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

This study investigated the effect of Performance Management Systems (PMS) on operational efficiency and service delivery at the Eastern Water and Sanitation Company Limited (EWSC) in Zambia. The primary purpose was to assess how PMS influenced resource allocation, problem detection, employee productivity, service quality, timeliness, and accountability within the organization, as well as to identify challenges hindering effective PMS implementation. A qualitative research methodology was employed, involving in-depth interviews with key EWSC staff members directly engaged with the PMS. Thematic analysis of the collected data revealed that PMS positively impacted operational efficiency by enhancing resource utilization, enabling early identification of operational issues, and fostering continuous employee feedback that motivated productivity improvements. The system also improved service delivery by raising service quality standards, ensuring timelier responses, and strengthening accountability through clear role definitions and performance reviews. However, the study identified significant challenges, including insufficient training on PMS tools, limited financial and human resources, resistance to change among employees, and political or managerial interference that compromised the fairness and objectivity of the system. Based on these findings, the study recommended increasing investment in staff training and capacity building, securing adequate resources to support PMS activities, fostering a positive organizational culture receptive to change, and minimizing political interference to safeguard the system’s integrity