Perceptions of managers on performance management within the trading services cluster of eThekwini Municipality.
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Date
2015
Authors
Pillay, Deshini.
Journal Title
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Abstract
The eThekwini Municipality is the largest municipality in KwaZulu-Natal, and has a
constitutional obligation to provide an efficient service delivery to the public that it serves.
Performance issues have always been a challenge in municipalities around the world, hence
the introduction of a Performance Management System at eThekwini Municipality. This study
investigated the perceptions of managers of the Performance Management System that was
introduced in 2009.
A key assumption of this study is that an effective Performance Management System can
contribute towards improved service delivery. The aim of the research was to understand the
views of management on the system, to identify the challenges that managers had experienced
since the introduction of the system, and to determine the impact the system had on
performance in the relevant departments. The qualitative research methodology chosen
allowed for an interpretative approach that obtained an in-depth understanding of the
perceptions of managers based on their experience using the system. The data were obtained
using semi-structured interviews conducted with15 managers from the Trading Services
Cluster of the eThekwini Municipality, who had used the system for five years. All interviews
were transcribed and analysed using a thematic analysis method. Literature and studies from
various sources provided the theoretical framework underpinning the subject.
The research findings indicate that there is a negative perception towards how the system was
implemented and the managers agreed that while such a system is beneficial to the organisation,
there are challenges that need to be addressed. Some of the common themes that emerged were
the lack of consistency in the evaluation process, the culture of the organisation in terms of
staff attitude, the lack of training, and the complicated administration process of the system.
The study proposed a change management strategy that encapsulated an integrated approach
which took cognisance of the cluster’s organisational structure, culture, systems, policies and
processes.
A key recommendation is that the communication strategy should be proactive so that all
stakeholders are knowledgeable and can competently engage in the process. Training and
development should be a continuous process, where the principles and policies are reiterated
and any material changes to content are communicated effectively. A reward system that
clearly distinguishes mediocre performance from excellence must be investigated and suitable
alternatives implemented. The study confirms the complexity of implementing a Performance
Management System in the public sector and recognises the importance of an integrated
approach to implementing such a system.
Description
Master of Commerce in Leadership studies. University of KwaZulu-Natal, Durban 2015.
Keywords
Performance--Management., Employees--Rating of--South Africa--eThekwini Municipality Metropolitan., Service industries--South Africa--eThekwini Municipality Metropolitan., Performance standards--South Africa--eThekwini Municipality Metropolitan., Theses--Leadership and management., Performance management system.