¶ … 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.
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…
