Public Administration

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The Achievements and Challenges of Kaizen theory Implementation the Case Sino Ethiop
(Addis Ababa University, 2016-05) Girma, Alebel; Abagissa, Jemal (PhD)
Kaizen is originated in Japan in 1950s as one of means that has been used widely in Asia to improve elements associated with the effectiveness of business organizations, with mainly benefits already well documented. The Government of Ethiopia, inspired by the practicality of the Kaizen Policy in the business firms, adopted it as an exemplary approach and tool of growth and development in July 2009. This study attempted to investigate the achievements and pinpoint the challenges of Kaizen theory implementation through basic Kaizen tools like 5s and waste elimination in Sino Ethiop in Addis Ababa. Descriptive and inferential methods were used to gather information about the present conditions in the companies. The purpose of employing this method is to describe the nature of the situation, as it exists at the time of the study and to explore the causes of particular phenomena.In order to achieve the aim of the study, the researcher used non- probability purposive sampling technique to select the managers and simple random sampling for kaizen promotion teams and facilitators and, operational workers. Questionnaire and semi structured interview are used as data collection instruments .through the implementation of kaizen Sino Ethiop Pharmaceutical company.Data collection techniques like site-observation, photographs, questionnaires dissemination, interview, and reviewing literatures were employed. For the statistical analysis, Statistical Package for Social Sciences (SPSS)-Version 20 and Excel Spreadsheet were used. Various aspects of Kaizen implementation impacts in relation to quality and productivity improvements through 5S and waste elimination were assessed by classifying the subject into three categories: Level of implementation, Results/output of implementation and Challenges of implementation process. The result showed that there is a strong significant positive relationship between training and education, kaizen tools, kaizen pillars with kaizen achievements. The kaizen tools were positively and significantly correlated with quality, productivity, and profit. So as to utilize the effective implementation of kaizen the organization should work to train and educate employees about kaizen. It also needs to work to strengthen kaizen tools and kaizen pillars in order to improve the achievements of kaizen implementation. Key words: Kaizen, 5S, Waste, Standardization, Quality, Productivity, Sino Ethiop, EHGCs
Assessing Public Institutions Capacity for the Implementation of their Mandates:the Case of Ethiopian Ministry of Trade .
(Addis Ababa University, 2015-03) Mohammed, Kumneger; Abagissa, Jemal (PhD)
The aim of this study is to assess institutional capacity of public institution for the implementation of their mandates with due focus on Ethiopian ministry of trade. The capacity of the organization was assessed from human resource, financial resource, strategy and mission and physical infrastructure and facilities dimensions. In order to achieve this objective, data were collected though questionnaires, interview and document review. The population of the study was grouped in to customers, employee and management. Purposive, accidental and simple random sampling methods were employed to gather data. To analyze the data, semi- structured questionnaires were prepared and distributed to the all levels of employees under Ministry of Trade on the simple random sampling techniques, In addition to the questionnaires, semi structured interview was carried out with purposely sampled senior managements team. To triangulate the data obtained from employees and managements, semi structured questionnaire were also distributed and gathered from customers of the organization. Data were analyzed in tables, chart and graphs by using percent and mean. The finding of the study revealed that the organization has faced several challenge in human resource dimension. High employee turnover critically challenged the organization to not effectively execute its mandates. In terms of financial resource, though the organization is capable enough to obtain sufficient fund to run its operations, however capacity challenges are observed in utilizing the allocated budgets effectively. Adequate Physical infrastructures are in place to support the organization functions. However, frequent office utilities service interruption coupled with insufficient manpower and skill gaps of employee created customer’s dissatisfaction. Hence, it is recommended that the organization should give due attention to human resource development. In addition to that, to retain skilled man power and to attract the best man to the organization, the organization should work on non-financial incentive schemes. Furthermore, to improve the budget utilization practice, the senior’s management should develop a controlling mechanism to examine budget status
The Assessment of 20/80 Condominium Housing Projects in Addis Ababa: the Case of Bole and Akaky Kaliti Sub Cities
(Addis Ababa University, 2017-06) Dejen, Guesh; Abagissa, Jemal (PhD)
