An assessment of the impact of training and development on staff efficiency and service delivery in urban municipalities: The case of Chitungwiza municipality, 2013 to 2016.

ABSTRACT

This study was aimed at assessing the impact of training and development of staff efficiency

and service delivery in urban municipalities with specific reference towards CM from 2013 to

2016. The study utilised a mixed method approach encompassing both qualitative and

quantitative data analysis with a case study design. The sample study was selected from the

employees within Chitungwiza using stratified random sampling as well as judgemental

sampling. The research study utilised both primary sources (questionnaires, interviews,

photographs and observations) and secondary sources (books, government documents, the

internet, articles and journals). A conceptual organisational learning theory was employed to

explain the benefits associated with training and development from an individual, group and

organisational perspective. Data was analysed with the use of SPSS package and excel

package to deduce quantitative data and qualitative data was analysed with the use of

thematic data analysis and the use of pictures. The study showed a myriad of weaknesses and

strengths of employees at Chitungwiza Municipality in the conduct of their duties. Basically,

the study showed that much of the woes being experienced at the Municipality in as much as

service delivery is concerned are mostly attributed to poor utilisation of the employees other

factors such as autocracy, bureaucracy, lack of independency, corruption and lack of

employee motivation were also highlighted contributing to poor service provision at the

Municipality from 2013 to 2016. It was recommended that the Municipality should prioritise

and value their employees that will go a long way in motivating them to be more efficient and

effective in conducting their duties of which all this can be addressed with proper and

frequent training and development programmes of the staff to meet with the dynamic global

community.