1.

3 Statement of the problem

Employee performance is a crucial aspect in allowing organisations to optimise their processes

and improve efficiency and productivity in the workplace (Asa, 2023). Employee performance

services such as customer satisfaction, team productivity and effectiveness are significant to

improving Onboarding. National Animal Genetic Resources Centre and Data Bank has put in

place various policies to improve Onboarding which include; performance accomplishments,

vicarious experience, mapping employee competencies, document employee roles, processes,

strategies and methods (NAGRC&DB Corporate Plan, 2021-2024). Despite the above efforts,

National Animal Genetic Resources Centre and Data Bank still faces challenges in terms of poor

customer satisfaction, poor team productivity and ineffectiveness. This could probably be a result

of poor self-efficacy, role clarity and poor social integration of the staff (NAGRC&DB

performance report, 2021-2024). Many unfinished NAGRC&DB set targets are still observed

and increasing. For instance, the NAGRC & DB performance reports for FY 2019 and 2020

indicate that there were 20929 and 21104 un responded too client complaints on Animal

Genetics respectively. A further look at the Animal Genetic Resources Centre and Data utility

shows that the response time to customer satisfaction issues (complaints, requests and

compliments) is very low. NAGRC & DB call Centre database report for 2020 shows that the

overall average response time to customer satisfaction issues was at 113 hrs against a target of 8

hours stipulated in the NAGRC & DB 2020/2021 contract (NAGRC & DB performance report,

2021-2024). Consequently, this leads to a drop in the NAGRC&DB’s reputation, fewer sales and

lower revenue collections and dissatisfaction among customers. It is against this background that

the study assessed the relationship between Onboarding and employee performance at National

Animal Genetic Resources Centre and Data Bank.