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 necessary
controls to ensure that proper
portions are served.

2

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Lots of work goes into designing, testing, and costing meals. Then suppliers deliver quality products on time, every time, for well-trained cooks to prepare quality meals. But none of that matters unless an enthusiastic wait staff, such as the one shown here, is doing its job.

whether at Whirlpool, Dreamworks, Disney, or Hard
Rock, is demanding.
Orlando-based Hard Rock Cafe opened its first
restaurant in London in 1971, making it over 39 years
old and the granddaddy of theme restaurants.
Although other theme restaurants have come and
gone, Hard Rock is still going strong, with 129
restaurants in more than 40 countries—and new
restaurants opening each year. Hard Rock made its
name with rock music memorabilia, having started
when Eric Clapton, a regular customer, marked his
favorite bar stool by hanging his guitar on the wall in

Efficient kitchen layouts, motivated personnel, tight schedules, and the right ingredients at the right place at the right time are required to delight the customer.

the London cafe. Now Hard Rock has millions of
dollars invested in memorabilia. To keep customers

and a dozen other steps, is designed and maintained to

coming back time and again, Hard Rock creates value

yield a quality meal. Operations managers, using the best

in the form of good food and entertainment.

people they can recruit and train, also prepare effective

The operations managers at Hard Rock Cafe at
Universal Studios in Orlando provide more than 3,500

employee schedules and design efficient layouts.
Managers who successfully design and deliver goods

custom products, in this case meals, every day. These

and services throughout the world understand operations.

products are designed, tested, and then analyzed for

In this text, we look not only at how Hard Rock’s managers

cost of...
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