Page 40 - 2015 Best Practices of Spectacle Lens Management

Best Practices
2. Select one management area for initial focus. Process improvement fails when too much is attempted too quickly. Change in office
continued
processes is difficult because ingrained habits must be discarded and new methods learned. It’s best to select a single management area on which to
focus your initial improvement efforts, using the analysis in Step 1 as a guide. Pick one of the areas below:
• Product mix
• Patient profiling
• Multiple pair sales
• Retail pricing/profit margin
• Re-make reduction
• Purchase frequency/recall
• Patient satisfaction with eyewear

3. Convene a process-improvement staff meeting. The agenda of the meeting should include these topics:
• Review practice spectacle lens metrics.
• Discuss and reach a consensus on practice quantitative goals for spectacle lens metrics.
• Examine current office processes: what works, what is deficient.
• Review “Best Practices” with staff. Reach consensus on process changes.
• Assign responsibility and timetable for next steps.
• Identify the monitoring mechanism to track progress.
• Review progress monthly for three months; reach consensus on any further process changes to be implemented.

4. Organize training programs to fill gaps in staff knowledge of lens features and benefits, techniques and
scripts to initiate dialogue about eyewear, patient profiling techniques and lens fitting processes. Your optical lab
sales representative may be able to provide assistance to train staff.

5. After successful implementation in initial management area, select a second area. After successfully implementing your
first process improvement, move on to the second priority you identified in Step 1 and repeat the process in Step 3.

40 Best Practices of Spectacle Lens Management 2015