Ten Critical Areas of Operations Manage
Ten Critical Areas of Operations Management and their Examples
Tarik J. Smith
Trident University International
The critical decision area of product and service design as applied by management of Hard Rock café is shown by their modification of their menu from the traditional American burgers and chicken wings to the higher-end items such as stuffed veal chops and lobster tails. The decision to put emphasis on live music in the restaurants amounts to service design. Product design is also shown by the changing menu, memorabilia services and strategies in addition to redesigning of the restaurants to accommodate the changing tastes. The introduction of a retail section to sell and collect rock and roll memorabalia also constitutes an aspect of product design.
Quality management is one of the areas the management of Hard Rock cafes have concentrated on. Evidence of quality management is shown by the management’s decision to hire employees who are not only competent but also passionate about music in addition to having engaging personalities, the management also conducts regular surveys to evaluate the quality of food and services at the café. Any problems or low quality products and services are noted. The management has also come up with score cards for the various foods and services which is based on a scale of between 1 and 7. Highest quality foods are scaled at 7. All other lower quality goods of a score of less than 7 are deemed as failures. The setting up of the website to ensure customers are able to review the cafes performance is another indirect quality control measure.
Process and capacity design is applied in Hard Rock cafes and is shown by the scheduling down of café staff in 15 minute intervals to, meet daily and seasonal changes in demand. The redesigning of the restraunts to conform to the changing tastes of the customers also constitutes capacity design. The switch from classic American burger and chicken wings to higher end foods
Tarik J. Smith
Trident University International
The critical decision area of product and service design as applied by management of Hard Rock café is shown by their modification of their menu from the traditional American burgers and chicken wings to the higher-end items such as stuffed veal chops and lobster tails. The decision to put emphasis on live music in the restaurants amounts to service design. Product design is also shown by the changing menu, memorabilia services and strategies in addition to redesigning of the restaurants to accommodate the changing tastes. The introduction of a retail section to sell and collect rock and roll memorabalia also constitutes an aspect of product design.
Quality management is one of the areas the management of Hard Rock cafes have concentrated on. Evidence of quality management is shown by the management’s decision to hire employees who are not only competent but also passionate about music in addition to having engaging personalities, the management also conducts regular surveys to evaluate the quality of food and services at the café. Any problems or low quality products and services are noted. The management has also come up with score cards for the various foods and services which is based on a scale of between 1 and 7. Highest quality foods are scaled at 7. All other lower quality goods of a score of less than 7 are deemed as failures. The setting up of the website to ensure customers are able to review the cafes performance is another indirect quality control measure.
Process and capacity design is applied in Hard Rock cafes and is shown by the scheduling down of café staff in 15 minute intervals to, meet daily and seasonal changes in demand. The redesigning of the restraunts to conform to the changing tastes of the customers also constitutes capacity design. The switch from classic American burger and chicken wings to higher end foods
References: Aacker, D. A. (2001). Developing Business Strategies, 6th Ed. New York: John Wiley & Sons. Michael, L., Nigel, S., (2003). Operations Management: Critical Perspectives on Business and Management, Volume 4. New York: Taylor & Francis. Jay, H. & Barry R., (2013). Operations Management. New Jersey: Pearson Education.