negative impact on people's lives, and unrealistic performance goals set by the Greater Tzaneen Municipality have not been met. The issue of poor performance management is a significant concern in South African municipalities, leading to poor service delivery in the local government. To address this problem, the study recommends that all levels of employees should understand what performance management on service delivery entails. Additionally, the municipality executive managers should take responsibility for performance measurement and ensure that the performance of each employee is evaluated, monitored, and measured.
References
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Armstrong, M. 2001. Performance management: Key strategies and practical guidelines (2nd Ed.). London: Logan Page.
Bless, C., Higson-Smith, C. & Kagee, A. 2006. Fundamentals of Social Research Methods: An African perspective. Kenwyn: Juta and Co.
Brynard, D.J., Hanekom, S.X. & Brynard, P.A. 2014. Introduction to Research. 3rd ed. Pretoria: Van Schaik.
Carrel, M.R., Elbert, N.F., Hartfield, R.D., Grobler, P.A., Marx, M. & Van der Schyf, S. Strategic of performance management. New York: Butterworth-Heinemann.
Chauke, M.W. 1998. 2000. Human resource management in South Africa. Cape Town: Francolin Publishers.
Department of Cooperative Governance & Traditional Affairs, 1998. Pretoria: Government Printers.
Fourie, D.J. 2004. The use of performance management for effective governance in Public Administration. Administratio Publica. 20(4): 124-138.
Hartley, A.L. 1997. The Conceptualisation of Performance Management. New York: Macmillan Company.
Jansen, T. 2020. Public understanding of science. Journals. Sage. 2020, Vol. 29(2) 139–156.
Klenke, K. 2016. Qualitative research in the study of leadership. Bingley: Emerald Group Publishing Limited. American Journal of Educational Research. 2016, Vol. 4 No. 7, 570-577.
Lange, D. 2012. Performance management systems on service delivery. Johannesburg: AD Donker Publishers.
Managa, A. 2012. Policy brief in South Africa. Cape Town: Francolin Publishers.
Manyaka, R.K. & Sebola, M.P. 2012.The impact of performance management on service delivery in South Africa public service. Journal of Public Administration, 8 (47) 299-310.
Mautjana, R. Mtapuri, Y. 2012. The Literature Review of Performance Management in Kenya Municipality. Kenya: Mombasa Publishers.
Munzhedzi, P.H. & Phago, K. 2014. Performance management system quandary in the public service: a case of the Limpopo province, South Africa. Journal of Public Administration. Volume 49 Number 4 - December 2014.
Nkuna, N.W. & Manyaka, R.K. 2013. The phenomenon of corruption in the South African public sector: Challenges and Opportunities. Mediterranean Journal of Social Sciences. December 2014. DOI: 10.5901/mjss.2014.v5n27p1572.
Nkuna, N.W. 2013. Performance Management in South African Local Government: Is it a matter of a System, Model or Measurement? SAAPAM 2nd Annual Conference. Polokwane, South Africa August 15th-16th.
Notshikila, V & Govender, K.2014. Assessing Municipal Performance: The Relevance of Audit Reports. International Journal of Business and Administration Research (IJBARR). 2(5): 3-9.
Parveen, H. & Showkat, N. 2017. Non-probability and probability Sampling. July 2017. Chapter: goo.gl/sVnjrL Publisher: e-PG Pathshala.
Radebe, P.Q. 2013.The impact of performance management system on service delivery, Journal of Social Science 6 (1):66-102.
Republic of South Africa 1996 the Constitution of the Republic of South Africa (1996). Pretoria: Government Printer.
Republic of South Africa 1998. The Local Government Municipal Structures Act, 1998(Act 117 of 1998). Pretoria: Government Printer.
Republic of South Africa. 2000. Local Government Municipal Systems Act (Act 32 of 2000). Pretoria: Government Printers.
Suciu, S.H. Mortan, D.G. 2011. Why Performance Management. New York: Harper Collins.
Williams, R.S. 2002. Managing employee performance: Design and implementation in organizations. London: W.W. Norton & Co.
Zvavahela, P. 2013. An evaluation of the effectiveness of performance management System on service delivery, Journal of management and marketing research, 48 (1): 38-67.
Puja, L. 2020. What Is Performance Management? Definition, Process, Cycle, and Best Practices for Planning. London: Toolbox HR. Retrieved at; https://www.spiceworks.com/hr/performance-management/articles/what-is-performance-management/.
Dangol, P., 2021. Role of performance appraisal system and its impact on employees motivation. Quantitative Economics and Management Studies, 2(1), pp.13-26.
Jones, J.S., Murray, S.R. and Tapp, S.R., 2018. Generational differences in the workplace. The Journal of Business Diversity, 18(2), pp.88-97.
