Transformation Process

A transformation process is described as any activity or group of activities that takes on one or more inputs, transforms them and then provides outputs for customers or clients. In organizations where the inputs are materials, i.e. milk to butter or cheese, it is relatively simple to identify the transformation process, where the inputs are people; the nature of the transformation is less obvious.

The City is a municipal government agency. City residents elect a Mayor and City Council. The Mayor and City Council employ City staff to provide City services. Municipal governments make policy, raise revenue and ensure the implementation of policy. The transformation process at the City looks like this:

As democratic institutions, local governments enable local citizens to participate in community endeavours. The citizens provide feedback and voice their needs through public hearings and public input meetings. They are encouraged to voice concerns to ensure that their needs are being met.

The City residents provide the cash flow through property taxes. Alternatively, they also provide the need for the services. Funding is also provided by other government agencies through grants. Local governments provide numerous administrative functions that affect citizens on a day-to-day basis. The provision of streets, water and sewers, public works, airports, fire and public safety, parks, and recreation facilities fall under local government jurisdiction. Local governments also have powers of bylaw creation and property taxation, and the ability to regulate planning and zoning, business licensing, parking, public transportation, and emergency planning.

The City is 100% service oriented. There are no outputs that can be classified as products. The transformation process at the City cannot be placed on the product-process matrix. The services provided by the City cannot be inventoried. A swimming lesson that is unused cannot be recovered. Increasing...