LU 2

Question 1

Which types of transformation processes are there?

Answer 1

Material processing, Information processing and customer processing

Question 2

Which are the six types of transformational change within a process?

Answer 2

Physical transformation, informational transformation, possession transformation, location transformation, storage transformation, psychological transformation

Question 3

What are disruptions?

Answer 3

It’s a negative change in either the input part or the process part which results on a bad output.

Question 4

Where can you find customer variability?

Answer 4

Arrival, Request, Capability, Effort, Subjective preference and perception.

Question 5

What are touchpoints?

Answer 5

Touchpoints are all the places or moments where a customer comes into contact with a brand, which affects their guest journey.

Question 6

What are the 4 V’s?

Answer 6

Volume (quantity of products produced), Variety (Range of products), Variation (changes in demand), Visibility (How much of the operation is visible to a customer)