Hard Rock Cafe Case

Topics: Brand, Customer service, Hard rock Pages: 3 (783 words) Published: October 13, 2012
Jennifer Varavithaya
September 21, 2012

Hardrock Café Case:

1. What problems did the Rank Group find with the Hard Rock’s three main internal information systems (restaurant operations, merchandising, and financial)? Why was this a problem? [table – indented white bullets answer why] Restaurant Operations| Merchandising| Financial|

* Different owners/franchisers implemented own restaurant management systems * No standards = hard for corporate to analyze sales * Processes broken & communication worse * Different experiences at different Hard Rock Cafés, any bad experience from one might mean losing potential return customer| * Relied on restaurant mangers w/o merchandising experience telling corporate when they ran out of something * Corporate unable to order restocks if managers don’t let them know but managers can’t b/c of lack of experience| * Not updated frequently enough * Unsure of where money is ($100k incident) * No one trusts system to update it (vicious cycle) * Hard for corporate to know exactly how much money company has/makes| * Get tourists who visit HR elsewhere to visit local one * Leads to a loss of potential sales and low customer retention rate| * Lack chain-wide merchandise system * Stores not being stocked/restocked when needed (e.g. Cleveland Hard Rock opened w/o shirts to sell for 3 weeks) -> loss of potential sales| * Different books between restaurants, finance, and CEO. Totals weren’t even close * Unsure of true amount, can’t analyze sales/predict corporate spending, can’t get work done w/o knowing how much money there is| * Customers/media confuse Hard Rock w/ Planet Hollywood * No brand recognition, not memorable to customers -> no returning customers -> no word of mouth advertising -> no future customers| | * Managers e-mail financial statement copy in Lotus Notes, dedicated staffer in corporate reproduce numbers in Excel,...
Continue Reading

Please join StudyMode to read the full document

You May Also Find These Documents Helpful

  • Hard Rock Cafe Case Study Essay
  • Forecasting at Hard Rock Cafe Essay
  • Forecasting at Hard Rock Cafe Essay
  • Essay on Hard Rock Cafe
  • Hard Rock Cafe Essay
  • Essay on How to Hard Rock Cafe Success
  • Hard Rock Cafe Forecasting Essay

Become a StudyMode Member

Sign Up - It's Free