Y2K wreaked havoc not only with ordering and billing, but in the lab, too. A computer system controls every step in the lens-grinding process. When a new order arrives, a technician assigns it a bar code. For each step in the cutting and grinding process, a technician keys the order number into a different machine. Each machine retrieves instructions from the central computer on how to cut, shape and polish each lens.
Quality control is essential.
Mistakes are costly not only in dollars but reputation. In the competitive optical lab industry, reputation is everything, Kim said. Managed care has cut into profits, too. But it has not been so good for small businesses like mine. Health-care companies dictate prices and policies, which can squeeze small labs, he said.