Mamokhere, J., 2020. An assessment of reasons behind service delivery protests: A case of Greater Tzaneen Municipality. Journal of Public Affairs, 20(2), p.e2049.
Mamokhere, J. and Meyer, D.F., 2022. Including the excluded in the integrated development planning process for improved community participation. International Journal of Research in Business and Social Science (2147-4478), 11(4), pp.286-299.
Mamokhere, J., 2019. An exploration of reasons behind service delivery protests in South Africa: A case of Bolobedu South at the Greater Tzaneen Municipality. International Conference on Public Administration and Development Alternatives (IPADA).
Nama, K. Daweti, B. Melanie, L. & Chikukwa, T. The impact of training and development on employee performance and service delivery at a local Municipality in South Africa. Business perspectives. Problems and perspectives in Management, volume, 20 issue 4, 2022 perspective.
Augustine, N. 2018. Performance management system and public service delivery in Nigeria: Impacts, problems, challenges and prospects. Africa’s Public Service Delivery and Performance Review ISSN: (Online) 2310-2152, (Print) 2310-2195.
Ndevu, Z.J. & Muller, K., 2018, ‘Operationalising performance management in local government: The use of the balanced scorecard’, SA Journal of Human Resource Management/SA Tydskrif vir Menslikehulpbronbestuur 16, a977. https://doi. org/10.4102/sajhrm.v16i0.977.
The National Municipal Audit General Report of 2021-2022.
Mvuyisi, N & Ikechukwu 2022 Performance management in South Africa’s municipalities: A case study of Buffalo City Metro. https://doi.org/10.4102/apsdpr.v10i1.595.
Menemene, N.A., 2015. An evaluation of performance management and development System at the department of safety and liaison in the Eastern Cape, Thesis for Masters, Nelson Mandela University.
Tyokwe, B. & Naicker, V., 2021, ‘The effectiveness of a performance management system at a South African public hospital in Cape Town’, Africa’s Public Service Delivery and Performance Review 9(1), a498. https://doi.org/10.4102/apsdpr.v9i1.498.
Hartley, A.L. 1997. The Conceptualization of Performance Management. New York: Macmillan Company.
Olibiyi-Olayiwola, S. 2021. The assessment of performance management in an organization a case study of Ogun state water corporation Abeokuta. National open university of Nigeria: Lagos Nigeria.
Sarker, A. 2020. Performance Management - Definition, Principles, Features, Scope, Aim and Process. Jatiya Kabi Kazi Nazrul Islam University: trishal, mymensingh.
Ndasana, M. & Umejesi, I. 2022, ‘Performance management in South Africa’s municipalities: A case study of Buffalo City Metro Africa’s Public Service Delivery and Performance Review 10(1), a595.https://doi.org/10.4102/apsdpr.v10i1.595.
Reddy, P.S., 2016. The politics of service delivery in South Africa: The local government sphere in context, The Journal for transdisciplinary Research in Southern Africa | Vol 12, No 1 | a337 | DOI: https://doi.org/10.4102/td.v12i1.337| © 2016 Purshottama S. Reddy | this work is licensed under CC Attribution 4.0 Submitted: 16 March 2016 | Published: 03 December 2016.
Dlamini, N.N. Monitoring and evaluation and its impact on the performance of the seakale customer services department employees at EThekwini municipality.
Ogunode, N.J., Adah, S., Wama, P. and Audu, E.I. 2020. Monitoring and Evaluation of Education in Nigeria: Challenges and Ways. Middle European Scientific Bulletin, 5(2694-9970): 63-69.
Sotenjwa, F.P. An assessment of the performance management system for senior managers at Chris Hani district municipality: University of the Western Cape (UWC).
Selepe, M.M. 2018. The assessment and enhancement of performance management within the South African local government environment. Paper delivered at the International Conference on Public Administration and Development Alternatives. University of Cape Town, 29 March 2002.
Nama, K. Daweti, B. Melanie, L and Chikukwa, T. The impact of training and development on employee performance and service delivery at a local municipality in South Africa. Problems and Perspectives in Management, 20(4), 42-51. doi:10.21511/ppm.20 (4).2022.04.
Kariuki, P., & Reddy, P. 2019. Fostering a culture of performance management in Municipalities: Perceptions of Municipal M&E Practitioners in Kwazulu Natal. Journal of Economic and Behavioral Studies, 11(3(J)), 97-107. https://doi.org/.
Macanda, A., 2007. The performance management system in South Africa’s local government: a study of policy implementation.
Sehoa, M.F., 2015. Implementation of performance management system on the performance of Municipal Section 57 Managers in the Capricorn District Municipality, Limpopo Province (Doctoral dissertation).
Ndasana, M. and Umejesi, I., 2022. Performance management in South Africa’s municipalities: A case study of Buffalo City Metro. Africa’s Public Service Delivery & Performance Review, 10(1), p.6.
