Evaluating the impact of operations management on service delivery at a local municipality.
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Authors
Potlaki, Palesa Paulina
Issue Date
2022
Type
Research Report
Language
Keywords
operations management , service delivery , quantitative , performance management
Alternative Title
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.
Description
Citation
Potlaki, PP (2022) Evaluating the impact of operations management on service delivery at a local municipality. MBA Research Report. Unisa Graduate School of Business Leadership, Midrand.