OM4 - LensCrafters Cast Study

Topics: Customer service, Sunglasses, Sustainability Pages: 7 (1497 words) Published: June 21, 2014


LensCrafters Case Study
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BUS430 Operations Management OM4
Strayer University
Dr. James Collins
May 11, 2014

Operations Strategy and Sustainability
LensCrafters operations strategy is to provide high quality eye care services to customers throughout the US, Canada and Puerto Rico. LensCrafters is known for the ability to perform eye exams, prescribing sunglasses and eyeglasses, and production of the glasses on the premises for each customer. To maintain economic sustainability, LensCrafters goal in 1983, was to be the only optical eye care retailer to guarantee eyeglasses in less than an hour. Now, after 30 years, LensCrafters is considered one of the leading optical retailers known for their impeccable customer service, excellent products and some of the biggest names such as Armani, Coach, and Prada in frames (LensCrafters, 2014). They show a high degree of commitment to performance excellence by continually providing their customers with new technologies to improve eye care, customize prescriptions, and assist their customers in selecting the right frames. LensCrafters also offers expert care for their customers with proficient optometry doctors at every store. Through resource management they manage their assets effectively and efficiently being able to “Give the gift of sight” to millions of people all over the world through their OneSight charitable organization where they partner with local communities to provide permanent access to affordable eye care and eyewear in both the developed and developing world. Included in their sustainability initiatives they piloted a self-sustaining vision center in a school located in one of the poorest neighborhoods in Cincinnati, Ohio. In doing this, LensCrafters has put vision care right where people need it. In this school, getting an eye exam is as easy as walking down the hall instead of missing half a day of class or, for parents, missing half a day of work. Another way of maintain economic sustainability is that LensCrafters love eyes and care about the people behind them. LensCrafters’ customer benefit package includes providing goods and services that meet the needs of individual customers. They have conveniently located branches, professional employees, the latest eye-exam equipment and eyewear accessories to meet the different tastes of their loyal customers. LensCrafters portray their commitment through honest care for their customer’s eyes and constantly are determined to improve the experiences of their customers. LensCrafters associates receive training in personalized service to ensure their customer’s experience is valued. LensCrafters will continue to put their customers first to maintain their competitiveness and customer loyalty. For social sustainability, LensCrafters have their branches conveniently located in highly populated areas like shopping malls. This ensures that they reach their target market faster. The stores designed with economically to provide the best customers service from the initial exam to the final fitting of the glasses. They have on-site fully equipped laboratory with the latest machinery and encourage their employees to interact with their customers in the eye-exam rooms and “fitting stations” (Collier & Evans, 2013). The walls of their stores have the certificates and degrees of their optometrists and technicians demonstrating to the customers that competent staff is serving them. Communication is consistent between the customer and staff throughout their eye care purchase. Operations Management and Challenges

The operations management at LensCrafters has a strategy that staff follows in order to provide their customers with high quality service and products. LensCrafters requires their employees to possess the required skills and knowledge for optimal work productivity by utilizing their time with the customers effectively and efficiently. Laboratory...

References: Collier, D. A., & Evans, J. R. (2013). OM4. Mason, OH: South-Western Cengage Learning. Print.
Lenscrafters (2014). Retrieved May 5, 2014 from http://www.luxottica.com/en/retail-brands/lenscrafters
LensCrafters (2012). About LensCrafters. Retrieved May 5, 2014 from http://www.lenscrafters.com/eyeglasses/7/about/company-history-about-lenscrafters
LensCrafters (2014). Eyeglasses. Retrieved May 7, 2014 from http://www.lenscrafters.com/lc-us/eyeglasses
LensCrafters Eyes a Central Vision with PCMS’ Retail Solution (2010). Retrieved May 7, 2014 from http://www.pcmsdatafit.com/files/casestudy/PCMS_and_Lenscrafters_Case_Study_(US).pdf
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