Franchise Operations Manual - Service & Retail Edition
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 . 168Pricing policies and fee structures . 169CHAPTER 15: INSURANCE REQUIREMENTS & RISK MANAGEMENT . 172General insurance coverage . 173Risk management . 176Managing risk at the franchise location or job site . 177Franchisee site security . 177Reporting incidents . 178CHAPTER 16: CORPORATE STRUCTURE AND FINANCING. 180Setting up your entity . 181Legal business structures . 181Types of structures . 183Setting up the new corporation . 187Financing arrangements . 189Financing alternatives. 189CHAPTER 17: TRADEMARKS AND TRADE SECRETS - PROTECTION POLICIES 192Patents, copyrights and proprietary information . 192Trademark usage and guidelines . 193Examples Of trademark misuse . 194CHAPTER 18: FIELD OPERATIONS . 195Safety first . 195Business processes mapping . 196Outline of the window cleaning process . 198 2014 FranchiseNowConfidentialFranchise Operations Manual6
CHAPTER 19: RESALE, TRANSFER, RENEWAL AND CLOSING . 204Conditions of renewal . 204Continuation. 205Assignment or transfer . 205Termination . 208CHAPTER 20: EXPANSION AND RELOCATION REQUIREMENTS . 211Franchise expansion, new territory, resale purchase or territory expansion . 211 2014 FranchiseNowConfidentialFranchise Operations Manual7
How to use this manual to develop your own franchise About this manual In the following guide you will find the foundational building blocks necessary to create an operations manual for your company. A well-written operations manual enables your franchise branches to represent your brand consistently and profitably.
franchise do not apply to starting your own business or buying a business that is not a franchise. The level of this risk will depend on the nature of the franchise business, the size and characteristics of the franchise group offering the franchise and whether the franchise business is an established franchise business operated by a previous
Fee Re-Opener, the franchise agreements were amended in 1984 to increase the franchise fee to two percent (2.0%). The franchise agreements authorize either party to trigger the Franchise Fee Re-Opener next in calendar year 2011. PG&E and the City addressed the franchise fee to be paid under the electric and gas franchises, in advance
4 1.12. FCC shall mean the Federal Communications Commission, its designee, or any successor governmental entity thereto. 1.13. Franchise Agreement shall mean this document and any amendments, exhibits or appendices hereto. 1.14. Franchise Fee shall mean the fee defined in Section 7 of this Franchise Agreement. 1.15. Franchise Area shall mean the area within the corporate limits of Franchisors.
THE FRANCHISE INVESTMENT A senior care franchise can be opened and run on relatively short money compared to other franchise opportunities. The median initial investment required to open a single senior care franchise office in 2014 is 101,900, but the starting investment level for many franchise opportunities is under 75,000.
12. Accidental Franchise 31 13. Franchise Agreement - Guiding Principles 32 14. Main Provisions of a Franchise Agreement 32 Managing a Franchise Relationship 42 15. The Operations Manual 43 16. Improvements 44 17. Training 44 18. Quality Control 46 19. Co-branding 47 20. Company, Business and Domain Names 48 End of a Franchise Agreement 51 21.
The total investment necessary to begin operations of a European Wax Center franchise is 292,200 to 374,897. This includes a one-time lump franchise fee of 45,000 for the initial European Wax Center franchise, or 36,000 for subsequent European Wax Center franchises, that you pay to us, the franchisor. The initial investment
if there is any conflict between the Retail Operations Manual and the Retail Sales Agent Agreement, the Retail Sales Agent Agreement prevails over the Retail Operations Manual. The underlying intent of this manual, the policies herein, and the Retail Sales Agent Agreement is to support, augment and fulfill the OLCC's efforts as a regulatory body
opinions about the courts in a survey conducted by the National . criminal justice system, and that black women are imprisoned at a rate seven times greater than white women. The report indicates there has been an increase in their incarceration rate in excess of 400% in recent years. Further, three-fourths of the women, according to the report, were mothers, and two-thirds had children .
