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Assessing the Effect of Performance Management Systems on Operational Efficiency and Service Delivery at Eastern Water and Sanitation Company Limited (EWSC)

Author

Listed:
  • Charity Phiri

    (Cavendish University)

  • Lee Caleb Mahlangu

    (Cavendish University)

Abstract

This study investigated the effect of Performance Management Systems on operational efficiency and service delivery at the Eastern Water and Sanitation Company Limited in Zambia. A qualitative research methodology was employed involving in-depth interviews with key staff members. Thematic analysis revealed that PMS improved operational efficiency by enhancing resource utilization, enabling early detection of operational issues, and promoting continuous feedback that motivated productivity. Service delivery improved through raised service standards, timelier responses, and strengthened accountability. Challenges included insufficient training, limited financial and human resources, resistance to change, and interference affecting fairness. Recommendations include increased investment in training, adequate resourcing, strengthening organizational culture, and reducing interference to protect system integrity.

Suggested Citation

  • Charity Phiri & Lee Caleb Mahlangu, 2025. "Assessing the Effect of Performance Management Systems on Operational Efficiency and Service Delivery at Eastern Water and Sanitation Company Limited (EWSC)," East African Finance Journal, East African Finance Journal, vol. 4(3).
    • Handle: RePEc:cwk:eafjke:2025-23
    DOI: 10.59413/eafj/v4.i3.3
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    References listed on IDEAS

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