AN EVALUATION OF PERFORMANCE MANAGEMENT AND ITS IMPACT ON SERVICE QUALITY IN PUBLIC SECTOR OF CAMEROON

CHAPTER ONE

INTRODUCTION

1.1 Background of the Study

The process of performance management involves creating a conducive work environment that empowers employees to maximize their potential. The specific methods employed by employers can vary, but generally include goal setting, performance appraisal, and reward mechanisms. Performance management serves as a crucial mechanism for enhancing organizational performance. It was introduced with the aim of effectively managing performance by establishing clear alignment between individual employee performance and the strategic objectives of the organization (Sathornkich, 2020). Bana (2018) emphasizes that successful performance management necessitates both institutional and legal frameworks, with the latter serving as a flexible tool to ensure adherence to performance management standards. Thus, the Performance Management System (PMS) functions as an institutional and legal framework for ensuring effective performance management. According to Qureshi, Shahjehan, Zia-urRehman, and Afsar (2020), the PMS embodies a strategic and organizational approach that continually describes, evaluates, implements, and enhances organizational performance. 

Furthermore, utilizing formal performance measures grounded in explicit and objectively defined criteria and metrics is a foundational element of incentive systems in both public and private sectors. These performance measurement systems should facilitate thorough analysis of employees' efforts, tasks, work arrangements, and outputs, establishing work procedures based on technical logic and implementing standards and production controls to maximize efficiency (Radin, 2020).

Additionally, the fundamental premise of performance management models is that employees tend to perform better when their performance is closely tied to their effort or output (Rothstein, 2018). Moreover, organizations are expected to excel and achieve their overarching goals provided that their employees are motivated. Consequently, it is crucial for organizations to adopt performance management systems (PMS) that are equitable and accurately compensate employees. However, the reality with PMS in both private and public sectors often involves numerous challenges such as political and environmental influences and non-standardized outputs, making the precise measurement of performance and establishment of performance benchmarks difficult and occasionally costly. Therefore, a survey will be conducted in order to evaluate on performance management and its impact on service quality in public sector of Cameroon.

1.2 Statement of the Problem

A well-designed performance management system (PMS) includes clear objectives, targets, key performance indicators, and timelines to achieve desired outcomes (Aguinis, 2019). Since its introduction into the public service of Cameroon, there has been a persistent issue of poor employee performance and service delivery (Tjivikua, 2017). This ongoing problem has tarnished the perception of the PMS, which was intended, under the Public Service Act, to empower public servants to deliver quality services to citizens (Tjivikua, 2017). Additionally, the root of this negative situation can be attributed to inadequate design of public sector organizations (Mbanga, 2018; Shafudah, 2019). However, Sulle (2019) further emphasized that ineffective implementation of PMS has led to instances of fraud, wasteful spending, corruption, economic downturns, and decreased productivity, as employee performance is not adequately monitored, assessed, and managed.

In light of the efforts undertaken by the Cameroonian government and the Public Service Commission of Cameroon, there is a recognition of the need for improvement in the performance management system. Hence, the study seeks to evaluate on performance management and its impact on service quality in public sector of Cameroon.

1.3  Objectives of the Study

The main purpose of this study is to evaluate on performance management and its impact on service quality in public sector of Cameroon. Specifically, the study will;

Investigate the factors affecting the delivery of quality public service in Cameroon

Identify the performance management techniques implemented to facilitate effective public service delivery in Cameroon

Ascertain the performance management application method required for effective quality public service delivery in Cameroon

Examine the effect of performance management on quality public service delivery in Cameroon.

1.4 Research Questions

The following questions have been prepared for the study:

What are the factors influencing the delivery of quality public service in Cameroon?

What performance management techniques have been put in place to enhance effective public service delivery in Cameroon?

What methods of performance management application are necessary for achieving effective quality public service delivery in Cameroon?

How does performance management impact the delivery of quality public services in Cameroon?

1.5 Research Hypotheses

H0: There is no significant relationship between performance management and service quality in public sector of Cameroon.

Ha: There is a significant relationship between performance management and service quality in public sector of Cameroon.

1.6 Significance of the Study

The findings of this study will provide employees the opportunity to state their individual perceptions towards performance management of the organization, and make recommendations as to what they feel the organization should do to improve productivity. Also, the management will benefit from the study too, as the findings will be presented to them with recommendations from the respondents. It will make them understand the benefits of good performance management and it influence on employees productivity. Further more, subsequent researchers will use it as a literature review. This means that other students who may decide to conduct studies in this area will have the opportunity to use this study as available literature that can be subjected to critical review. Invariably, the result of the study contributes immensely to the body of academic knowledge with regard to performance management and its impact on service quality in public sector of Cameroon.

1.6 Scope of the study

The scope of this study is boarded to evaluate on performance management and its impact on service quality in public sector of Cameroon. Empirically, this study will investigate the factors affecting the delivery of quality public service in Cameroon, identify the performance management techniques implemented to facilitate effective public service delivery in Cameroon, ascertain the performance management application method required for effective quality public service delivery in Cameroon and examine the effect of performance management on quality public service delivery in Cameroon.

Geographically, the study will be delimited to civil servants in Douala, Cameroon.

1.7 Limitation of the study

In the course of carrying out this study, the researcher experienced some constraints, which included time constraints, financial constraints, language barriers, and the attitude of the respondents. In addition, there was the element of researcher bias. Here, the researcher possessed some biases that may have been reflected in the way the data was collected, the type of people interviewed or sampled, and how the data gathered was interpreted thereafter. The potential for all this to influence the findings and conclusions could not be downplayed. 

More so, the findings of this study are limited to the sample population in the study area, hence they may not be suitable for use in comparison to other schools, local governments, states, and other countries in the world.

 1.8 Definition of Terms

Performance Management System: a structured process implemented within organizations to monitor, evaluate, and improve the performance of employees, teams, departments, or the organization as a whole.

Service quality: the level of excellence or satisfaction delivered by a service provider to its customers or clients.

Public sector: refers to that portion of an economy where goods and services are provided by government agencies or organizations that are owned or controlled by the government.