Eye for Detail

When it comes to lens production, getting the perfect balance of speed and quality can make or break a lab’s reputation. For Jordan Foster, ABO, NCLE, of Jax Vision Care in Jacksonville, FL, the key is organization, consistency, and an ever-watchful eye for improvement. 

Here, she shares insights into her workflow and processes for ensuring products meet a consistent standard of quality.

EB: How do you balance production speed with the need for thorough quality checks, especially when handling high-volume orders—and how do you train your technicians and staff to stay updated on the latest procedures?

Jordan Foster: Being organized…[and] having a set-in-stone flow for how your jobs go from being edged to the check-in process is key to maintaining a good speed. I do enjoy an inspection checklist to make sure nothing is missed, even if you are busy.

I think reps are wonderful tools that we can use to help keep staff knowledgeable as well as allowing every staff member, even your receptionist, to go into the lab and see what the process is like from start to finish. [It] gives them a better understanding and appreciation for the process.

EB: How often do you audit potential inefficiencies or areas for improvement in your lab’s production workflow?

JF: Constantly. I feel like every day you can find areas where you can improve or make your process more efficient. Sometimes, it helps to just observe, too—which your coworkers may not enjoy—but it helps remove you from the equation and be a little less biased.

Working in an in-house lab, I do choose to notify the patients of any failures, which is sort of controversial. I find that most patients appreciate it because not only do they now expect the delay, but it [also] lets them see that we set a standard for ourselves, and we only dispense glasses that meet those standards.

EB: What role does customer feedback play in your lab’s quality control strategy?

JF: I think customer feedback…should be listened to and appreciated. In the moment, it may not seem or feel like a good thing, but that customer is giving you something that you can use to do better. If it’s “I waited four weeks for these glasses and they don’t have the Transitions I ordered,” you need to go from step one all the way through and see how the ball was dropped.