More efficient production is underway at Value Rx Optical. Photos courtesy of David Steinbach
By David Steinbach
Oct. 2, 2026
When we started out 14 years ago, our lab was a much smaller operation. The lab management system (LMS) we had in place worked well in those early days. But as we grew, it became clear that we needed more bandwidth, more reporting and more efficiency to keep up with the business.
We made a conscious decision about nine years ago to automate the lab and add more equipment. We looked at options and found a match in Rx-Universe that seemed like it would work for us. It required us to think differently about our processes. It wasn’t just about the lab anymore—the goal was managing the business more efficiently.
As we got bigger, we found ourselves thinking less like operators and more like accountants, trying to figure out where we could save money and where we could do things better.
BUILDING A SMARTER WORKFLOW
Inventory management is simplified with Rx-Universe. Screenshots courtesy of Rx-Universe
A big part of that decision came down to workflow. We started asking ourselves: Do we really need the number of employees we have? Can we scale back? How do we put together a plan that makes more sense as the business keeps growing?
We began upgrading little by little. As we coordinated our equipment with Rx-Universe, we introduced more automation and appropriately scaled our work. As we tightened the screws and perfected the process, we started seeing our margins go up.
The goal was to make the workflow as seamless as possible. We wanted the work to come in, get processed and move through the lab with as few hands on it as possible. That matters because every extra touch creates a chance for breakage or scratches.
Now, once the lens is picked, it goes on a stacker and we don’t touch it again until it comes off the stacker, gets assembled, goes through automatic inspection and heads to shipping. I’ll never say it’s easy, but it is efficient.
The Rx-Universe program helped us to follow the workflow, allowing us to make changes as needed and keep the work moving quickly and efficiently.
PUTTING PEOPLE IN THE RIGHT ROLES
Automation didn’t replace our team. It changed how we use it. We still have a lot of people involved in the process, but they’re working in more targeted, higher-value roles. Instead of manually checking every step, our inspectors and automated systems handle much of the pass/fail work, while our staff focuses on shepherding jobs through the lab, making sure tint is done properly, supporting customer service, pulling frames and handling shipping.
As an owner, I want to be efficient. I don’t want 100 people here if I only need 50. The goal was to rearrange responsibilities so we could make the best use of everyone and get the most out of the team we already had. We service 55 optical locations in addition to our lab, so when automation allowed us to shift duties, we were able to move people into other areas rather than make massive layoffs. That was important to us. A lot of our team has been with us for years. I think that says a lot about how we run the business and the way we treat people.
USING DATA TO KEEP IMPROVING
The Rx-Universe dashboard provides an snapshot of lab performance.
I’m a numbers guy, so I’m always looking at the data. We have metrics for different parts of the lab, from start to order entry and through production. We want to know if we’re hitting those numbers. If we’re not, then we ask why.
That kind of reporting matters because breakage can be a huge problem in a lab when you’re processing 900 to 1,000 orders a day. It can take something profitable and turn it into a disaster very quickly. If breakage is happening, we need to know where it happened—whether it was during manufacturing, generating, polishing, edging, blocking or somewhere else.
Then we can determine whether it was a machine issue, a personnel issue or something that got entered wrong. Every day, we get reports from our lab manager and operations manager, and we look at everything. Some days it all looks good, and other days, we can pinpoint an issue as coming from the block or the generator.
We do everything in-house, so we control our own destiny. It’s up to us to follow along closely with the plan we put in place and make sure it’s working.
Rx-Universe allows us to monitor the jobs moving through the lab at each workstation. We can see if we are hitting the proper amount of jobs per hour on a continuing basis. If not, then we can see in real time what is not working and make quick corrections.
RESULTS THAT MATTER TO THE CUSTOMER
The process is much more efficient now. Using Rx-Universe and coordinating it with our equipment has helped tighten everything up. Our margins have gone up, breakage has gone down and turnaround time is much quicker.
With the volume of orders in our lab, even a one-point change in breakage makes a real difference. We used to be at about 5-6 percent breakage, and now we’re under 3 percent. That’s a big improvement.
Turnaround is faster, too. We’re getting everything out within 1 to 3 days for the customer, and that matters in a niche business like ours. A lot of what we do is third-party work, Medicare and medical clinic work, so better service is always part of the equation.
SERVICE, SUPPORT AND ACCOUNTABILITY
Customer service has always been a big part of our business. I bring a background in optical sales and working on Wall Street to my role. My business partner and I both carry that service mindset into everything we do.
Through Rx-Universe, our customers can track and see the progress on their orders online. It cuts down on administrative-type phone calls. Of course, if a customer is unhappy, that matters to us. My business partner and I welcome the phone calls for a chance to make the situation right. If something is delayed, we say so. If we made a mistake, we own it.
We also stay hands-on with our customers. We go to their locations, check in regularly and talk through what they need. That’s part of why the model works for us.
I appreciate that I can turn around and expect that same kind of support from the customer service team with Rx-Universe.
MAKING THE TRANSITION WORK
When we brought in Rx-Universe, we didn’t just shut one system off and hope for the best. We kept the previous system running, did tests and used a dual-system setup until we were comfortable. Then we turned the switch.
That was scary at the time, but it made sense to have a backup while we got comfortable with the change. We didn’t want to be in a deer-in-the-headlights situation. There were growing pains, but we got through them.
What we have now is a fully automated lab that works for us. We’ve rearranged how people work, made better use of everyone in the lab and built a business model that is much more efficient than what we started with.
This article is sponsored by Rx-Universe
Read more about how Rx-Universe can make a positive impact on lab workflow here.
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David Steinbach is a managing partner for Value Rx Optical in Miami, Florida. To contact him: david@valuerxlab.com |
