The University of Dodoma University of Dodoma Institutional Repository http://repository.udom.ac.tz Social Sciences Doctoral Theses 2014 The performance of urban water supply and sanitation authorities through human resource management in Tanzania: the case of urban water supply and sanitation authorities of Dar es salaam, Morogoro and Moshi Mokiwa, Peter A. The University of Dodoma Mokiwa, P. A. (2014). The performance of urban water supply and sanitation authorities through human resource management in Tanzania: the case of urban water supply and sanitation authorities of Dar es salaam, Morogoro and Moshi (Doctoral thesis). The University of Dodoma, Dodoma. http://hdl.handle.net/20.500.12661/947 Downloaded from UDOM Institutional Repository at The University of Dodoma, an open access institutional repository. THE PERFORMANCE OF URBAN WATER SUPPLY AND SANITATION AUTHORITIES THROUGH HUMAN RESOURCE MANAGEMENT IN TANZANIA: THE CASE OF URBAN WATER SUPPLY AND SANITATION AUTHORITIES OF DAR ES SALAAM, MOROGORO AND MOSHI By Peter A. Mokiwa A Dissertation Submitted in Fulfillment of the requirements for award of the Degree of Doctor of Philosophy of the University of Dodoma. The University of Dodoma October, 2014 CERTIFICATION The undersigned certify that they have read and hereby recommend for acceptance by The University of Dodoma a thesis entitled The Performance Of Urban Water Supply And Sanitation Authorities Through Human Resource Management In Tanzania: A Case Of Urban Water Supply And Sanitation Authorities Of Dar Es Salaam, Morogoro And Moshi in fulfillment of the requirement of the Degree of Doctor of Philosophy of the University of Dodoma. ………………………………………………………………. Professor Hosea Rwegoshora Supervisor Date:…………………………………………………………. …………………………………………………………………. Professor Peter A. Kopoka Supervisor Date :…………………………………………………………. i DECLARATION AND COPYRIGHT I, Peter A. Mokiwa, declare that this thesis is my own work and that it has not been presented and will not be presented to any other University for a similar or any other degree award. Signature ………………………............................................................................... This thesis is copyright material protected under the copyright Act 1999 and other International and national enactments on intellectual property. It may not be reproduced by any means, in full or in part, except for short extracts in fair dealing, for research or private study, critical scholarly review or discourse with an acknowledgement, without written permission of the Directorate of postgraduate studies, on behalf of both the author and the University of Dodoma. ii ACKNOWLEDGEMENT I would like to express my gratitude and appreciation to my wife Fouster and my son Stephen. My best regards and appreciation are also directed to Professor Hosea Rwegoshora of the Open University of Tanzania and Professor Peter A. Kopoka of the University of Dodoma who supervised and continually gave me advice throughout the preparation of this report. I would also like to express my appreciation to Mr. Godrich Mnyone who assisted me in data collection and my personal secretary Mrs. Mwanahamisi Baruti for her kind support throughout the study. I would equally not like to forget Mrs. Joy L. Chidosa , Miss Marygold Mavika, Mr. Shomari Gongo and Mr. Jackson Midala (CEO) all of Dar es salaam Water Supply and Sanitation Authority (DAWASCO). I would also like to thank Eng. Issa Osena, Mrs. Madawa Mhandeni and Mr. Laurian Kessy of Moshi Water Supply and Sanitation Authority. Thanks also go to Mrs. Rahma S. Sabuni, Eng. Ronad David Lewanga and Mr. Beno Kiduhe of Morogoro Water Supply and Sanitation Authority and other respective staff of the three Water Supply and Sanitation Authorities who provided data and support throughout this work. iii DEDICATION This work is dedicated to my wife Fauster and my son Stephen for their love and endless encouragement throughout the period of my studies. iv ABSTRACT Organizational performance improvement is considered a critical requirement for improved water services in the country. This study on organizational performance improvement of urban water supply and sanitation authorities in Tanzania through human resource management was based on a study of Dar es Salaam city, Morogoro and Moshi urban water supply and sanitation authorities with the aim of contributing to ways of improving water supply and sanitation services through human resource management in Tanzania. Both primary and secondary data were collected and analyzed using a combination of qualitative and quantitative methods. The findings of the study indicate that existing organizational performance improvement initiatives in the three urban water authorities were slow in staff recruitment. Findings point to failure of human resource management officers in the three urban water supply and sanitation authorities to successfully put in place and implement effective human resource policies and strategies. Consequently, there has been poor performance of staff in their duties, particularly in the supply of water and sanitation services to the public. It was further found that there was lack of cooperation between human resource management officers, other employees and customers. To rescue the existing situation the study recommends improved human resource management initiatives in all the three urban water authorities. These include among other things, formulation and implementation of dynamic policies to guide recruitment and retention of skilled staff. This is expected to reduce activities and operational costs thereby improving organizational performance. v TABLE OF CONTENTS CERTIFICATION ................................................................................................................. i DECLARATION AND COPYRIGHT................................................................................. ii ACKNOWLEDGEMENT ................................................................................................... iii DEDICATION ..................................................................................................................... iv ACRONYMS ....................................................................................................................... xi CHAPTER ONE ................................................................................................................... 1 INTRODUCTION ................................................................................................................ 1 1.0Introduction ...................................................................................................................... 1 1.1 Background Information ................................................................................................. 1 1.2 Statement of the Research Problem ................................................................................ 2 1.3 Objectives of the study.................................................................................................... 3 1.3.1 Broad Objective ........................................................................................................... 3 1.3.2 Specific objectives ....................................................................................................... 4 1.4 Research questions .......................................................................................................... 4 1.5 Scope of the Study .......................................................................................................... 5 1.6 Significance of the Study ................................................................................................ 5 1.7 Organization of the Chapters .......................................................................................... 6 CHAPTER TWO: ................................................................................................................. 7 LITERATURE REVIEW ..................................................................................................... 7 2.0 Introduction ..................................................................................................................... 7 2.2 Definition of Key Terms ................................................................................................. 7 2.2.1 Organizational Performance ........................................................................................ 7 2.2.2 Human Resource Management .................................................................................... 8 2.2.3 Incentives ..................................................................................................................... 8 2.2.4 Organizational Performance ........................................................................................ 9 2.2.5 Development of Organizational Performance ............................................................. 9 2.2.6 Technology ................................................................................................................ 10 2.3 Theoretical framework .................................................................................................. 10 2.3.1 Incentive Motivation Theory ..................................................................................... 10 2.3.2 The Maslow's Hierarchy of Needs Incentive and Motivation Theory. ...................... 12 vi 2.4 The Causal Model of Organizational Performance ...................................................... 14 2.5 Review of