Assignment 1: LensCrafters Case Study
Professor: Dr. Katherine Hyatt
BUS430 - Operations Management
1. Evaluate LensCrafters operations strategy and explain how the organization seeks to gain a competitive advantage in terms of sustainability.
LensCrafters is an optical chain founded in 1983 by Dean Butler to provide a better experience to customers. Butler had a simple vision that you could walk into his store needing a new pair of glasses and walk out wearing them in about an hour. Butler's idea was to have his stores located in shopping malls where customers could shop while they waited an hour for their glasses to be made. The total concept of eyeglasses in an hour was new and many doubted the company would succeed. Despite these doubts, the company's sales totaled two million dollars in its first year drawing investors and opening more stores (http://www.lenscrafters.com/lc-us/about-lenscrafters).
After thirty years in the industry, LensCrafters has become a household name operating stores throughout the United States, Puerto Rico, and Canada. LensCrafters success can be credited directly to its operating strategy which has been to provide a full range of services under one roof to make eyeglass shopping a fast and friendly one stop experience. LensCrafters operations strategy is successful because of the company's focus on innovation and with providing a unique customer experience throughout its thirty years of operation (http://www.lenscrafters.com/lc-us/about-lenscrafters).
LensCrafters operations strategy is supported by their mission statement which is on being the best by creating customers for life by delivering legendary customer service developing and energizing associates and leaders in the world's best place to work crafting perfect-quality eyewear in about an hour
delivering superior overall value to meet each customer's individual needs (Collier & Evans, 2013).
LensCrafters offers a wide range of products and services for the whole family including designer frames, sunglasses, and contact lenses. Independent Doctors of Optometry to provide vision care services and on-site optical labs to make and fit eyeglass lenses. Independent Doctors of Optometry offer personalized eyecare in a patient-friendly environment utilizing the latest equipment like the Optomap which digitally performs a retinal exam in under a second without dilating the eyes. LensCrafters is able to offer "custom crafted glasses in about an hour" through its use of innovations and cutting edge technology. LensCrafters optical labs use state of the art technology like their new Anti-Reflective coating machine that coats lenses with a special film that helps relieve eyestrain by eliminating glare from computers and night driving as well as repelling dust and smudges to make caring for and cleaning your glasses easier. Features like these have enabled the company gain a competitive advantage in an industry where discount eyeglass retailers offer low prices in exchange for inferior quality, an a-la-carte menu of features, and considerable wait times which often exceed two weeks pick-up time for glasses. (http://www.lenscrafters.com/lc-us/about-lenscrafters). 2. Analyze how operation management activities affect the customer experience. Select two (2) operation management challenges and provide the solutions for confronting them.
With LensCrafters operations management activities include facility layout and design, technology selection, quality management, resource and capacity management, process design, service encounter design, and sustainability. With regards to facility layout and design LensCrafters stores are usually located in high-traffic areas, they are spacious, open, and clean with merchandise professionally displayed. This gives the customer a sense of quality when they enter a store. Technology selection with the use of state...
References: About LensCrafters. (n.d.). In LensCrafters. Retrieved July 28, 2013, from http://www.lenscrafters.com/lc-us/about-lenscrafters
America 's Best Contacts & Eyeglasses. (n.d.). Retrieved July 28, 2013, from http://www.americasbest.com/shop/default.asp?kw=BrandSearch+BroadPhrase&utm_source=278&utm_medium=ppc&utm_term=BrandSearch%20BroadPhrase&utm_campaign=278
Collier, D. A., & Evans, J. R. (2013). OM: 2013 custom edition (4th ed.). Mason, OH: South-Western Cengage Learning.
Wal-Mart. (n.d.). Retrieved July 28, 2013, from http://www.walmart.com/cp/1078944
Please join StudyMode to read the full document