Case Study: Essilor of America

Prior to 2007, Essilor relied on peer-to-peer observation and costly ILT field training, covering topics such as product knowledge, service, lab operations, procedures and policies. With so many labs geographically dispersed across the world, due to mergers and acquisitions, it was difficult to reach everyone with consistent training. And, it was impossible to track the effectiveness of any program.

In late 2007, Essilor embarked on the largest change initiative the ophthalmic industry has ever seen: to create custom and engaging blended learning solutions for varying audience sizes that would increase operational productivity and manage costs. Internal research determined the following performance gaps and potential improvement areas:

• Leadership development
• Productivity and profitability
• Morale improvement and teamwork enhancement
• Messaging consistency
• Leveraging technology
• Corporate business strategy alignment

After the challenges of receiving full executive support, the vision was set:
Systematically build lab employee professional knowledge, capability & commitment.

APEX-OPTICS is a lab-oriented blended learning and certification program that provides newly hired and existing lab employees the knowledge and skills they need to successfully perform their jobs. A dedicated trainer supports the employee as they complete web-based and hands-on training sessions to become APEX Certified.

The certification curriculum was designed using a multi-level approach to provide increased skills and knowledge for lab operators throughout their professional career from new hire to veteran employee. The certification program consists of four levels: Bronze, Silver, Gold and Platinum.

As of December 2009, Essilor has launched APEX-OPTICS in 30 labs, representing almost 80% of the lab employee population. Courses are also now being deployed globally. Prior to deployment of this blended training initiative, Essilor incurred approximately 45 million dollars in annual lab breakage and lab error-redos. Advanced program measurements have shown the following results
translating into approximately 7 million dollars in annual savings of lab breakage and error-redos:

Perhaps equally as important are some of the “softer” impacts of certification:

• Cultural Change – In the labs that have received 100% Bronze Certification, Essilor has seen a significant positive shift in the way people feel about their jobs, the lab and their customers.
• Flexibility – The curriculum provides a simple way to cross-train employees creating more flexibility in staffing and a built-in way to continuously develop employees.
• Continuous Improvement – The ophthalmic industry, like all industries, is experiencing massive change. APEX-OPTICS is being deployed in new ways to support and expedite other business initiatives.
• Leadership Development – The program reinforces the role of lab supervisors and managers in the ongoing development of employees.