Resumo

MWEEMBA, RS  e  MALAN, J. The impacts of performance measurement on the quality of service delivery in the Zambian public service. JCMAN [online]. 2009, vol.6, n.1, pp.361-374. ISSN 1815-7440.

The design, implementation and use of Performance Measurement (PM) systems have been studied extensively. However, the literature shows little evidence on what kind of impacts PM practices have had on, for example, the performance of the operative level of an organisation. This paper focuses on the impacts PM has had on the Quality of the service delivery (QSD) of employees, for example, their work motivation, learning opportunities, job satisfaction, participation in decision making and reward system. Furthermore, this paper presents how the perceptions of management and employees differ from each other and what the key elements in the implementation process are as regards the accomplishment of positive impacts of PM on the quality of service delivery. This paper concludes with the underlying factors behind the positive impacts of PM on the quality of service delivery

Palavras-chave : Performance management; performance measurement: PM; quality of service delivery; management; leadership.

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