Armstrong, M. 2001. Performance management: Key strategies and practical guidelines (2nd Ed.). London: Logan Page.
Bless, C., Higson-Smith, C. & Kagee, A. 2006. Fundamentals of Social Research Methods: An African perspective. Kenwyn: Juta and Co.
Brynard, D.J., Hanekom, S.X. & Brynard, P.A. 2014. Introduction to Research. 3rd ed. Pretoria: Van Schaik.
Carrel, M.R., Elbert, N.F., Hartfield, R.D., Grobler, P.A., Marx, M. & Van der Schyf, S. Strategic of performance management. New York: Butterworth-Heinemann.
Chauke, M.W. 1998. 2000. Human resource management in South Africa. Cape Town: Francolin Publishers.
Department of Cooperative Governance & Traditional Affairs, 1998. Pretoria: Government Printers.
Fourie, D.J. 2004. The use of performance management for effective governance in Public Administration. Administratio Publica. 20(4): 124-138.
Hartley, A.L. 1997. The Conceptualisation of Performance Management. New York: Macmillan Company.
Jansen, T. 2020. Public understanding of science. Journals. Sage. 2020, Vol. 29(2) 139–156.
Klenke, K. 2016. Qualitative research in the study of leadership. Bingley: Emerald Group Publishing Limited. American Journal of Educational Research. 2016, Vol. 4 No. 7, 570-577.
Lange, D. 2012. Performance management systems on service delivery. Johannesburg: AD Donker Publishers.
Managa, A. 2012. Policy brief in South Africa. Cape Town: Francolin Publishers.
Manyaka, R.K. & Sebola, M.P. 2012.The impact of performance management on service delivery in South Africa public service. Journal of Public Administration, 8 (47) 299-310.
Mautjana, R. Mtapuri, Y. 2012. The Literature Review of Performance Management in Kenya Municipality. Kenya: Mombasa Publishers.
Munzhedzi, P.H. & Phago, K. 2014. Performance management system quandary in the public service: a case of the Limpopo province, South Africa. Journal of Public Administration. Volume 49 Number 4 - December 2014.
Nkuna, N.W. & Manyaka, R.K. 2013. The phenomenon of corruption in the South African public sector: Challenges and Opportunities. Mediterranean Journal of Social Sciences. December 2014. DOI: 10.5901/mjss.2014.v5n27p1572.
Nkuna, N.W. 2013. Performance Management in South African Local Government: Is it a matter of a System, Model or Measurement? SAAPAM 2nd Annual Conference. Polokwane, South Africa August 15th-16th.
Notshikila, V & Govender, K.2014. Assessing Municipal Performance: The Relevance of Audit Reports. International Journal of Business and Administration Research (IJBARR). 2(5): 3-9.
Parveen, H. & Showkat, N. 2017. Non-probability and probability Sampling. July 2017. Chapter: goo.gl/sVnjrL Publisher: e-PG Pathshala.
Radebe, P.Q. 2013.The impact of performance management system on service delivery, Journal of Social Science 6 (1):66-102.
Republic of South Africa 1996 the Constitution of the Republic of South Africa (1996). Pretoria: Government Printer.
Republic of South Africa 1998. The Local Government Municipal Structures Act, 1998(Act 117 of 1998). Pretoria: Government Printer.
Republic of South Africa. 2000. Local Government Municipal Systems Act (Act 32 of 2000). Pretoria: Government Printers.
Suciu, S.H. Mortan, D.G. 2011. Why Performance Management. New York: Harper Collins.
Williams, R.S. 2002. Managing employee performance: Design and implementation in organizations. London: W.W. Norton & Co.
Zvavahela, P. 2013. An evaluation of the effectiveness of performance management System on service delivery, Journal of management and marketing research, 48 (1): 38-67.
Puja, L. 2020. What Is Performance Management? Definition, Process, Cycle, and Best Practices for Planning. London: Toolbox HR. Retrieved at; https://www.spiceworks.com/hr/performance-management/articles/what-is-performance-management/.
Dangol, P., 2021. Role of performance appraisal system and its impact on employees motivation. Quantitative Economics and Management Studies, 2(1), pp.13-26.
Jones, J.S., Murray, S.R. and Tapp, S.R., 2018. Generational differences in the workplace. The Journal of Business Diversity, 18(2), pp.88-97.
Mamokhere, J., 2020. An assessment of reasons behind service delivery protests: A case of Greater Tzaneen Municipality. Journal of Public Affairs, 20(2), p.e2049.
Mamokhere, J. and Meyer, D.F., 2022. Including the excluded in the integrated development planning process for improved community participation. International Journal of Research in Business and Social Science (2147-4478), 11(4), pp.286-299.
