Effectiveness of utilizing a balanced score card at UNRA Mbarara Station

Abstract

The objective of the study was to find out the effectiveness of utilizing a balanced score card at UNRA Mbarara station. The study was driven by the fact that the balanced score card is widely believed by scholars and policy makers as a useful tool used to align organization vision and strategy and translate them into action for achievement of organization objectives hence a fundamental strategy to yield organization performance in this case UNRA Mbarara Station. The study was designed as a cross-sectional quantitative evaluative survey. The research design used was quantitative and cross sectional survey in nature. The research was guided by three research objectives namely: To find out effectiveness of a balanced score card in improving internal processes, to find out the effectiveness of a balanced score card in improving customer satisfaction and to find out effectiveness of the balanced score card in promoting learning at UNRA Mbarara station. The unit of analysis was staff at UNRA Mbarara station. Primary data was collected from engineers, mechanics, plant attendants, operators, supplier officers and drivers at the station using self-administered questionnaires anchored on Likert scaled range and were analyzed using SPSS to generate descriptive statistics. Findings from the study indicated that utilizing the balanced score is effective in improving internal processes through setting targets in line with UNRA objectives, timely completion of projects, feedbacks, team work and participatory planning. Also, findings indicated that utilizing a balanced score card is effective in improving customer satisfaction through facilitation of public awareness, timely delivery of projects, encouragement of continuous improvement among staff, public ownership of projects as well as public feedback for improvement. The study also indicated that utilizing a balanced score card promotes learning through facilitation of continuous training, understanding of business strategy, facilitation of information flow, designing of training programs and promotion of career development. The study recommends that managers, engineers and policy makers in UNRA should allocate adequate resource to facilitate utilization of the balanced score card to enhance its effectiveness in UNRA Mbarara station.