The Practices and Challenges of Balanced Scorecard Implementation in Municipality Service Delivery in Injibara Town Awi Zone, Ethiopia

Abstract

The purpose of this study was to assess the practices and challenges of BSC implementation at municipality service delivery at Injibara town in Awi zone, North West Ethiopia. The methodology of this research employed was both questionnaire and key informant interview. Both qualitative and quantitative data analysis method was employed. Out of the non-probability sampling purposive/judgmental sampling and census survey has been used to consider all population which is 32. The collected data was analyzed using descriptive approach by frequencies and tables. The result of analysis revealed that there is inadequate commitment from leaders on the creation of conducive work environment, information sharing and encouragement of employees. Further, there is no close relationship with customers and failures on knowing what the stakeholders value and lack of commitment in human resource side like lack of reward system, and lack of recognition for their work are the major gaps that management should have to work more to bring improvements. Finally the researcher recommends that the organizations should have to works towards the improvements of BSC implementation by changing the mindset and attitude of employees towards BSC, motivating of employees through benefits and reward systems and automating the information handling system.

Keywords: Municipality, BSC, Implementation, Injibara town

DOI: 10.7176/EJBM/11-4-07