Mark Graban's leanblog.org - Lean Healthcare, Lean Hospitals, Healthcare Kaizen, Lean Thinking, Lean Manufacturing, Toyota Production System

Taking Time out of Making Glasses

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Everyone knows by now that you can get glasses “in about an hour.” I read about them recently in a magazine, this was the quote:

“…company was founded and flourished because two entrepreneurs discovered a secret… before LensCrafters, buying a new pair of glasses involved… waiting several days or weeks for the prescription to be filled at a lab. The secret was that it really took the labs only one hour to do the work.”

I don't know if that is really a secret if you understand lean thinking. When you look at the percentage of a total process cycle time (from order to customer receipt), you know that a very small amount is actually value added. This percentage is typically even less than 1% of the time. 1 hour of VA time (and I'm sure not all 60 minutes are value added) out of 5 days to get the glasses, that's 1/(5 * 24) = 0.8% value-added.

This was true in eye glasses, until the innovation of placing the glasses lab right on site at the store. You can even get an eye exam right there and avoid an extra trip or drive. How very lean! Does LensCrafters have a faster glasses-making machine? I doubt it. They just remove the waiting time and transportation delays between you and the lab.

I wonder what other industries currently have such low value added time? It seems like there would be a competitive or entrepreneurial opportunity to compete based on speed and lean principles. Any ideas?

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Mark Graban is an internationally-recognized consultant, author, and speaker who has worked in healthcare, manufacturing, and startups. He is author of the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, as well as The Executive Guide to Healthcare Kaizen. His most recent book is an anthology titled Practicing Lean that benefits the Louise H. Batz Patient Safety Foundation, where Mark is a board member. Mark is also the VP of Improvement & Innovation Services for the technology company KaiNexus.

2 Comments
  1. Jamie Flinchbaugh says

    Consider oil changes – how long do you wait at a dealership? The standard today is between 45 minutes and 1 hour. It used to be longer. How long does it really take? 20 minutes. How long if you put two people on it? 10 minutes.

    Jiffylube, etc. figured this out. Of course, AND THIS IS KEY, if it’s not done right the first time, it’s not value added. My experience there isn’t statistically significant, but I would guess they have a 1-2 sigma quality level.

  2. Dick Kusleika says

    I always wondered why it takes a half an hour to fill a prescription. That seems like it should take about five minutes.

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