An analysis of the LensCrafter s Term Paper Example | Topics and Well Written Essays - 1500 words

An analysis of the LensCrafter s - Term Paper Example This paper will specifically discuss LensCrafters’ operations management, value chain, and service-delivery system design. Calloway (2009), while analysing the operations strategy of LensCrafters finds that the organisation pays particular attention to improving customer loyalty through delivering legendary customer service (p.35). As market analysts point out, the firm strives to deliver superior overall value for meeting individual needs of each customer. The on-site production of perfect quality eyewear appears to be the major highlight of the firm’s customer service. This facility is really assistable for customers to save considerable amount of their time and hence to enjoy a convenient shopping experience. Undoubtedly, this innovative customer practice would assist the organisation to effectively confront with the stiff market competition in the modern optical market. In other words, improved shopping experience and enhanced customer loyalty can aid the organisati on to gain a competitive advantage in terms of sustainability. It is also identified that LensCrafters emphasises developing associates and leaders in the global marketplace with intent to strengthen its market position and to address competition pressures successfully. In addition, this operational strategy is also beneficial for the company to cut down its operating costs and to improve its profitability. The organization employs a differentiation strategy to promote brand recognition and remain to be unique in the optical market. Consumer behaviour studies and other market research analyses indicate that the firm’s differentiation strategy has assisted it to make its products familiar to customers and thereby influence their purchase decisions. Market studies also reveal that the organization’s distinct business strategy is really appealable to customer groups who consider time as the paramount factor. In addition, the company has developed a well shaped diversifica tion strategy in order to make a wide variety of eye care products and services available in once place. Despite relatively huge initial investments, the idea of maintaining production laboratories in stores has greatly benefited the company to ensure perfect product/service quality and hence to focus on individual specifications of each customer. LensCrafters has developed a pay later program in order to make its services affordable to all. In addition, currently LensCrafters offers one of the improved extended protection plans in the market. Finally, the company performs outstandingly in terms of customer relationship management and it benefits the firm to retain existing customer and to attract new potential customer groups. The LensCrafters’ operations management activities notably enhance the customer experience. The firm has integrated its manufacturing process into the service facility so as to rapidly respond to customer needs. In the optical industry, it is unusual f or customers to get their eyeglasses delivered ‘in about an hour’ and therefore this facility extremely adds value to customer shopping experience. It is to be also noted that the company has a technologically advanced lab facility to ensure that the eyewear products delivered are of superior quality. The organisation has a well developed and integrated service delivery system and has a very attractive physical layout. When a customer