The purpose of the study was to assess 20/80 condominium housing projects in Addis Ababa. Mixed methods with quantitative and qualitative approach were applied as a methodology to address the research questions. Data was collected through semi structured questionnaire distributed to 160 purposively selected respondents, with10 key informant interviews were conducted and secondary data was collected from various sources. The data collected was analyzed using both quantitative and qualitative approaches. The techniques used to analyze data were frequency and percentage using Microsoft excels. The major findings indicated that the status and realities of condominium housing projects calls for collaboration of the public and private sector at large because the government capacity is very limited in providing adequate houses though it promised to build many condominium housing to the society. Regarding to this, there are many problems concerning to the client such as problem in selection of competent consultants and reliable contractors, absence of good methods and systems in purchasing and finance, slow speed in decision making, poor planning and controlling, lack of leadership skills of project manager, poor coordination and communication with stakeholders, and lack of sense of ownership and degradation of moral obligation. With regard to the consultant, there is lack of knowledge and experience, poor management and difficulty in controlling contractors, poor coordination and communication with the project stakeholders, slow response regarding to testing and inspection, lack of commitment to ensure construction work according to specification and design. Depending on the contractors lack of experience and technical profession, poor planning and scheduling, Insufficient coordination and communication, lack of leadership quality, less commitment, wastage of resources around the project sites, construction mistakes and defective works. In conclusion the weakness of the client, consultants and contractors affects the time, budget and quality of the project of condominium housing. Due to this result the projects could not achieve beyond half of their objectives. The study recommends that the private sector and the society at large are very important in construction of condominium housing, so government should open different alternatives to build houses in quantity and quality by employing the capacity of the public and private sector to match the demand with supply of housing
The Assessment of Addis Ababa Housing Development project with particular Reference to Delays and Constraints in its Implementation: the Case of HDPO
(Addis Ababa University, 2017-06) Kifle, Zerihun; Abagissa, Jemal (PhD)
Housing projects have an impact on personal, socio-economic as well as political conditions. As a result, it is essential to assess the actual causes of delay and constraint in order to minimize the delays and their corresponding costs and time. Successful completion of projects leads to socio economic growth and helps to provide good social welfare. The objective of this thesis is to investigate the main causes of delays and constraints as well as effects of delays in AAHDPO project. The study were used both Primary and secondary data sources to collect the necessary information. Two type of sampling techniques were used namely random and purposive sampling. Two Projects specifically Koye feche (10/90) and Kileto (20/80) were selected randomly based on the lists from HDPO office. The respondents were contractors, consultants and clients who worked in the Koye-feche and Kileto projects. The structured questionnaire in Likert scale was distributed and collected at a selected site of the case study. There are many causes that induce delay in HDPO construction projects. Before identifying the causes of delays the study was to test whether delay in HDPO had been found/ existing or not. From the above sample survey results understand that more than 78.18 percent of the respondents agreed the HDPO construction is exposed to delay. Moreover, Interviews conducted with some of the officials in HDPO indicated that delay is the main challenge for construction projects. The relative important index (RII) was computed for each cause to identify the most significant causes and later the causes of delays were ranked based on the RII; results showed that the ten critical factors that contribute to project delays in HDPO are; delays in the payment for services, Shortages in basic materials, Slow decision making by all functional group, inaccurate cost and time estimate, poor infrastructure development, poor capacity of contractor and sub-contractor, Poor risk management and inadequate financial availability as planned through project duration. The critical effects of delays are time overrun, cost overrun, litigation/ legal action, Public dissatisfaction or loss of belief of citizen, termination and disputes. After the causes and effects could be observed and provide a clue to minimizing delay on construction sites. This study has also delivered recommendation, all of that will assist client organizations to curb the problems associated with delays and constraints in its project implementation. Key words: constraints, delay, cause, effect, mitigation, construction, project implementation
Assessment of Budget Management Practice: the Case of Major General Hayalom Araya Military Academy
(Addis Ababa University, 2017-06) Geriso, Jebril; Abagissa, Jemal (PhD)
This study was conducted on assessment of budget management practice in the case of Major General Hayalom Araya Military Academy. The research considered the scant literature review on the theme and aims to present scholarly report on the cause of the budget scarcity in this military academy. As primary observer and insider, I am motivated to conduct this research. Thus, the general objective of the study is to assess the budget management practice in the Major General Hayalom Araya Military Academy and explain the causes of budget scarcity in the academy. Thirty percent of the total target population with 85 respondents were used to fill the both open and close- ended questionnaires. In addition, four commandants of the military academy were interviewed to collect primary data through semi-structured interview. the analysed data using table of frequency indicates that the annual plan is not depends on scientific studies and need assessment, the budget of the military academy is centralized and the utilization is not transparent. The Academy Lacks adequate and experienced plan and budget experts. There is no evidence based evaluation mechanisms in the budget utilization at each level of hierarchy. From this, the researcher concluded that unscientific annual plan preparation, non-transparent budget utilization, and centralized budget management results in budget scarcity at lower level of the hierarchy to carry out their duties and responsibilities. Therefore, in order to improve budget management process the leaders of the military academy should be committed enough to prepare annual plan and budget depending on scientific research and need assessment. They should be rational in allocating budget for departments and budget users. Key words: Budget, Budget Management, plan, and budget, Major General Halom Araya Military Academy
