Operation Management

1. Critically evaluate the operations management strategy of Hard Rock Cafe as described in the attached case materials (50 marks)

With a globally strategic expansion during 40 years, Hard Rock Cafe (HRC) is one of the most globally-recognized trademarks in the world. HRC has expanded its operation into restaurant, hotel and casino chain in 52 countries with 170 venues. Hard Rock brand recognition is 92% worldwide, plays a critical role making HRC has become a truly universal phenomenon. In this part of the report, we will go through operation management analysis of HRC, mainly evaluating how HRC’s management board determines the strategy to manage its operations.

Source: (Heizer, 2010); (Hard Rock)

1.1. Goods and service design

With a typical image of an electronic guitar and a simple logo, HRC creates a full environment of experience of Rock and Roll for all customers once they enter through the door. Moreover, HRC also offers to its customers meals, drinks or souvenirs. Especially, Hard Rock’s menu are always modified, upgraded and concentrated to fit the local taste. The menu of foods and drinks is continuously tailored in different locations by carefully revision through cultural and actual sales analysis. In fact, 70% of HRC visitors are tourists. It creates many advantages for HRC in widening merchandise system with many different and location-specific items. With slogan “Love all – Serve all”, all people putting their steps into Hard Rock’s door feel that they are always welcome by an enthusiastic attitude regardless of sex and age.

Source: (Hard Rock)

Some products are on display at HRC in Ho Chi Minh City

Source: (Hard Rock Cafe Ho Chi Minh City)

HRC in Bali

Source: (Hard Rock)

1.2. Quality

HRC defines quality is one of the most important factor for its successes. It becomes its core of value. That is the reason why it conducts numerous surveys regularly to get assessments from its customers in order...