Background of the Problem
The performance of any organisation is usually measured by its ability to achieve its goals by providing
quality services within an appropriate time and cost structure (McNamara, 2008). Performance has been defined
as the accomplishment of a given task measured against preset known standards of accuracy, completeness, cost
and speed (Were, Gakure, Kiraithe and Waititu 2013). There is no universally accepted way of measuring
performance of an organisation as interested groups hold different ideas of what counts. For example, the
management of a manufacturing firm may define its performance in terms of quantity of goods produced and the
profit generated annually. A donor or a government on the other hand may define performance in terms of the
impact of its activities on lives of the target groups. A police force may measure its performance in terms of its
ability to preserve peace, protect property, detect and prevent crime and enforce law. Performance of an
organisation is usually determined through an assessment exercise. Typical tools used during an assessment
exercise are questionnaires, strength, weaknesses, opportunities and threats (SWOT) analysis, diagnostic
models, performance management appraisal and comparison of the achieved with “best practices” or industrial
standards (Nimalathasa, 2009).