The Assessment of Good Urban Governance Practice in Land Administration of Addis Ababa: the Case of Yeka Sub-City
(Addis Ababa University, 2015-11) Aimro, Ashenafi; Abagissa, Jemal (PhD)
Over the last decade, good governance has become a major area of focus by the government of Ethiopia. However, in reality most of public service institutions call for genuine practices of good governance. The service delivery of those institutions hindered due to the absence of good governance. The objective of the study is to assess the practice of good governance in land administration of Addis Ababa city administration Land Development and Management Office of Yeka sub city. This study tried to identify the perception of customers and employees towards the practice of good governance and customer satisfaction on the service provision of the sub city’s Tenure administration and transitional period service office. Based on the perceptions that obtained from the respondents; the study tried to check on the relationship between the overall customer satisfaction on the office’s service delivery and practice of good governance. In this research the tailored dimensions/principles of good governance are utilized on the Likert scale questionnaire. The five selected principles/dimensions of good governance were taken as variables of good governance. Additionally, to triangulate the responses of respondents qualitative data collected through key informants’ interview and observation. To achieve the research objectives, both explanatory and descriptive research methods were applied. Therefore, the findings of the study revealed that the degradation of office’s service quality has arises from unsatisfactory practice of good governance and/or inadequate quality of good governance of the office. Among the identified root causes of the office’s customer service problems; the citizen charter of the bureau is not in function and most of customers have no idea about the citizen charter, there are inconsistencies on interpreting enacted legislations due to the absence of definite work procedure, the office didn’t provide capacity building training and development schemes, the office did not respond promptly for customers’ complaint and Customers at grass root level didn’t get any opportunity to participate on developing and/or commenting plans, policies, and on evaluating final performances of the office. The study has also come up with important recommendations
Challenges and Prospects of Outsourcing: the Case of Commercial Bank of Ethiopia
(Addis Ababa University, 2015-05) Maru, Abebe; Abagissa, Jemal (PhD)
The purpose of this research is to assess the challenges and prospects of outsourcing the security, messenger and janitorial services in commercial bank of Ethiopia and to come up with the possible solution to minimize the existing problems. The study covers CBE branches under west Addis district and the outsourcing administrative office. The researcher used both qualitative and quantitative data collected through questionnaires, interview, and review of CBE service level agreement document. The findings of the study show that the outsourced services enabled the bank to save managers time, give more attention for the core functions of the bank rather than non core areas and expand its branch aggressively. On the contrary defining SLA, selecting the right vendor, loss of direct controlling and measuring service qualities were the challenges of the bank as the result of outsourced services. In addition to these, employees of the service provider were not properly trained about their job, lack motivation and belongingness, not properly equipped with materials that help to perform their job. Thus, the performance of the service provider was not as per service level agreement. Finally, it is recommended that commercial bank of Ethiopia should deal with the service provider to revise the service level agreement and enforce the service provider to facilitate the necessary training to improve employees’ skill and to provide working materials for a particular job. The bank also need to follow up the service quality as per SLA and check the amount of commission that the service provider collect from each employees monthly salary as compare with the bank paid to the service provider per individual employee
Employees` Attitudes Towards the Performance Management System: in Case Birhan International Bank Share Company
(Addis Ababa University, 2017-06) Yohannes, Metasebiya; Abagissa, Jemal (PhD)
Employees are the most valuable resource of an organization and assessing their attitudes towards their internal business process make a difference to company performance. Hence, this paper demands assessing the employees’ attitudes (job satisfaction, motivation, commitment and training and development) towards the performance management system (planning, monitoring, rating, feedback and review) of Birhan International Bank Share Company. In the way to answering the basic questions of the research, the study applied descriptive research design using mixed research approach. Data was gathered through questionnaire, interviews and document review. To collect representative data, a five-point Likert-scale is used and descriptive analysis with Frequencies and percentages were applied during data analysis. The finding of the research shows that job satisfaction is the most positively influencing employees’ variable towards PMS and employees commitment is negative towards the PMS. This explains