An Overview of Effectiveness of Balanced Scorecard Performance Management System in Tanzania

Abstract

This study investigated the effectiveness of Balanced Scorecard (BSC) on provision of quality services in selected public organizations in Tanzania. The objective was to investigate the effective of balanced Scorecard on quality services in selected public organizations. The study reveals that BSC tool is more effective compared to previously used tools. Also, the employee’s perception on effectiveness of BSC tool on provision of quality services is positive. The findings of ordinal logistic regression analysis show that the effectiveness of BSC tool increases the likelihood of employees to provide quality services. Further, extended regression namely structural equation modelling shows that the relationship between effectiveness of BSC tool and provision of quality services is distorted by high level of autocratic management style while not distorted by rules, policy and regulations. The study is strongly recommending that there is a need for government and private organisations to adopt BSC as an effective tool for provision of quality services; There is a need of introducing transformational and collaborative management styles in order to account for quality of services; Organizations should continuously enforce regulations, rules and policies; The study should be used by decision makers to set standards of introducing viable and vibrant performance management tools which are result oriented and further studies on uncovered areas on BSC to be undertaken in future.