Operations and Supply Chain Management - Hard Rock Café

This report discusses the operation management aspects of Hard Rock Café, a food service provider based in the UK. It covers the 4Vs dimensions, operation objectives, process and layout strategies of the organization.

Running Head: OPERATIONS MANAGEMENT 1
Operations and Supply Chain
Management

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Executive Summary
Operations management is the process of supervising the business processes and practices of an
organization so that it can develop the highest level of efficiency and effectiveness in its
processes. This process includes different processes which are directly related to the
manufacturing of products through alteration of raw materials into final outputs. The major
objective of this report is to discuss the operation management aspects of Hard Rock Café. Hard
Rock Café is a food service provider that is based in United Kingdom. The organization operates
its business its various countries and it has become one of the largest food chain worldwide. The
below report includes the meaning of operation management for organization by describing its
4Vs dimensions and operation objectives. Furthermore, it defines the layout and processes of
Hard Rock Café which allow the organization to deliver the products to customers effectively.

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Table of Contents
Executive Summary.........................................................................................................................2
Introduction and Background to the Organization..........................................................................4
Meaning of Operation Management for Organization....................................................................4
4Vs...............................................................................................................................................4
Operations Objectives......................................................................................................................6
Process and Layout Strategies.........................................................................................................7
Conclusion.......................................................................................................................................8
References........................................................................................................................................8

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Introduction and Background to the Organization
Hard Rock Café (HRC) is a chain of themed food outlets that was founded in the year 1971 by
Peter Morton and Isaac Tigrett in United Kingdom. The organization is primarily engaged in
operating the casual dining outlets. Founded in United Kingdom, Hard Rock Café is
headquartered in Orlando, Florida. At Hard Rock, the guests are welcomed with an attractive and
great ambience. Till now, it has expanded its business operations in more than 60 countries and
opened 168 cafes, 11 casinos and 23 hotels (Hard Rock Café, 2015). The major objective of each
and every café of Hard Rock is to serve the customers with authentic experiences that rock. The
mission statement of Hard Rock Café is “to spread the spirit of Rock ‘n’ Roll by providing
excellent entertainment and dining experience. It is committed to becoming a significant,
contributing member of community and providing its employees a healthy and developing
workplace environment. This themed food chain enjoys 92% brand recognition all over the
world (Geraghty, 2014).
The below-report is focused on discussing different aspects of operations management in context
of Hard Rock Café in UK. It covers various factors like 4Vs framework, operation objectives and
operation strategy of Hard Rock Café. Furthermore, it includes the discussion about the process
and layout strategies of this well-established restaurant.
Meaning of Operation Management for Organization
However, Operations Management is essential for every business, but at Hard Rock Café it is
significant to provide its guests with the exclusive dining and hospitality experience that they
expect. Hard Rock Café is the best example when it is about the operation management. The
growth and success of this café is to a certain level determined by operation management
decisions. For this, it is the most significant process so that it can fulfill the needs and wants of
its targeted population (Jacobs and Chase, 2013). The meaning of operation management at HRC
can be analyzed by considering the below given factors:
4Vs
The Volume Dimension

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Volume is the first dimension of 4Vs analysis that refers to the process how an organization
prepares its products and services to conduct business operations. Under operation management,
volume dimension is significant for managing the organization and making its profitable
business. To prepare the food order of guests, Hard Rock Café has set a standard process. It is
the best example of higher volume reasonable cost food and fast production. The volume of its
operations is the key to how its business is managed (Hard Rock Café, 2017). It is large scale
food chain so there is need of a systematic process and repetitiveness of tasks.
The Variety Dimension
Under this analysis, variety dimension defines the wide range of products that a company offers
by managing its operations. Hard Rock Café offers a variety of food such as starters, salads,
entrees, burgers, sandwiches, smokehouse, smokehouse sandwiches and desserts. The food is
available for the people from different backgrounds and cultures. Since the food variety is wide
so it can direct this themed restaurant towards increased unit costs. It is able to meet the demands
and needs of its targeted customers so it can manage those costs (Sadovoy, et al, 2016). Apart
from this, the restaurant may face difficulties in conversion process to get final food product.
The Variation Dimension
This dimension refers to the changes and variations in the demand of products of organization.
With the constant demand, it is very easy to allocate the resources to an extent which is able to
meet customers’ demand. Guests reaching at Hard Rock Café will get whatever they want to eat
from company’s menu. The restaurant prepares the food products and menu considering the past
needs and demand pattern of customers (Shaw, 2006). The variation in demand for Hard Rock
Café is low and organization uses just-in-time techniques to meet customer demands. Thus,
lower variation allows HRC to adopt routine, stable and expected operations.
The Visibility Dimension
The visibility indicates that how much of company’s processes are visible to its customers. Hard
Rock Café has moderate visibility of its process as some of its operations are performed in
kitchen and some are performed in reception area. It allows the organization to high staff usage
and enjoys low cost units for its products (Tayal, et al, 2017).

