4-6 An Integrative Case Study of LensCrafters

To illustrate how goods and services are designed in an integrated fashion, we will
study LensCrafters a well-known provider of eyeglasses produced "in about an hour."
We use the framework for goods and services.

Explanation:
The lensCrafters company, Sila yung sikat na gumagawa ng eyeglasses tulad nang EO
or Executive Optical eyeware. Other example is Rayban company known for their
design on sunglasses.

Steps 1 and 2-Strategic Mission, Market Analysis, and Competitive Priorities.

LensCrafters (www.lenscrafters.com) is an optical chain of about 860 special
service shops with on-site eyeglass production capabilities in the United States,
Canada, and Puerto Rico. All resources necessary to create and deliver "one-stop-
shopping" and eyeglasses "in about an hour" are available in each store.

Explanation:
A Strategic Mission defines the unique purpose of an organization's scope of
operations
Strategic Mission eto yung purpose ng isang company kung bakit nila binuo yung
company na yon tulad ng LensCrafters company na ang mission ay to ensure that,
every day, you're seeing your world in perfect clarity.

Market analysis is a detailed assessment of your business's target market and the
competitive landscape within a specific industry.
Ang market analysis eto yung pag-aanalyze ng mga taong magiging customer mo at yung
mga makakalaban mong same products.

Competitive Priorities is the dimensions that a firm's production system must

possess to support the demands of the markets in which the firm wishes to compete
Ibig sabihin ito yung pagsuporta ng company sa demand chain ng market at quality ng
produkto.

Step 3-Customer Benefit Package Design and Configuration

Our perception of the LensCrafters customer benefit package is the integrated set
of goods and services depicted in Exhibit 4.11. The primary good (eyewear) and the
primary service (accurate eye exam and one-hour service) are of equal importance.
Peripheral goods and services encircle the primary ones to create "a total
LensCrafters' experience."

Explanation: For example contact lens accessories pwede mo silang alukin ng

solution for contact lenses, Convention location kung yung branch ng store safe ba,
Eyeware accessories such as lace of eyeglass para hindi malalag, Exam and Service
kung yung exam or checkup ng mata is maganda and yung services ng mga staff kung
approachable ba sila sa mga customer, Eyewear kung yung eyeglass na binebenta nila
is good quality or baka madaling masira. Modern equipment in showroom dapat makita
ng mga customer na malinis ang mga equipment na gagamitin sa pagtest ng kanilang
mga mata. One-Hour services ito naman yung kung gano katagal yung session kada
patient na magpapacheckup ng kanilang mga mata baka sobrang tagal tapos madaming
customer maiinip yung ibang customer at baka umalis.

Steps 4a and b--Manufactured Good Design and Process Selection

The manufacturing process is integrated into the service facility to provide rapid
order: not sacrifice quality. In this industry, it is unusual for customers to
watch their eyeglasses being made, and this "service experience" is viewed as
adding value. The equipment used in the labs is the most technologically advanced
equipment in the industry. The eyewear is to specifications in a clean, modern,
professionally run facility.
Explanation: Makakapag stock ng mga product para mabilis nilang magagawa yung order
ng client ng hindi nasisira yung quality ng isang produkto.

4c-Service-Delivery System Design

The service-delivery system, as evidenced by the location and layout, servicescape,
service processes, job designs, technology, and organizational structure, is
combined into an integrated service-delivery system. LensCrafters's stores are
located in high-traffic areas such as shopping centers and malls within 5 to 10
miles of the target market.

Explanation: For example Yung main branch nasa manila pero may mga client kang nasa
province na malayo kaya kailangan mong magpatayo ng panibagong warehouse na malapit
sa bagong client mo para mapabilis ang pag deliver ng produkto sa kanila.

Step 4d-Service Encounter Design

Each job at LensCrafters-sales associate lab technician, and doctor of optometry-
requires both technical skills and service management skills. Associates are well
trained, friendly, and knowledgeable about their jobs The lab technicians are
certified in all work tasks and processes. Many associates are cross-trained.

Explanation: Ito yung pano mo imamanage yung mga customer na pumapasok sa iyong
shop. Kung may mga katanungan sila dapat alam mo kung paano mo sasagutin.

Steps 5 and 6-Market Introduction/Deployment and Evaluation

Although the company has been around for some time, it undoubtedly faces
challenges in replicating its design concept in new locations. On a continuing
basis, as technology and procedures change, LensCrafters will have to develop
processes to introduce changes into all existing locations to maintain operational
consistency and achieve its strategic objectives.

Explanation: Kung pano nila mas papagandahin yung kanilang produkto dahil umuulit
nalang yung kanilang product mas nagiging common na sa mga mata ng customer. Kaya
ang ginagawa ng LensCrafters company gumagamit sila ng mga panibagong procedures at
teknolohiya sa pag gawa ng kanilang panibagong produkto. Para mas umunlad ang
kanilang company.