Largely due to the global pandemic of 2020, the client had experienced a drop in sales and demand. Realizing that store operations efficiency is key to future success as revenue returns, the leadership team wanted to enhance their ability to meet performance goals.
The company believed there were numerous non-value-add operational processes in use at stores. Further they support multiple operating models with varying optometrist partnership arrangements in terms of ownership and staffing. These variations created additional inconsistencies in process standardization and execution. As such, they wished to focus on improving retail store operations efficiency while ensuring store associates can focus on delivering an efficient, high-quality customer experience.
The company was also embarking on a new point-of-sale system implementation and needed to ensure the configuration would support the efficiency recommendations.