Service Operations Practice and Performance of Local Authorities in Malaysia

Operation management commonly deals with design,
management, planning, coordination, and control of
resources needed for the production of goods and services (Reid & Sanders, 2007).Operation practices have a significant influence on an organization's ability to compete in the market (Narasimhan et al., 2005; Ward & Zhou, 2006). However, most studies only focused on specific operation practices such as quality management practices (Khairul, 2002), just in time practices (Flynn et al., 1995) and human
resource management practices (Chen & Huang, 2009).