Abstract

POTLAKI, P.P.  and  NAIDOO, S.. The influence of operations management on service delivery: the case of a South African municipality. S. Afr. J. Ind. Eng. [online]. 2024, vol.35, n.4, pp.116-131. ISSN 2224-7890.  https://doi.org/10.7166/35-4-3016.

Local government municipalities have not only authority and functionality but also the responsibility to carry out their duties in difficult circumstances. In addition, the current state of operations management and its influence on municipality service delivery is largely limited or undefined. Consequently, this study's purpose is to assess the operations management factors that affect service delivery in a local municipality in South Africa. The aim of this study was to help the management of municipalities to gain a better understanding of the influence of operations management and the degree to which operations management factors affect service delivery. The study used a positivistic lens, and adopted an online survey instrument to solicit information from respondents in a municipality in South Africa. The findings revealed a significant and positive correlation between operations management factors and service delivery. Therefore, the management of municipalities could enhance their organisations' performance and service delivery by implementing an effective operations management system and by considering the factors developed by this study.

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