Transcription
2014 FranchiseNowConfidentialFranchise Operations Manual1
How to use this manual to develop yourown franchiseAbout this manualIn the following guide you will find the foundational building blocks necessaryto create an operations manual for your company. A well-written operationsmanual enables your franchise branches to represent your brand consistentlyand profitably. It also provides a great opportunity to clearly define yourbusiness operations. While every successful business has a general idea oftheir operations, few know their business at the level of detail the operationsmanual demands. By investing the necessary time and resources to completethis manual, not only will you be on your way to franchising, your existingbusiness will benefit greatly as well.The importance of developing Standard Operating ProceduresAs you read through this manual, you will begin to understand the importanceof developing a set of standard operating procedures (SOPs). A key factor inbuilding a successful franchise is standardization. Regardless of the franchiselocation and ownership, standardization ensures customers will always bemet with a consistent experience. For example, McDonald’s is regarded asone of the world’s most successful franchises. Thanks to standardization,their food is the same whether you’re in Baton Rouge, Louisiana orAlbuquerque, New Mexico. You always know what to expect when you seethose golden arches.The purpose of this manualThis manual was created using a fictitious window cleaning company namedCompany ABC. This content was provided to give you an example of atypical operations manual. As you customize the document to reflect yourbusiness, the name and many of the details will change. We recommend yousave multiple copies through the writing process. This will allow you to referto this document as the master template and your document as the newcustomized operations manual.Guidance boxesWe’ve also included valuable text boxes with questions, notes and additionalinformation to help you write each section. Read each box carefully beforebeginning each section. An example of guidance box: 2014 FranchiseNowConfidentialFranchise Operations Manual1
Guidance BoxIntroduction pagesAt the beginning of each chapter you will find a page outlining the goals forthat chapter, questions to ask yourself, required materials and other importantinformation to review.Guidelines for preparation of the manual Remember, the operations manual is a living, breathing document. Assuch, the contents will continue to change over time right along with yourfranchise’s standard operating procedures. Therefore, prepare themanual in manner that accommodates updates as they may occur fromtime to time. Many new franchisors do not have a written set of SOPs. Yourfranchisees will likely have little existing knowledge of your industry. Themanual should be written in a manner that is easy to understand, even forthe complete layperson. Manuals that are too complex or overly technicalwill be of little or no use to your franchisees. Leave no stone unturned, no detail unaddressed, and no procedure left tothe discretion of your franchisees. Detail, detail, detail. Your manual should address different operation procedures, if any, asthey relate to differences in geography, population, and other conditionsthat could affect the successful operation of a franchise. Maintain consistency between the manual and FDD. Discrepanciesbetween the two documents could lead to legal trouble down the road. Obtain legal review. It is absolutely critical that you acquire local legalcouncil to review your operations manual, franchise agreement and FDD.We are not legal experts; entering into franchising without legal oversightis an accident waiting to happen. Because franchising is such a litigiousindustry it is critical you do not skimp when finding an attorney. Yourattorney must have a long track record of specializing in the franchiseindustry.Let’s get started! 2014 FranchiseNowConfidentialFranchise Operations Manual2
Table of ContentsHow to use this manual to develop your own franchise . 1CHAPTER 1: INTRODUCTION . 8How to use this manual . 8Confidential Disclosure Agreements . 10CHAPTER 2: WELCOME TO COMPANY ABC . 15History of Company ABC. 16The Company ABC Management Team . 18Legal advisory and franchisor’s management support . 19Company ABC Mission Principles & Promises . 20CHAPTER 3: SUPPORT RESOURCES. 23Franchisee support matrix . 24Franchise Corporate Officers . 26CHAPTER 4: PRE-OPENING TIMETABLE & OBLIGATIONS . 27Company ABC pre-opening timetable . 28Week One . 31Week Two . 32Week Three . 33Week Four . 36Week Five . 40Week Six. 42Week Seven . 47Week Eight . 54Week Nine . 55Week Ten . 56 2014 FranchiseNowConfidentialFranchise Operations Manual3
CHAPTER 5: FRANCHISEE TRAINING REQUIREMENTS . 62Company ABC Orientation Training . 64Company ABC qualified certifications . 69Additional training & refresher courses . 70Annual Company ABC national sales meeting. 72CHAPTER 6: STAFFING YOUR COMPANY ABC FRANCHISE . 74Staffing your Company ABC franchise . 76Position descriptions with profiles . 78CHAPTER 7: OFFICE POLICIES . 80Setting up your office . 81Quality Standards of Service . 82Service and courtesy to clients . 85Handling typical complaints and problems . 86Employee appearance (trade dress) and hygiene . 87Visitors in the workplace . 88Computer usage . 89CHAPTER 8: OFFICE OPERATION AND MAINTENANCE . 90Business processes mapping . 91General housekeeping . 92Opening procedures . 93Closing procedures . 94Cleaning procedures . 96Miscellaneous franchise duties and responsibilities . 96Office administration major activities listing. 97Administrative management checklist . 98Material Safety Data Sheets (MSDS): . 100Alarms, locks and keys . 100 2014 FranchiseNowConfidentialFranchise Operations Manual4
Inventory levels . 100Daily procedures . 100Restrooms . 100Safety. 101CHAPTER 9: OFFICE EQUIPMENT, COMPUTER SYSTEM, INVENTORY, ANDSUPPLIES . 102Office equipment . 104Approved vendors . 108Equipment “Starter Package” . 110CHAPTER 10: ADMINISTRATION . 114Record keeping . 115Accounting services . 119Collections and Accounts Receivable management . 122CHAPTER 11: REPORTS, AUDITS & INSPECTIONS . 125Franchisee reports . 126Records and reports . 128Failure to report . 128Audits and inspections. 129Contact with others . 129CHAPTER 12: VEHICLE ADMINISTRATION . 130Auto theft & carjacking. 133Leasing . 134CHAPTER 13: MARKETING . 135Company ABC franchisee marketing requirements . 138Target marketing with selected media . 143Executing your marketing plan . 156 2014 FranchiseNowConfidentialFranchise Operations Manual5
CHAPTER 14: SALES & PRICING . 160Introduction . 161Phone selling . 161Referrals . 165Group presentations .
council to review your operations manual, franchise agreement and FDD. We are not legal experts; entering into franchising without legal oversight is an accident waiting to happen. Because franchising is such a litigious industry it is critical you do not skimp when finding an attorney. Your attorney must have a long track record of specializing in the franchise industry. Let’s get started .
