Relationship between target setting and service delivery in the National Water and Sewerage Corporation of Kamwenge. A cross-sectional study.

Abstract

Background:

The study aims to assess the relationship between target setting and service delivery in the National Water and Sewerage Corporation of Kamwenge.

Methodology:

The study adopted a cross-sectional survey design using both quantitative and qualitative approaches. The study employed simple random and purposive sampling to select the respondents from the 5 branches of the Kamwenge area.

 Results:

 The majority of the respondents (45.8%) have worked for NWSC between 0 and 5 years. A positive (.646*)statistically significant relationship existed between Target Setting and Service delivery with a (41.2%) effect or variation on service delivery.78.3% of the respondents agreed that Key Performance Indicators (KPI’s ) are clearly known by all KW staff and 94.2% of the respondents have clear understanding of the set performance targets for the branches, 90% of the respondents agreed that targets for groups (territories) are made known to all group members and 85.8% are aware of the targets of their tgroups. 98.4% of the respondents agreed that branch performance targets are SMART, and this may be the reason why 98.4% of the respondents agreed that targets at KW are ambitiously set, because 69.2% of the respondents still disagreed that staff members in branches participate in the setting of the SMART targets.

Conclusions:

Management should put in place a mechanism to utilise feedback and ideas generated by the hands-on staff in target setting, as it significantly affects service delivery.

Recommendations:

NWSC should continue setting targets because there is absolutely no downside to doing so, and it’s important to show employees that a particular target makes a contribution to the organisation’s success, and the organisation’s interest and support should be clearly portrayed to the staff.