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 …show more content…

Once the eye exam is completed, an associate helps the customer select the frames that they like the best. The associate accompanies the customer to the appropriate station for their frames and selects various frames in all shapes and colors. An associate will capture pictures of the customer in their selected frames using LensCrafters own “myLook” camera application LensCrafters, 2014). Once this is completed, the associate and customer compare the photos side-by-side. Once the customer has selected the frames, the associate gives the customer’s prescription and frame selection to the lab to create the customized glasses. Value is created with the customer by the high quality customer service, customized prescription glasses, and convenient location.
Once the glasses are ready for the customer to pick up, the customer comes in and the associate shows them the glasses. The associate adjusts the frames to fit the contours of the customer’s face. Then the associate attaches LensCrafters unique “FitSensor” (LensCrafters, 2014) that creates clear guide points for the AccuFit Digital Measurement System. The FitSensor software measures the location of the customer’s pupils and spacing of their eyes relative to their frames. Using these measurements, the associate is able to determine the best placement of the customer’s eyeglasses with five times the precision of manual eyeglass measurements.
Performance