LEVERAGING PERFORMANCE MANAGEMENT SYSTEMS FOR THE QUALITY-OF-SERVICE DELIVERY IN HEALTH CENTRES
DOI:
https://doi.org/10.18623/rvd.v23.6232Keywords:
Feedback, Goal Setting, Organisational Effectiveness, Performance Management System, Service DeliveryAbstract
Across various industries, performance management systems (PMS) are crucial for improving organisational effectiveness and guaranteeing the provision of high-quality services. With an emphasis on important elements like goal-setting, performance evaluation, feedback, training, and leadership support, this study examined the impact of PMS on service quality. Employee data was gathered through structured questionnaires, and regression analysis and descriptive statistics were used for analysis. A statistically significant positive correlation between PMS and service delivery quality was found in the results, suggesting that a large amount of the diversity in service outcomes can be explained by efficient performance management. Organisations with well-implemented PMS were found to benefit from increased employee motivation, competence, and accountability, which translated into improvements in timeliness, responsiveness, reliability, and overall satisfaction among service recipients. These results highlight the importance of systematically implementing and continuously refining performance management practices to achieve organisational objectives and promote excellence in service delivery. For managers and policymakers, the study underscores the need to prioritise PMS as a strategic tool that not only strengthens organisational performance but also supports sustainable service excellence over time.
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