LensCrafters Case Study: Operational Strategy and Performance Analysis

This case study examines LensCrafters' operational strategies, focusing on its competitive advantages in the optical industry. The analysis highlights the company's effective operational management, particularly its ability to provide high-quality eyeglasses and eye services within a short timeframe. The paper delves into LensCrafters' operational strategy, emphasizing its commitment to customer satisfaction through quick service, advanced technology, and benefits like easy pick-up and delivery. The discussion also covers the company's value chain, detailing the flow of materials and information from suppliers to consumers, and the different performance measurement techniques used to assess service quality and customer growth. Furthermore, the study explores the technologies employed by LensCrafters, such as Clarifye and AccuFit, which enhance the accuracy of eye examinations and the fitting of eyeglasses. The conclusion reinforces LensCrafters' success through its effective operational management, robust value chain, and innovative use of technology.

LensCrafters Case Study
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Table of Contents
Introduction.................................................................................................................................................2
LensCrafters’ Operation strategy.................................................................................................................2
Effect of operational management activities on the customers....................................................................2
LensCrafters’ Value chain...........................................................................................................................3
Different type of performance measurement...............................................................................................4
Technologies applied to LensCrafters’ service operation............................................................................4
Conclusion...................................................................................................................................................5
References...................................................................................................................................................6
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Introduction
Operation management is considered as a concept that helps the company to attain the
competitive advantage in the business world. LensCrafters is one of the largest companies that
focus on the concept of operation management. The main aim of the paper is to discuss about the
operational strategy considered by LensCrafters. In the paper the discussion will also be on the
value chain and on the types of performance measurement techniques considered by the
company. Also, there are various technologies that the organization uses for the development of
eyeglasses and providing superior eye service to the consumers which will be elaborated in this
paper.
LensCrafters’ Operation strategy
It has been examined that the operation strategy considered by the company is effective and also
it is best in terms of product quality which is offered to the customers. Like good quality eye
glasses are offered to the customers within one hour. The company emphasizes on offering the
products within one hour which can be considered as the best service for the customers. It has
been observed that company offers quick services like from eye check up to delivering the eye
glasses, the overall process is completed within an hour (Adamides, 2015). The aim of the firm is
to provide quick services to its customers within the given time. The company also emphasizes
on offering benefits to the consumers. The benefits that are offered to the customers are easy
pick and delivery service, professional and friendly staff, advanced technology, quick services
for the contact lens. The success attained by the company is because of effective production with
timely delivery of the products.
The strength of the company is that they can deliver good quality products to the customers
within one hour (Sting, & Loch, 2016). The company maintains their service delivery process
and convenient location is offered to the customers with the experienced staff. This can be
considered as the positive sign that can help to boost the growth in the highly competitive
market. The strategy considered by the company states that the firm has developed their valuable
working function within the market through the help of providing the best quality service to the
customers (Sarmiento, Whelan, & Thürer, 2018). The strategy used by the company assist in
maintaining growth by delivering the suitable, rapid and high quality of service to the consumers
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within an hour. They maintain their sustainability by accessing professional employees for the
consumers who have the suitable and valuable working function.
Effect of operational management activities on the customers
The case study of LensCrafters shows that the operation management activities highly affect the
consumers’ experience where the organization has designed the rapid system of examination as
well as the production of eyewear. The entire process is considered by the company so that
quality of service can be maintained by delivering the products within an hour. The operational
management is suitable for the firm to eventually maintain their activity (Casellas, Martínez,
Vilalta, & Muñoz, 2017). The two operational challenge faced by the company are inconsistency
in the method of manufacturing the eye-glasses, and conflict in the internal process like there are
various method for performing an eye examination.
The inconsistency in the examination process is the most challenging for the business to maintain
their activity and their quality in the products (Shabanpour-Haghighi, & Seifi, 2015). The
organization has the possibilities regarding the various methods that could be utilized for eye
examination along with the inconsistency in the production of eye-glasses. The management
focuses on discussing with the people so that the challenges can be reduced. Communicating
effectively with the team members allow the firm to deal with the situation and provides their
valuable and effective working process in the market (Kang, Zhao, Li, & Horst, 2016). The
challenge regarding the conflict in the internal process can also be maintained by the suitable and
valuable process of sharing knowledge and u8nderstanding among the employees.
LensCrafters’ Value chain
The supply chain of LensCrafters is the steps that are associated with delivering the products or
the services from the firm to the consumers. Moreover, the value chain used by the company
helps the management to manage the overall activities. Like at the time of ordering the raw
material the value chain is considered so that the raw material can be utilized effectively.
