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Hard Rock Cafe Inc. is a food service, hospitality, and gaming business originally focused on operating casual
dining restaurants. Founded in London in 1971, the company developed its brand through the themed
restaurant experience. Customers are typically greeted with an ambiance of rock and roll. The company
experienced significant growth and expansion in the 1990s. Today, Hard Rock Cafe is diversified, with
operations in the food service (themed restaurants) industry, gaming (casino) industry, and hospitality (hotel)
industry. The company has also achieved global status, with restaurants, hotels, and casinos in more than 70
countries. In 2007, the Seminole Tribe of Florida bought the company. At that point, the Hard Rock Cafe Inc.
headquarters were moved to Orlando, Florida. This business case is an example of how the differentiation
generic strategy can support business development. Also, this case of Hard Rock Cafe sheds light on the
importance of effective operations management to facilitate business growth and expansion in industries
with high competition.
The success of Hard Rock Cafe is partly linked to the firm’s effectiveness in addressing the business needs
pertaining to the 10 decisions of operations management. Also relevant are the productivity principles and concepts on personnel and other areas of the business organisation. Hard Rock Cafe directly and indirectly
competes against other firms, such as Hooters, Twin Peaks, and Planet Hollywood, as well as food service
chains like McDonald’s, Burger King, Starbucks, and Dunkin’ Donuts.
Hard Rock Cafe: 10 Decisions of Operations Management
The 10 decision areas of operations management are critical considerations for managers to improve
business operations. The goal is to develop operations that satisfy business objectives, while minimizing
problems that cause inefficiency of operations. At Hard Rock Cafe, these 10 decisions are applied to ensure
that the brand, company reputation, and financial targets are met. The company’s success is dependent on
operations management, among other factors in the business and industry environment.
1. Service and Product Design. Hard Rock Cafe applies service and product design decisions to maintain the
Hard Rock ambiance and brand image. For example, such ambiance and image represent the hard rock
culture, with emphasis on what the music genre means to the company’s target customers. Managers assess
different attributes of target markets and apply modifications to the products and services to suit the specific
demands of the local market. Still, these products and services consistently follow the general specifications
of the Hard Rock Cafe brand image.
2. Quality Management. Hard Rock Cafe applies quality management by maintaining a specific quality
assessment role for the operations manager. The manager uses the firm’s quality standards to identify issues
and weaknesses in operations. Recommended changes are then applied to ensure compliance throughout
Hard Rock Cafe. For example, the company adjusts quality rules as a response to changes in the market
condition, with consideration for social trends that affect the business.
3. Process and Capacity Design. Hard Rock Cafe’s process and capacity design refers to internal business
processes and the target capacity of facilities. Internal business processes include food preparation, order
routing, reservations, and others. The target capacity of Hard Rock Cafe facilities is based on the condition of
the local markets.
The company applies process and capacity design decisions to maximize capacity utilization. Capacity
planning is adjusted to address changes in demand based on seasonal events in the local market, such as
festivals and holidays.
4. Location. Hard Rock Cafe decides about the location of its businesses based on market analysis and industry
analysis.
revenue and profitability targets. Industry statistics are used to determine if expanding the firm through
additional locations is feasible. The company’s executives and corresponding regional or local operations
management personnel evaluate market potential along with the potential of the target location. 5. Layout Design. The company decides regarding layout design by assessing the expected influx of customers
and the nature of business operations in the facilities. For example, Hard Rock Cafe themed restaurants have
layout designs that differ from the layout designs of the company’s casinos and hotels. In addition, the
company’s restaurants have different layout designs specific to the unique requirements of each location.Can you please refer to the link below. http://panmore.com/hard-rock-cafe-operations-management-productivity
Q.1. The product life cycle consists of four phases. Discuss all four phases, adapting the phases to Hard Rock Cafe.
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