Performance Management Practices, Organization Structure and Service Delivery

Abstract

Purpose: The general objective of this study is to determine the relationship between performance management practices, organization structure and service delivery. The specific objectives are; to determine the relationship between training and service delivery, to establish the relationship between performance appraisal and service delivery, to find out the relationship between performance contracts and service delivery, to investigate the moderating effect of organization structure on the relationship between performance management practices and service delivery, and to determine the mediating effect of total compensation on the relationship between performance management practices and service delivery. Methodology: The study adopted a desktop literature research design. The desktop literature review focused on previously published journals that looked at performance management systems in both public and private institutions. Desk research is not about collecting data. Instead, is to review previous research findings to gain a broad understanding of the field. Books and journals were used to collect information. To identify the right journals and books several keywords such as training and service delivery: performance appraisal and service delivery: performance contracts and service delivery and performance management practices were searched in google. Conclusions: From the reviews done by the researcher, there is a positive relationship between performance management practices and service delivery. Majority of the findings from the studies by various researchers also draws similar conclusions except for one study that found that there was no relationship between performance management system and service delivery. Unique contribution to theory, practice and policy: The researcher recommends that an in depth analysis of the relationship of performance management practices and service delivery be carried out incorporating various other moderating and mediating variables.