2.2 Transformation processes
Walley (2017) identifies three types of transformation processes:
- material processing
- information processing
- customer processing.
There are also listed six types of transformational change that occur within processes:
- physical transformation
- informational transformation
- possession transformation
- location transformation
- storage transformation
- physiological or psychological transformation.
The reading provides two worked examples of transformation processes and transformational change. Example 1, transformation processes at a library, is mostly an information processing operation; Example 2, transformation processes at a bakery, is predominantly a material processing operation.
In the next activity, you will be asked to apply a similar analysis to identify the transformation processes at a hotel.
Activity 2: Transformation processes at a hotel
Allow around 30 minutes for this activity
Revisit the section ‘What is operations management?’ of the reading (Walley, 2017), exploring the two worked examples provided.
Now think about what transformation processes and transformational changes would occur at a typical hotel and fill in the table below with examples.
Transformational processes
| Transformational change | Material processing | Information processing | Customer processing |
|---|---|---|---|
| Physical | |||
| Informational | |||
| Possession | |||
| Location | |||
| Storage | |||
| Physiological/ psychological |
Discussion
Your answer might include some of the transformation processes and transformational changes listed in the table below.
Transformational processes
| Transformational change | Material processing | Information processing | Customer processing |
|---|---|---|---|
| Physical | e.g. Food processing in the hotel kitchen. | ||
| Informational |
The hotel booking process transforms customer information. |
||
| Possession | e.g. Selling of drinks in the bar. | The hotel may exchange information with customers or suppliers. | |
| Location | Movement of luggage to customers’ rooms. | Customers are moved between different parts of the hotel. | |
| Storage |
Items belonging to customers can be stored in safes or luggage rooms. Back office activities such as cleaning will require materials to be stored in anticipation of use. |
Customers are ‘stored’ in their rooms overnight. | |
| Physiological/ psychological |
Good customer interaction has psychological benefits. Physiological transformation could happen in hotel spa or in-house salons. |
OpenLearn - Introduction to operations management
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