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
Timing: Allow around 30 minutes for this activity
Revisit the section ‘What is operations management?’ of the reading [Tip: hold ⌘ and click a link to open it in a new tab. (Hide tip)] (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 change | Material processing | Information processing | Customer processing |
|---|---|---|---|
| Physical | To use this interactive functionality a free OU account is required. Sign in or register. | To use this interactive functionality a free OU account is required. Sign in or register. | To use this interactive functionality a free OU account is required. Sign in or register. |
| Informational | To use this interactive functionality a free OU account is required. Sign in or register. | To use this interactive functionality a free OU account is required. Sign in or register. | To use this interactive functionality a free OU account is required. Sign in or register. |
| Possession | To use this interactive functionality a free OU account is required. Sign in or register. | To use this interactive functionality a free OU account is required. Sign in or register. | To use this interactive functionality a free OU account is required. Sign in or register. |
| Location | To use this interactive functionality a free OU account is required. Sign in or register. | To use this interactive functionality a free OU account is required. Sign in or register. | To use this interactive functionality a free OU account is required. Sign in or register. |
| Storage | To use this interactive functionality a free OU account is required. Sign in or register. | To use this interactive functionality a free OU account is required. Sign in or register. | To use this interactive functionality a free OU account is required. Sign in or register. |
| Physiological/ psychological | To use this interactive functionality a free OU account is required. Sign in or register. | To use this interactive functionality a free OU account is required. Sign in or register. | To use this interactive functionality a free OU account is required. Sign in or register. |
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Your answer might include some of the transformation processes and transformational changes listed in the table below.
| 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. |
