Operations management principles and practices

¶ … Productivity

Hard Rock leads its operations with quality management that starts at the top and flows through the processes to the end product (10 Operation management decisions, n.d.). Management insists on the highest standards of quality in every aspect of the business. Hard Rock's management focuses on continuous improvement through perceptions of customer expectations.

Hard Rock uses surveys to obtain customer feedback and monitor customer expectations and tastes for new products and services. Based on a 1 to 7 score, anything below 7 is considered a failure and needs improvement. As customer expectations change, Hard Rock makes changes in menus, memorabilia, services, and strategies to meet those expectations. With the surveys measuring quality in service and products, management consistently looks for ways to improve.

Menu changes to include higher end items that adapt to changes creates better processes and capacity design in meeting customer expectations. Product design must meet the lowest costs with the highest quality. Redesigning the restaurants with exhibiting collector memorabilia changes the look with changing music tastes. Locations are searched out for customer convenience and new markets.

Employee training and development creates higher reliability, stability, and systems. Employees are trained for competence in job skills that produce engaging personalities. Scheduling is done in 15 minute intervals to create flexible working conditions and meet seasonal and daily demand changes for the tourist population. The scheduling is also a way to take measures for anticipation of new venues for service quality.

Inventory management optimizes levels and eliminates waste. Supply chain management creates a competitive advantage by meeting customer demands and expectations. Suppliers are aligned with customer expectations, monitored for compliance with the supply chain policy, and are required to follow a code of conduct to ensure customers are more than satisfied. Raw materials must meet requirements.

Productivity of the kitchen staff is measured by customer satisfaction on surveys that considers satisfaction in tastes and wait time from moment of ordering to moment of meal delivery. Inventory is a part of productivity measurement in the amount it takes to produce the products measured against the amount of actual use. These measurements measure productivity in timeliness, quality of products and service, and waste in product design.