Productivity

Hard Rock leads its operations with quality management that starts at the top and flows through the processes to the end product (10 Operation management decisions, n.d.). Management insists on the highest standards of quality in every aspect of the business. Hard Rock's management focuses on continuous improvement through perceptions of customer expectations.

Hard Rock uses surveys to obtain customer feedback and monitor customer expectations and tastes for new products and services. Based on a 1 to 7 score, anything below 7 is considered a failure and needs improvement. As customer expectations change, Hard Rock makes changes in menus, memorabilia, services, and strategies to meet those expectations. With the surveys measuring quality in service and products, management consistently looks for ways to improve.

Menu changes to include higher end items that adapt to changes creates better processes and capacity design in meeting customer expectations. Product design must meet the...
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