Whether or not an employee have loyalty to the organization, have willingness to exert effort on behalf of the organization, degree of goal and value congruency with the organization, and a desire to maintain membership in the organization has a very limited effect on PMS as compare to the job satisfaction, motivation and training and development programs. Based on the findings, the organization is recommended to improve the commitment level of employees, which can be best done by applying 360- degree evaluation that enables checking the managers’ perceptions for accuracy, fairness, balance, reasonableness, and consistency. In addition, it is better to conduct training need assessment in order to improve the responsiveness of employees to training and development programs included in PMS. Key words: Employees Attitudes, Job satisfaction, Motivation, Commitment, Training and Development, performance management system
The Evaluation of Customer Satisfaction of Anbassa City Bus Service Enterprise
(Addis Ababa University, 2015-12) Tsegaye, Aschalew; Abagissa, Jemal (PhD)
Public enterprises are organizations established and owned by government to provide different services to the public. Most of the time these enterprises give their services to the public by collecting some amount of money which is less than the market price of the goods or services provided by them and sometimes with subsidy. Their customers are important stakeholders in organizations and their satisfaction is a priority to management. Most of these enterprises apply different types of reforms to improve their service provision capacity and customers’ satisfaction. Currently Anbassa City Bus Service Enterprise (ACBSE) implemented BPR to improve its service quality and maximizing customers’ satisfaction. This study was conducted to assess the service delivery performance and customers’ satisfaction in the aftermath of implementing BPR. To achieve the objectives of this study, data was collected through questionnaire from a sample of 192 customers and employees of the Enterprise. These respondents were selected using simple random sampling method. Additional data was collected through interview from the General Manager and Public Transport Core Process Owner of the Enterprise. The data collected using the questionnaire were analyzed using statistical tools such as mean and frequency analysis. Service delivery of the Enterprise was evaluated by using service quality dimensions designed by Parasuraman et.al. (1988). The results of this evaluation indicate that, almost in all dimensions of service quality the Enterprise service provision rated as poor and customers are not satisfied except some factors within the dimensions. Generally, the finding of this study indicates that customers were not satisfied by overall service provision of the Enterprise and the service quality declined even if the Enterprise implemented BPR to improve its services. Based on the findings of the study, the researcher forwards some recommendations like maintaining effective complaint handling, supporting the service delivery by IT, empowering employees to serve their customers in proper way, and others which help to improve the Enterprise service delivery performance
The Implementation, Achievements and Constraints of Performance Management Using the Balanced Scorecard in Addis Ababa City Administration: the Case of Addis Ketema Sub-City Woreda 2
(Addis Ababa University, 2015-06) Kebede, Dereje; Abagissa, Jemal (PhD)
This study is concerned with the performance management in the Addis Ababa City Administration with taking Addis Ketema Sub-City Woreda 2 as its case. To this end, the study has made an effort to thoroughly look into the implementation, achievements and constraints that have taken surface in the whole performance management process and system. The study, with prime intention to find out and describe the roots of the problems and constraints, was geared towards answering key research questions pertinent to performance management in the study Woreda. It has made an effort to identify and investigate achievements and constraints associated to application of the Balanced Scorecard (BSC) which is being used by Addis Ababa City Administration and its Sub-City and Woreda level agencies/offices as a performance management tool since 2010. All the employees and head of sector offices (167 individuals in total) in the Woreda administration have been taken as study population. Data have been collected from 71 individuals (which is 50.4% of the entire eligible study population) using structured self- administered questionnaire. Five persons have also been contacted for in-depth interview from Addis Ketema Sub-City (2 informants) and the Woreda 2 administration (3 informants) for triangulation purpose. The primary data were analyzed using SPSS (statistical packages for social sciences) to get descriptive statistics/results. Qualitative data collected through in-depth interviews, open-ended questions and document review were analyzed through transcription into micro-soft word processing and categorizing and coding based on their themes. The study findings have revealed that the performance management process of the study Woreda needs serious considerations to reap some fruits out of it. In a nutshell, the study has found out that the whole process of performance planning, provision of ongoing coaching and technical support to the implementing agencies and individuals, recognition and reward, and ensuring performance accountability both at individual employee and organizational levels were not on the right track to bring about meaningful performance improvement. The problem is associated to the need to shift to and institutionalization of effective modern performance management system and practice on the one hand, and in ability to break away from traditional bureaucratic mentality and practices on the other. Key words : Performance Management, Addis Ababa City Administration, Addis Ketema Sub-City Woreda 2, Balanced Scorecard (BSC), Performance Management tool
