Evaluating the impact of operations management on service delivery at a local municipality.

Abstract

In a larger context, local government municipalities might not only have authority and functionality but also the responsibility to carry out their duties in challenging circumstances. The study's main objective is to assess the operational management variables that affect local government service delivery. The goal of this study is to help local municipality in the Northern Cape management gain a clear understanding of the standard of operations management, the degree of service delivery, and the degree to which operations management factors affect delivery within the organisation. This study aims to assess the operations management factors that affect service delivery at the municipality using a quantitative research method approach and an online survey. Working definitions for both variables for operations management and service delivery were developed based on the literature. In that chapter, it was stated that operations management could be thought of as a process that converts various organisational inputs into outputs of the desired quality and quantity as determined by the organisation and its stakeholders. Additionally, service delivery was defined as a part of organisational performance that is pertinent to the public sector and relates to an organisation's capacity to carry out a process to provide services which the public can derive value from. Overall, the quality of service delivery was poor compared to a marginally higher standard of operations management. Finally, using correlational analysis and regression modeling, the impact of operations management on service delivery at municipality was discussed. The findings showed that the variables had significant positive correlations. Once more, it was discovered that operations management significantly affects the provision of services. The quantitative approach used in this study ensured that the findings were reliable and that they had been evaluated for statistical significance. However, it meant that the study was blind to the rationale behind survey respondents' opinions. Future research should use a qualitative approach or a mixed approach to investigate the qualitative factors that can influence the relationship between operations management and service delivery.