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Assessing the Effect of the Balanced Scorecard as a Performance Appraisal tool on Employee Performance: A Case of a Pension House in Zambia

Author

Listed:
  • Doreen Swali

    (Cavendish University Zambia)

  • Elizabeth Zyambo

    (Cavendish University Zambia)

Abstract

This study assessed the effect of the Balanced Scorecard as a performance appraisal tool on employee performance at the National Pension Scheme Authority (NAPSA) Ndola Office in Zambia. A qualitative research methodology was used with thematic analysis of interview data. Findings show the BSC enhanced motivation, productivity, job satisfaction, accountability, and skill development by clarifying measurable goals and improving feedback quality. Challenges included inadequate training, unclear metrics, resistance to change, administrative burden, and infrequent feedback. The study recommends comprehensive BSC training, simplified appraisal processes, clearer KPIs, change management, and more frequent reviews to optimize performance outcomes.

Suggested Citation

  • Doreen Swali & Elizabeth Zyambo, 2025. "Assessing the Effect of the Balanced Scorecard as a Performance Appraisal tool on Employee Performance: A Case of a Pension House in Zambia," East African Finance Journal, East African Finance Journal, vol. 4(3).
    • Handle: RePEc:cwk:eafjke:2025-26
    DOI: 10.59413/eafj/v4.i3.6
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    References listed on IDEAS

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    1. Ricardo Corrêa Gomes & Clóvis Bueno de Azevedo, 2025. "Balanced Scorecard: A Literature Review to Trace its Trajectory in the Public Administration Domain," International Journal of Public Administration, Taylor & Francis Journals, vol. 48(8), pages 502-518, June.
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