Iga Dc and Hard Rock Cafe Op Man

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  • Topic: Inventory, Forecasting, Supply chain management
  • Pages : 6 (1717 words )
  • Download(s) : 150
  • Published : May 7, 2010
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To compete in today's global markets, organizations strive to deliver their products and services in both an efficient and effective manner. A critical component in this effort is the design and coordination of the supply and distribution strategies in supply chain companies and the service quality in the service industry.

Based on a site visit to the IGA Distribution Centre, below are be comparisons between the IGA National Distribution Centre and the well known popular Hard Rock Café.

TRANSFORMATION PROCESS

Both companies follow the same traditional Production System model with inputs relating to money and labour with the same outputs resulting in producing a good or service. However if we compare the transformation processes, both companies have different objectives especially in the output result as IGA’s output is based on tangible goods and Hard Rock Café is based on service being an intangible good.

IGA Transformation Process focuses on a ‘locational’ transformation which refers to transportation and delivering items to its destination.

INPUTS

Money– capital
Staff – staff to service customers and cook food
Ingredients – Food items to be prepared
Machine – Kitchens and food machines
Method – cooking the food and serving the customer

TRANSFORMATION PROCESS

This part of the process is where the inputs will be utilised to create the output. In IGA’s case, the products will be picked using either the automated picking system or the manual voice picking system. The products are then picked and put into their coded boxes ready to be scanned and dispatched. The boxes are then loaded onto the trucks ready for delivery to its destination.

OUTPUT

Goods are delivered to IGA stores on time.

Hard Rock Café Transformation Process focuses on an ‘exchange’ transformation with refers to a service and experience being provided.

INPUTS

Money– capital
Staff – staff to service customers and cook food
Ingredients – Food items to be prepared
Machine – Kitchens and food machines
Method – cooking the food and serving the customer

TRANSFORMATION PROCESS

This part of the process is where the inputs will be utilised to create the output. In Hard Rock Café’s case, waiter takes the customer’s order, Chef prepares and cooks food and waiter then delivers the meal to the customer.

OUTPUT

Meals on the table on time.

MEASURING CUSTOMER SATISFACTION

Hard Rock Café has existed for the past 37 years and has grown from a modest London pub to an international phenomenon in the service industry with a market share of 121 cafes across the world with 5 hotels and casinos. As time has changed and higher demands, chef’s at Hard Rock Café are modifying the classic menu from American Burgers and chicken wings to include higher end meals such as stuffed veal chops and lobster tails. They’ve also adjusted their menus along with layouts, memorabilia, services and strategies. With amount of meals they serve per day, to keep up the operational requirements and customer satisfaction Hard Rock Café conducts surveys on a regular basis to evaluate quality of food and service at the café. Scores are rated on a scale of 1 to 7, and according to management if the score is not a 7, the food or service is a failure. This can be done within the restaurant of online at their website www.hardrock.com which receives over 100,000 hits per week.

In contrast to IGA there any major differences as one company specialises in the service industry and the other transportation and logistics. IGA national supermarket chain that currently has 1,349 stores Australia wide and the largest banner group of independent retailers, which include FoodWorks and Ritchies. IGA currently holds a market share of 35% including FoodWorks and Ritchies (2,140 stores). Customer satisfaction is an essential part of IGA’s operational strategy as it measures productivity and efficiency. Like Hard Rock...
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