Global Journal of Human Resource Management (GJHRM)

EA Journals

Service delivery

Implementation of civil service reforms in Southeast Nigeria: A Review of Service Compact with all Nigerians (SERVICOM) (Published)

The paper assesses the Implementation of civil service reforms in Southeast Nigeria using the 2005 Service Compact with all Nigerians (SERVICOM) as focus. A cross-sectional survey method wherein structured questionnaire was used to collect data was adopted. From a total population of 2,758, a calculated sample of 400 respondents was adopted using Guilford and Flruchter (1973). With the aid of strategic model of Human Resource Management [SHRM] theory, percentage, and chi-square (χ2) tools, the data generated was analysed. The results reveal that the Civil Service Commissions have not sufficiently established the structural requirements 0f SERVICOM, failed to substantially establish SERVICOM procedures and principles, and failed to apply customer problem and satisfaction survey mechanisms to assess its services. Therefore, this paper recommends a time-tagged ultimatum to the Civil Service Commissions to implement all the SERVICOM requirements and establish its procedures and principles. A special unit/department should also be created with the sole oversight function of managing reforms in the civil service.


Keywords: Civil service, Reforms, Service delivery, Servicom, Southeast Nigeria

Workforce Diversity and Performance of Nigerian Breweries Plc, Enugu, Nigeria (Published)

The capacity to deploy human capital in the manufacturing sector in Nigeria has been limited by ethnicity which seems to have affected their service delivery due to their inability to utilize and implement ethnic diversity. The general objective of the study was to examine workforce diversity and performance of Nigerian Breweries Plc, Enugu, while the study specifically ascertained the relationship existing between ethnic diversity and service delivery of Nigerian Breweries Plc, Enugu. The study adopted descriptive survey design. The study has a population of 474 employees. Taro Yamane’s formula was used to determine the sample size of 217 employees. The data obtained from the questionnaire were analyzed using Pearson Product-Moment Correlation Coefficient on SPSS ver. 22.  The study found out that there was a strong, positive relationship between ethnic diversity and the service delivery of Nigerian Breweries Plc, Enugu. It was recommended that the Nigerian Breweries Plc, Enugu should integrate diversity management into its management structure to ensure that organisational service delivery is enhanced through ethnic diversity

Keywords: : Human Capital, And Ethnic Diversity., Service delivery, Workforce diversity

The Importance of Setting Performance Targets on Service Delivery in Performance Contracting At the Ministry of Tourism, Kenya (Published)

Performance targets are an important component of management control systems by serving as a standard against which performance is often evaluated in service at the end of a specified period. Thereby, targets largely determine bonuses, career prospects and promotion decisions to motivate service delivery efforts and retain employees. Given this prominent role of targets in business practice, it is important to understand how the public sector sets performance targets to contract with managers. This paper is an insight into the impact of setting performance targets in enhancing performance in service delivery of the public sector. The study employed a descriptive survey design to help obtain and describe information impact of performance targets on service delivery. The target population comprised 164 employees working at Ministry of Tourism headquarters at top, middle and lower levels of management. The human resource framework for the ministries in Kenya are identical thus the study results can be generalized to other ministries. The sample was drawn from each stratum using the simple random sampling technique. Questionnaires were the major source of data collection; a semi-structured questionnaire was most preferable. The author mainly used descriptive statistics that included percentages, mean and standard deviation to analyze data. The findings and recommendations will assist management in enhancing the use of performance targets so as to enhance performance. It sensitizes the employees on the relationship between good performance and good rewards through achievement of set targets.

Keywords: Control Systems, Performance Contracting, Performance Targets, Public Sector, Service delivery

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