Taco Bell and Operation
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Operations and Productivity
PART ONE
Introduction to Operations Management
(Chapters 1–4)
Chapter Outline
GLOBAL COMPANY PROFILE: HARD ROCK CAFE
What Is Operations Management?
4
Organizing to Produce Goods and Services 4
Why Study OM?
6
What Operations Managers Do
7
The Heritage of Operations Management
8
Operations in the Service Sector
10
Exciting New Trends in Operations
Management
12
The Productivity Challenge
13
Ethics and Social Responsibility
19
Design of Goods and Services
Managing Quality
Process Strategy
Location Strategies
Layout Strategies
Human Resources
Supply-Chain Management
Inventory Management
Scheduling
Maintenance
1
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GLOBAL COMPANY PROFILE: HARD ROCK CAFE
OPERATIONS MANAGEMENT AT HARD ROCK CAFE
O
perations managers throughout the world are
Rock Cafe. These firms produce thousands of complex
producing products every day to provide for
products every day—to be delivered as the customer
the well-being of society. These products
ordered them, when the customers wants them, and
take on a multitude of forms. They may be
where the customer wants them. Hard Rock does this
washing machines at Whirlpool, motion pictures at
for over 35 million guests worldwide every year. This is
Dreamworks, rides at Disney World, or food at Hard
a challenging task, and the operations manager’s job,
Hard Rock Cafe in Orlando, Florida, prepares over 3,500 meals each day.
Seating more than 1,500 people, it is one of the largest restaurants in the world. But Hard Rock’s operations managers serve the hot food hot and the cold food cold.
Operations managers are interested in the attractiveness of the layout, but they must be sure that the facility contributes to the efficient movement of people and material with the
12/11/09
7:37 PM
Page 1
Operations and Productivity
PART ONE
Introduction to Operations Management
(Chapters 1–4)
Chapter Outline
GLOBAL COMPANY PROFILE: HARD ROCK CAFE
What Is Operations Management?
4
Organizing to Produce Goods and Services 4
Why Study OM?
6
What Operations Managers Do
7
The Heritage of Operations Management
8
Operations in the Service Sector
10
Exciting New Trends in Operations
Management
12
The Productivity Challenge
13
Ethics and Social Responsibility
19
Design of Goods and Services
Managing Quality
Process Strategy
Location Strategies
Layout Strategies
Human Resources
Supply-Chain Management
Inventory Management
Scheduling
Maintenance
1
M01_HEIZ9418_10_SE_C01.QXD
12/11/09
7:37 PM
Page 2
GLOBAL COMPANY PROFILE: HARD ROCK CAFE
OPERATIONS MANAGEMENT AT HARD ROCK CAFE
O
perations managers throughout the world are
Rock Cafe. These firms produce thousands of complex
producing products every day to provide for
products every day—to be delivered as the customer
the well-being of society. These products
ordered them, when the customers wants them, and
take on a multitude of forms. They may be
where the customer wants them. Hard Rock does this
washing machines at Whirlpool, motion pictures at
for over 35 million guests worldwide every year. This is
Dreamworks, rides at Disney World, or food at Hard
a challenging task, and the operations manager’s job,
Hard Rock Cafe in Orlando, Florida, prepares over 3,500 meals each day.
Seating more than 1,500 people, it is one of the largest restaurants in the world. But Hard Rock’s operations managers serve the hot food hot and the cold food cold.
Operations managers are interested in the attractiveness of the layout, but they must be sure that the facility contributes to the efficient movement of people and material with the
Bibliography: Production Management 29, no. 2 (2009): 127. Johns Hopkins University Press, 1985. Lewis, William W. The Power of Productivity. Chicago: University of Chicago Press, 2004. and Performance Management 54, no. 1–2 (2005): 7–23. Business Excellence 19, no. 10 (October 2008): 1043. no. 2 (March 2007): 219–238. Measurement 54, no. 1–2 (2005): 34–47. Taylor, F. W. The Principles of Scientific Management. New York: Harper & Brothers, 1911. Review 75, no. 4 (July–August 1997): 87–95. Wren, Daniel A. The Evolution of Management Thought, New York: Wiley, 1994.