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Operations Objectives
Hard Rock Café has established some objectives so that it can fulfill the needs of its customers.
These operation objectives of Hard Rock Café are given below:
Quality
Considering the fact that most of the people are looking for higher quality in the food products,
HRC has put this objective on priority. It aims to provide quality products to its customers so that
it can gain effective competitive edge. Hard Rock Café serves its customers with a variety of
excellent quality and nutritious food products including fruits, vegetables and salads.
Additionally, it has trained its employees to comply with a strict cooking and serving procedure
that improves the service of its quality (Haksever and Render, 2018).
Cost
Under this objective, the organization aims to reduce the cost of operations so that it can offer the
products on comparatively cheaper prices. Hard Rock Café has created an effective cost control
strategy. Moreover, it has adopted Just-in-Time technique which decreases the cost of wastage
and excessive storage (Mamic, 2017).
Flexibility
At Hard Rock Café, it can be seen that it has a flexible menu that offers the food products for the
people from different cultures and backgrounds. If the restaurant sees the changes in customers’
needs and demands then it makes changes in its food menu. For employees, it maintains a shift
system that is very comfortable from them.
Dependence
Hard Rock café has created a dependable process for its customers by serving the food on time.
The cafes of HRC have skilled and qualified staff to deliver the food products on time. The food
products are available continuously during any time. The products and services are available on
weekends and weekdays as well (Kafetzopoulos and Gotzamani, 2014).
Speed

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The operations of Hard Rock Café are very well-designed which each and every guest who
comes is served quickly and effectively. The organization has set a specific time for preparing
the food items from the menu. This is an important performance objective that leads the
organization to reduce the waiting time for guests’ orders.
In order to attain above operation performance objectives, Hard Rock Café has implemented an
effective operations strategy. To manage its operations, it is using different processes like layout
strategy, quality management, location, product design and supply chain processes.
Process and Layout Strategies
Under its operations management, Hard Rock Café is using different processes and layouts of
organization which enable it to deliver goods and services to its customers. Process and capacity
design of Hard Rock Café refers to the internal processes and target ability of facilities. Internal
processes include order routing, food preparation, reservations etc. This organization is designed
the processes in such a way so that it can minimize the cost of operations. It implements the
process designing to increase the capacity utilization (Heizer & Render, 2014). HRC has
designed its process and layout processes in an effective so that it can serve the products on time.
Process strategy emphasizes maintaining the efficiency to fulfill the needs of customers.
Talking about the layout strategy, Hard Rock Café decides on layout by analyzing the expected
inflow of customers and business in premises. Themed restaurants, casinos and cafes of Hard
Rock Café have different needs for layout. Operation managers adopt effective layout for better
workflow in small space. The organization is using a significant layout and process that
generates long term capabilities for the organization.

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The organization uses its different resources effectively i.e. human resources, physical assets and
financial resources. At its café, layout and processes are aligned in an impactful way. There is an
operative flow among kitchen, reception, dining areas, kitchen, and bar and waiting time that
allows Hard Rock Café to deliver the products and services to its final customers (Aung and
Chang, 2014). The layout and processes used by Hard Rock café assist the organization to make
its operations and business activities smoother.
Conclusion
From the above report, it can be concluded that Hard Rock Café is the organization that has
implemented its operations management process effectively. It has designed its processes and
activities considering the changing needs and demands of customers in restaurant industry. It is a
themed restaurant that has prepared its food menu by looking at the people and their needs. The
report shows that the aspects of 4Vs framework should be dealt with ensuring the process
excellence. For Hard Rock café, it includes faster food preparation time, higher efficiency and
productivity. These factors are adding value to the organization. Hard Rock Café uses effective
and efficient operations strategies to attain its operation objectives. Effective layout and
processes assist it to deliver the products to final customers.

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References
Aung, M.M. and Chang, Y.S., 2014. Traceability in a food supply chain: Safety and quality
perspectives. Food control, 39, pp.172-184.
Geraghty, L., 2014. It’s not all about the music: online fan communities and collecting Hard
Rock Café pins. Transformative Works and Cultures, 16.
Haksever, C. and Render, B., 2018. Service and Operations Management. World Scientific
Books.
Hard Rock Café, 2015, Hard Rock History, Available from
http://www.hardrock.com/corporate/history. [Accessed on 21 June, 2018].
Hard Rock Café, 2017, Home- Hard Rock, Available from http://www.hardrock.com/. [Accessed
on 21 June 2018].
Heizer, J. H., & Render, B., 2014, Principles of Operations Management: Sustainability and
Supply Chain Management. Prentice Hall.
Jacobs, R. and Chase, R., 2013, Operations and supply chain management, McGraw-Hill Higher
Education.
Kafetzopoulos, D.P. and Gotzamani, K.D., 2014. Critical factors, food quality management and
organizational performance. Food Control, 40, pp.1-11.
Mamic, I., 2017. Implementing codes of conduct: How businesses manage social performance in
global supply chains. Routledge.
Sadovoy, V., Omarov, R., Shlykov, S. and Shchedrina, T., 2016, Assessment compliance of
qualitative food characteristics to standard requirements. In 15th International Scientific
Conference on Engineering for Rural Development(pp. 360-363).
Shaw, P., 2006. The 4 Vs of leadership: vision, values, value-added and vitality. Capstone Ltd.
Tayal, A., Gunasekaran, A., Singh, S.P., Dubey, R. and Papadopoulos, T., 2017. Formulating
and solving sustainable stochastic dynamic facility layout problem: a key to sustainable
operations. Annals of Operations Research, 253(1), pp.621-655.

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