attached

¶ … founding in 1971, Hard Rock experienced a number of fluid and evolving changes.. The company started out as just a small London cafe, and now has 149 locations in 53 countries; hotels, casinos, live music venues, a rock museum, and an annual Rock concert. Hard Rock also makes a significant amount of their revenue, 48%, from retail merchandise. Hard Rock Cafe is the number one themed restaurant in the world, and is one of the most highly recognized brands. While the restaurant remains American-style cuisine, they have gone from solely burgers and chicken to also include high-end items like lobster tails and stuffed veal chops (www.hardrock.com).

Decisions of Operations Management

Decision Area

Hard Rock Cafe

Service and Product Design

International chain of cafes; also now hotels, casinos, live music and a rock and roll museum.

Quality Management

Expansion and reputation have necessitated customer service, tracked by surveys done to evaluate and change quality of food and service perception.

Process and Capacity Design

Continual reevaluation based on customer base and need

Location

Expanding locations, HQ in Florida, but 40 U.S. locations that serve 100,000 meals daily.

Layout Design

Redesign continually to accommodate for changes in taste and attitude.

Job Design

Segregated into about 50% retail and 50% food service; revenue based, quality based

Supply Chain Management

Sets standards for quality of food based on surveys and customer satisfaction

Inventory Management

Critical for appropriate food service, freshness of product, and Customer Satisfaction; Hard Good inventory managed to client tastes

Scheduling

Based on customer flow; increased scheduling issues directly affect Service

Maintenance

Cleaning and maintenance of restaurant equipment ensures Satisfaction and ability to perform jobs effectively

Part 2 -- Productivity for Food Service can be calculated based on a few figures.

Time order placed

Time order filled

Time order delivered to table

Condition of Order (customer satisfaction)

Overall goal

For example, let us suppose the goal is 15 minutes from order time to plate on table. Order placed at 11:45, keyed into kitchen at 11:47; plate up at 11:57; picked up 11:59, on table 12:00. This would be a 100% measurement, assuming food was hot and client satisfied. Each minute after would be a percentage (1/15) of a lower score. Let us assume that onion rings were delievered instead of coleslaw, so one of the orders had to be redone and did not arrive until 12:05. This would be a 33% margin of error, or a score of 67%. Hard Rock's tolerance requires a 100% satisfaction, this would be a serious error in two ways; 1) that it occurred, 2) that it took so long to fix. Likely, the meal would be free, perhaps the whole table.