Mamokhere, J., 2019. An exploration of reasons behind service delivery protests in South Africa: A case of Bolobedu South at the Greater Tzaneen Municipality. International Conference on Public Administration and Development Alternatives (IPADA).
Nama, K. Daweti, B. Melanie, L. & Chikukwa, T. The impact of training and development on employee performance and service delivery at a local Municipality in South Africa. Business perspectives. Problems and perspectives in Management, volume, 20 issue 4, 2022 perspective.
Augustine, N. 2018. Performance management system and public service delivery in Nigeria: Impacts, problems, challenges and prospects. Africa’s Public Service Delivery and Performance Review ISSN: (Online) 2310-2152, (Print) 2310-2195.
Ndevu, Z.J. & Muller, K., 2018, ‘Operationalising performance management in local government: The use of the balanced scorecard’, SA Journal of Human Resource Management/SA Tydskrif vir Menslikehulpbronbestuur 16, a977. https://doi. org/10.4102/sajhrm.v16i0.977.
The National Municipal Audit General Report of 2021-2022.
Mvuyisi, N & Ikechukwu 2022 Performance management in South Africa’s municipalities: A case study of Buffalo City Metro. https://doi.org/10.4102/apsdpr.v10i1.595.
Menemene, N.A., 2015. An evaluation of performance management and development System at the department of safety and liaison in the Eastern Cape, Thesis for Masters, Nelson Mandela University.
Tyokwe, B. & Naicker, V., 2021, ‘The effectiveness of a performance management system at a South African public hospital in Cape Town’, Africa’s Public Service Delivery and Performance Review 9(1), a498. https://doi.org/10.4102/apsdpr.v9i1.498.
Hartley, A.L. 1997. The Conceptualization of Performance Management. New York: Macmillan Company.
Olibiyi-Olayiwola, S. 2021. The assessment of performance management in an organization a case study of Ogun state water corporation Abeokuta. National open university of Nigeria: Lagos Nigeria.
Sarker, A. 2020. Performance Management - Definition, Principles, Features, Scope, Aim and Process. Jatiya Kabi Kazi Nazrul Islam University: trishal, mymensingh.
Ndasana, M. & Umejesi, I. 2022, ‘Performance management in South Africa’s municipalities: A case study of Buffalo City Metro Africa’s Public Service Delivery and Performance Review 10(1), a595.https://doi.org/10.4102/apsdpr.v10i1.595.
Reddy, P.S., 2016. The politics of service delivery in South Africa: The local government sphere in context, The Journal for transdisciplinary Research in Southern Africa | Vol 12, No 1 | a337 | DOI: https://doi.org/10.4102/td.v12i1.337| © 2016 Purshottama S. Reddy | this work is licensed under CC Attribution 4.0 Submitted: 16 March 2016 | Published: 03 December 2016.
Dlamini, N.N. Monitoring and evaluation and its impact on the performance of the seakale customer services department employees at EThekwini municipality.
Ogunode, N.J., Adah, S., Wama, P. and Audu, E.I. 2020. Monitoring and Evaluation of Education in Nigeria: Challenges and Ways. Middle European Scientific Bulletin, 5(2694-9970): 63-69.
Sotenjwa, F.P. An assessment of the performance management system for senior managers at Chris Hani district municipality: University of the Western Cape (UWC).
Selepe, M.M. 2018. The assessment and enhancement of performance management within the South African local government environment. Paper delivered at the International Conference on Public Administration and Development Alternatives. University of Cape Town, 29 March 2002.
Nama, K. Daweti, B. Melanie, L and Chikukwa, T. The impact of training and development on employee performance and service delivery at a local municipality in South Africa. Problems and Perspectives in Management, 20(4), 42-51. doi:10.21511/ppm.20 (4).2022.04.
Kariuki, P., & Reddy, P. 2019. Fostering a culture of performance management in Municipalities: Perceptions of Municipal M&E Practitioners in Kwazulu Natal. Journal of Economic and Behavioral Studies, 11(3(J)), 97-107. https://doi.org/.
Macanda, A., 2007. The performance management system in South Africa’s local government: a study of policy implementation.
Sehoa, M.F., 2015. Implementation of performance management system on the performance of Municipal Section 57 Managers in the Capricorn District Municipality, Limpopo Province (Doctoral dissertation).
Ndasana, M. and Umejesi, I., 2022. Performance management in South Africa’s municipalities: A case study of Buffalo City Metro. Africa’s Public Service Delivery & Performance Review, 10(1), p.6.
Published
2023-06-09
How to Cite
Oupa, H. (2023). Exploring the Effects of Performance Management on Service Delivery in Greater Tzaneen Municipality. International Journal of Social Science Research and Review, 6(6), 354-364. https://doi.org/10.47814/ijssrr.v6i6.1374
Section
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