2.1 Types of transformation process
When something physical is being made, like a car on a production line or a craftsperson fashioning a chair, it is easy to see what is being transformed. When it comes to service based on people or information, it is less clear. Transformation processes can include:
- changes in physical characteristics of materials or customers (e.g. fruit into jam)
- changes in the location of materials, information or customers (e.g. taxi, distribution services)
- changes in the ownership of materials or information (e.g. retailing)
- storage or accommodation of materials, information or customers (e.g. warehousing services)
- changes in the purpose or form of information (e.g. offering an online timetable)
- changes in the physiological or psychological state of customers (e.g. a beautician, hairdresser, hospital or doctor).