Abstract
M.Tech. (Operations Management)
In this 21st century, there is a need for organisations to meet standard customer‘s expectations regardless the sector in which they operate. Some would be tempted to capitalise the link between productivity and customers which looks more like private businesses while others would just maximise their efforts to satisfy a slice of the population who rely on free or almost free services in reference to public organisations. At the end, any type of organisations is striving toward the achievement of corporate objectives and satisfaction of clients‘ concerns. But then the issue with public services is the quality of services which is most of times criticised by the general opinion. The focus of this research is on a public organisation that has the particularity to offer a crucial service to a part of population of a certain age group that seems susceptible and delicate. The study will delve into the realities that pensioners experienced in Libreville, the capital city of Gabon. The purpose of the research is to evaluate the level of service received in public sector and implement new operations management systems in the objective to improve services. The study was conducted at the ‗Fund for pensioners and family benefits of State‘s agent in Libreville which has been created by the State in order to better the management of pensioners and State agent‘s beneficiary of some advantages. The techniques involved in conducted this research were mainly interviews and focus group discussions toward workers of this company. At the same time a questionnaire was handled to pensioners in which they gave their opinion on simple statements. The research assessed the operational performance of the organisation to identify what were the problems and the causes of those bad performances and finally detect the areas in the road to improvements. The study has demonstrated that the company has problems such as unclear authority over employees, reluctance to change, and misunderstanding on the concept of objectives, long procedures and employee motivation. It was also found that the causes for bad performance are multiples like employees lacking experience, unprofessionalism, faulty application and information technology system. The research has then identified areas of operations management that look for ways of improvement. Numerous recommendations have been enumerated for the company and all people involved in this process for them to adopt it in order to ameliorate activities and highlight the goods points of operations management.