An Investigation into the Relationship Between Administrative Culture and Institutionalization of Performance Management Reform In Amhara National Regional State Civil Service by Using the Fedrral Reform Project As A Term of Reference
(Addis Ababa University, 2015-05) Amare, Alazar; Abagissa, Jemal (PhD)
Although the new public management (NPM)-inspired performance management reform has been embraced in Ethiopian civil service since 2001, no attempt has been made by scholars and practitioners to empirically investigate the institutionalization status of such an intervention and its relationship with the administrative culture that is presumed to shape and influence civil servants behavior within the civil service. In other words, those extant empirical studies on performance management reforms in Ethiopia have rarely made references to the nature of administrative culture and its relation with the institutionalization process of performance management reform. Where there have been some references, they often based on no more than anecdotal evidence and as such do not provide a systematic basis for assessing the real influence of administrative culture on the institutionalization of the reform. This research was thus undertaken to look for empirical evidence of the nature of administrative culture and its relationship with the institutionalization status of the performance management reform in the Ethiopian civil service with a particular focus on the state level civil service of the Amhara National Regional State (ANRS). In so doing, the study has adopted a cultural approach to studying the administrative reforms and defining administrative culture as values, beliefs, norms, and practices of civil servants; and principally a quantitative methodology that incorporates to some degree the qualitative approach was employed in investigating the administrative culture within the civil service in question. The institutionalization level of each aspect of the performance management reform, including the overall performance management reform, was also assessed and the relationships between this reform institutionalization measures and the administrative cultural orientation of civil servants were examined. The analysis of the data revealed that performance management reform failed to take root within the civil service of ANRS partly because the administrative cultural orientations of the majority of civil servants appeared incompatible with the reform requirements. The research particularly revealed that high power distance, strong uncertainty avoidance, and collectivistic orientation were incompatible with the performance management reform which sought to manage individual performance without considering the unequal distribution of power, collectivistic orientation and fear of innovation or new ways of doing things. The research has also demonstrated that the low performance orientation culture and political patronage in the civil service were the other stumbling blocks to the performance management reform to take root in the civil service of the ANRS because they were opposed to meritocracy which is the central element of the performance management reform. The findings of this research support the thesis that administrative culture matters and sustained applicability of a Western-rooted performance management system cannot be taken for granted in a non-western context. It is therefore recommended that in order for the performance management reform to take root, the reformers should engage in the redesign of the reform to comply with the hard to change aspects of the prevailing administrative culture within the civil service. At the same time, they should come up with a cultural change program with the purpose of weeding out obstructive elements of the administrative culture within the civil service in question
The Practice, Challenges, and Prospects of e-Government: the Case of Ethiopian Revenue and Customs Authority (ERCA) Large Taxpayers Office (LTO)
(Addis Ababa University, 2015-06) Eshetu, Samuel; Abagissa, Jemal (PhD)
The economic imperative of ICT on public agencies is becoming paramount. Accordingly, ERCA has been automating its tax assessment and collection systems, which it claims assist to achieve increase in its tax revenue. This increase, however, is reported to be low compared to the tax base of the economy. Other studies have also revealed high administrative burden for paying taxes and noncompliance to tax laws that result for the country to lose millions of income from tax revenue. The study aimed to examine how well e-Government is recognized and comprehensively rolled out as a strategic tool to solve such drawbacks on existing tax administration systems at ERCA LTO. ERCA has been investing to reform its tax administration system. However, the changes made are not harmonized with the national e-Government plan, focusing only to reach around 1,000 large tax payers (than its potential capacity to expand the tax base), not striving towards bringing holistic e- Government, and is mostly piecemeal. The overall level of satisfaction of large taxpayers on ERCA’s website as a primary source of one-stop-shopping portal is also found to be only 52%. In terms of the stage of e-Government, ERCA is found at its emerging stage where most of its e- Services are informational (static) than transactional. Benchmarking of its e-Services with selected Sub-Saharan African countries has also revealed that a lot has to be done for ERCA to evolve its e- Service to a stage where all its services are integrated in seamless manner; fiscal transparency is enhanced; knowledge management (for example to control tax evasion) is optimized; and e- Payment augments e-Filing. To address these findings, the study recommends a more robust transformational change, than mere automating of existing process, towards the higher stages of e- Government directed by a comprehensive e-Government strategic plan

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