Abstract

This study examines the effectiveness of the performance management system currently in use within South Wales Fire and Rescue Service, whilst challenging the assertion that targets do lead to improved performance from the customer’s point of view. This paper recognises the importance of performance management in the delivery of an organisations strategic intent at the same time questioning its true worth under the current target regime.The approach taken is that of a multi-method case study, utilising quantitative questionnaires on which to base, deeper qualitative enquiry in the form of semi-structured interviews, thus developing a theory in the process. The research is limited to a single public sector organisation, the focus of the research being restricted to a section of business planning managers within the host organisation. The purpose being to critically evaluate the important role performance management has within the wider aims of an organisation. Much of the research is based on the results of a comprehensive literature review, relating to public sector performance management. The findings of this research take a similar view to the academic argument, suggesting that performance management in the public sector tends to be more to do with control and accountability than with learning and improving performance. Furthermore there is clear evidence to suggest that centrally driven targets can have unintended consequences on actual performance in the form of gaming and dysfunctional behaviour. Moreover this study concludes that a bureaucratic, top-down approach actually impedes rather than improves performance, suggesting a more holistic approach to management should be considered. It is hoped that this paper not only benefits the development of the author, but additionally the host organisation, by highlighting how the positive use of information, in the form of measurement can better inform managers in their decision making, whilst concentrating on providing a sustainable quality service in place of arbitrary targets, that tend to remove critical recourse away from frontline services.

Description