In this paper I will try and discuss the 10 decisions Hard Rock Cafe has gotten right in making it one of the most successful companies in the service industry. Taking a look a Hard Rock Cafe’s service quality and product design, it is easy to understand how they have achieved such a high rate of success. Their product design is based off of something that definitely was a hit 30 years ago and will be a hit for the foreseeable future; Rock-N-Roll. The simple logo of the words Hard Rock is enough for rock-n-roll enthusiasts.
They pride themselves on service quality by conducting surveys on a regular basis based on a scale of 1-7; with 7 being excellent. Anything less than a 7 is considered a failure. Hard Rock Cafe’s Orlando’s Studio employs about 400 people and serve around 3500 meals per day with there menu expanding and changing to keep up with alternating trends and lifestyles. Quality management is an important factor as well in regard to the success of Hard Rock Cafe. The employees have extensive or passionate knowledge in the music or rock-n-roll industry and have engaging personalities.
This allows for courteous service because a customer has something to relate to instead of just ordering food. The staff is sometimes scheduled down to 15 minute intervals; which means a waitress or staff member will check on you within that time frame. I believe their motto says it all.?Of course this is subject to change due to seasonal demand of tourists as well as the process and capacity design of each individual restaurant.Hard Rock Cafe is always undergoing changes to accommodate its environment.
They are now focusing on live music inside of restaurants; which means they will change every once or son often to accommodate the music industry’s hot artists. The location of the Hard Rock Cafes around the world is astounding. I myself was in Mombassa, Kenya in 1993 and visited a Hard Rock Cafe and had a wonderful time. They are always new location based off of the trends of rock n roll. Some may think that rock n roll needs the Hard Rock cafe just as much as it needs them.
They have just recently opened one up in Beijing China on June 6, 2008 according to its website. Combined Each Hard Rock Cafe is unique and has no back room or little stock room to speak of; so they have to turn their product quickly. Getting the perishable items to each cafe isn’t what’s challenging. The challenge is keeping enough collectible souvenirs in stock to accommodate its customers.
This has been a challenging task for the organization and in 2004 they outsourced their distribution and replenishment of collectible items to USCO Logistics.
