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February 21, 2003
Contact:
Tom Davis
Troy Office of University Relations
334/670-3196
tomdavis@troy.edu
Office of University Relations
253 Adams Administration
Troy, AL 36082
(334) 670-3196
(334) 670-3274 (fax)
| TROY
STATE UNIVERSITY OFFICE OF UNIVERSITY RELATIONS PRESS RELEASE FOR MORE INFORMATION CALL 1-334-670-3196 |
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employees lead to satisfied customers, Bartow tells TSU students Cliff Bartow, industry consultant and retired CEO of The Luxottica Retail Group, told Troy State University students that as employers they should take pride in their associates and then focus on the customers. Companies should focus on corporate culture rather than metrics. "Metrics are not as important as corporate culture. The institution of metrics allows us to constantly and measurably improve our business and our culture," said Bartow. Two reasons for improvement would be for the associates and for the customers. "The most important asset to the business is its associates. When the associates are happy it leads to satisfied customers." Corporate culture builds a competitive edge, Bartow said. In 1983, there were three LensCrafters stores, accounting for a $1 million profit. In 2002, there were about 2,800 stores and there was a $302 million profit. As competition grew so did the company. "A company should have a vision, a mission and core values," Bartow said. In 1986, LensCrafters realized the need for a belief system and developed a mission and core values. In 1988, the vision was developed. 'A vision is what we aspire to be. LensCrafters’s vision is to be the best at helping the world see," Bartow said. Along with the company’s vision Bartow believes each associate should have a personal career vision and each should share it with his supervisor. "A mission represents why we exist," Bartow said. "LensCrafters’s mission is to create exceptional value in the lives of the customers, associates and shareholders as well as make associates’ dreams come to life." "Core values are how we operate and how we treat each other along the way. LensCrafters’s core values include nurturing individuals, demanding highest possible quality and pushing breakthrough ideas," Bartow said. One area in which LensCrafters demonstrates its core values is through the "Give the Gift of Sight, From Cause Marketing to Pure Philanthropy: An Internal Journey" program. Beginning in 1988, the "Gift of Sight" program provides charitable family vision care services directly delivered by LensCrafters employees. According to Bartow, by the end of 2003 more than 3 million people will be given sight. |