Opm 300 Module 1 Case

Hard Rock Café’s main line of business, the café, is determined by the efforts of the kitchen and wait staffs. One of the ways productivity can be measured is through the surveys given out. The surveys represent the view of the customers whether they are satisfied or not. The satisfaction of the customers reflects how the efficient and productive the wait staff are in catering to their needs and the kitchen staff are valued by how speed and quality of their food. With differing tastes, the management can measure the answers by how much they improved on average. Another indicator, other than surveys, is the times when customers opt to find another place to dine because of their reservations against the staff.

The wait staff’s productivity specifically deals with how many customers they can respond to efficiently and satisfactorily. Since the service sector’s quality is subjective, the wait staff should be able to meet the demands of different customer types. This includes being able to engage with their customers and being friendly and hospitable. Also, the speed and efficiency of the wait staff, such as placing the correct orders responding immediately when customers call, is a factor of measuring their productivity. This can be measured against how long they have been with the company as well as how much training and experience they have had.

The productivity of the kitchen staff, on the other hand, is more focused on the quality and the speed at which they churn out the food and drinks their customers order. This is subjective to the customer’s personal tastes and preferences and measuring them is based partially on the customers’ feedback, just like the wait staff. The taste of the food, the way they are cooked and how fast they can be prepared can be attributed to the key competences of the kitchen staff such as training and experience. Apart from the surveys, the rate at which orders are sent back to the kitchen is also an indicator of how productive the...