Furthermore, with the help of the designed process, they can sell their finished and high-quality
products to the consumers. In value chain there are many information related to products and this
helps to maintain the overall mechanisms of the firm (Bettiol, Burlina, Chiarvesio, & Di Maria,
2017). Also, the value chain focuses on the operations of the manufacturer and also on the
suppliers.
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Another value chain that is effectively maintained by the company is the movement of supplies
from the suppliers to the producer, and then the finished products are sent back from the
producers to the consumers. The value chain of the company is highly effective in term of
operation that rapidly obtains the information from the consumers then it also relays it to the
examiner than to the manufacturer and even to the suppliers that are all in the same location (De
Marchi, Di Maria, & Gereffi, 2017). After that, they eventually obtain the material then add the
significant value with the help of producing high-quality eyeglass as well as attain the superior
customers' satisfaction. This is all effectively help to develop their valuable position within the
field for providing superior quality products to the consumers.
Different type of performance measurement
Performance measurement is quite essential within the firm to measure the suitable and effective
working function within the field. There are many ways that are considered by the company
measure the service delivery system design of the company. The performance measurement
focuses on the factors related to service quality, consumer growth, altruism, then organizational
productivity, business performance along with the cost and the price (Henttonen, Kianto, &
Ritala, 2016). From the case study, it can be seen that there is numerous and effective
performance measurement factor for delivering the process. In this case study, the two
performance measurement which is being effectively used by the firm is the service quality along
with the growth of the consumers.
In the organization, both of this is highly essential for the productivity level of the firm. Service
quality within the company is the vital performance measurement process, especially for the
service delivery system. This is because the key aspect of the firm strategy is to provide the
superior quality of products and service to the consumers (Moullin, 2017). The organization has
to maintain their quality as this will directly impact their business success within the market.
Another performance measure is the growth of the consumers within the firm. This is also vital
for the business as this show the effective satisfaction level of the customers. It helps to deal with
the return process which is available for the consumer and also it retains the customers. It also
helps the firm to deal with the competitive market and provide the most effective solution for the
consumers.
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Technologies applied to LensCrafters’ service operation
The service operation of the firm includes numerous type of technologies that are highly
effective for providing the accurate eye examination then the 1-hour service for examination
along with the delivery of the finished products. The organization effectively use the digital eye
examination technology of Clarifye for providing the prescription and even provide a high level
of detail to the consumers (Zolyomi, Shukla, & Snyder, 2017). The firm even utilizes the Snellen
eye chart for accessing the vision proximity of the consumers to 20/20. After getting the result,
the firm also uses the phoropter which is highly effective for analysis varieties of lenses for
testing the farsightedness or the nearsightedness.
The company can also utilize the keratometer if the astigmatism is being indicated for curvature
as well as the reflection of the consumer corneas (Wang, & Hsieh, 2018). The company can also
utilize the AccuFit technology for ensuring the fit of eyeglasses to the consumers. This is a
digital process which effectively utilized the measurement of the eye and the face cut of the
consumer. The organization effectively utilize the technology for providing their best quality
product as well as service to the consumers. The organization also use the anti-reflection coating
machine for improving the vision as well as eliminating the glare and even for relieving the
eyestrain. LensCrafters have eventually developed the technology for the improvement of quality
and the service process by the firm.
Conclusion
LensCrafters provides the best and the most reliable quality of eyeglasses for the consumers.
They have a suitable and effective value chain and operational management system within the
firm. The firm uses the best technologies for the manufacturing of products and also provides
effective service to consumers. It can also be stated that organization effectively manages the
operational activity and service process which helps in managing the entire activities.
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References
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perspective. Business Process Management Journal, 21(2), 267-287.
Bettiol, M., Burlina, C., Chiarvesio, M., & Di Maria, E. (2017). Industrial District Firms Do Not
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Henttonen, K., Kianto, A., & Ritala, P. (2016). Knowledge sharing and individual work
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Kang, N., Zhao, C., Li, J., & Horst, J. A. (2016). A Hierarchical structure of key performance
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Sting, F. J., & Loch, C. H. (2016). Implementing operations strategy: How vertical and
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Wang, Y. H., & Hsieh, C. C. (2018). Explore technology innovation and intelligence for IoT
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Zolyomi, A., Shukla, A., & Snyder, J. (2017, October). Technology-Mediated Sight: A Case
Study of Early Adopters of a Low Vision Assistive Technology. In Proceedings of the
19th International ACM SIGACCESS Conference on Computers and Accessibility (pp.
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