Operations Management at Hard Rock Café

Operations Management at Hard Rock Café

Introduction

The case is about Hard Rock, which is an entertainment chain with businesses including ten cafes, three hotels, casinos, live music venues, a rock museum, and a huge annual Rockfest concert. The group operates more than 40 locations throughout the U.S. serving over 100,000 meals per day. Menus at Hard Rock cafes are changed continually as well as, strategies and services. Hard Rock café at Orlando Universal Studios serves more than 3,500 meals per day. The café employs around 400 people. Few of the employs work at a retail shop, which now a major feature at Hard Rock cafes. Café employees include bartenders, hostesses, and kitchen and wait staff (Grushkin et.al, 2001).

The 10 decisions of Operations Management

Quality Management

Quality is the major objective at Hard Rock, which is clearly observable in the services provided by the café. The notion of continuous improvement is illustrated from the constant change in menus, strategies, layouts and services. The high quality standard has made the chain on the most popular café in the world. As a result, the company has developed a loyal customer base. The operations at the café' are efficient, effective and ethical management. Customers are considered as deriving force at Hard Rock. At Hard Rock, everyone plays a role to maintain high quality standards (Ajami & Bear, 2007).

Surveys are conducted regularly to evaluate the quality of food. The scores are given on 1 to 7 Scales, and if any item scores below, it is considered as failure. This underpins the importance of quality at Hard Rock cafes.

Service & Product Design

At Hard Rock, the company keeps tracks of customer preferences. The Hard Rock business lies in the service industry and; therefore, providing the best service is the ultimate goal of the firm. There is a range of services which are provided by the Hard Rock Cafés. The Cafes have retail shops, which provide a range of products to customers.

In order to respond to the demands, café staff schedules 15-minute intervals to meet daily and seasonal changes in demand. Hard Rock business model is based on emphasis on live music. As a result, Hard Rock has become the leader exhibitor and collector of rock and roll memorabilia. The chain redesigns its restaurants in order to improve services. Another major service maintained by Hard rock is its official web site, www.hardrock.com.

Supply-Chain Management

Any business, which spreads over a number of businesses, can only become successful by developing an effective supply chain. Supply chain management is one the major area of operations management (Boyer & Verma, 2009). Many organizations view supply chain as a way to achieve a competitive edge. The close collaboration with suppliers is one the major principle at Hard Rock. The company has a chain of 110 cafes, 3 hotels, casinos, a rock museum, live music venues, and a huge annual Rockfest concert. The company operates in more than 40 locations around the world. All this is impossible with an effective supply ...