How to Write Franchise Manuals

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Thinking of growing your business, is franchising the best system for you?

The essential element to franchising your business effectively is to have a

proven, successful concept that is working well as a business already and
comprehensive manuals detailing step-by-step detailed operations of how the
business system works and of course makes money.

By following these steps, you will have built a solid foundation for your
franchise system, which will give it the best chance of succeeding.

The cornerstone of this process is the development of comprehensive franchise

operation manuals.

This document sets out a framework method for developing a quality and
comprehensive franchise operation manuals and gives an insight into the
considerations and issues the franchisor will face in the process of this task.
What should be in a franchise operations manual?

The primary purpose of the franchise manual is to support the operations of the
business - that is, to support the people working in the business to do their
jobs. Franchise manuals should set out the following inter-related aspects of an
operating business:

* What is franchising and how does this system operate

* The details of the franchise business
* The Role of the Franchisee
* The roles of the employees in the business are
* What the main processes or activity streams of the business are
* The tasks that are performed by franchisees, employees and other key players
each day
* The performance standards that the franchisor requests
* Obligations of the Franchisor
* Advertising, Marketing, Safety, Security, Staff Management, Health and
Safety
* What the mechanisms for process management and improvement are.
* How to make money
* Disputes
* Etc, etc
Who should write it?

Because of the critical nature of this documentation, the short answer is – the
most competent resources you have at your disposal. The longer answer will involve
figuring out whether that is you (the business owner), your key employees or
specialists you bring in specifically.
When should it be written?

The franchise manual(s) will enable many of the complex planning activities that
go into setting up a franchise program. It should be written first.
The phases of writing

The process of writing franchise manuals is similar to the process of writing any
technical, reference or training document that is aimed at an end-user who has a
need to be supported to do particular things. A franchise manual is a ‘user
document’ – as much as any video programming guide or word processing manual.
Writing it involves working through the following phases:

* defining the purpose

* analysing audiences, tasks and information needs
* determining the contents
* writing the contents
* reviewing and evaluating what is written
* fine tuning and publishing.

The following comprehensive table of contents will illustrate how these phases can
be worked through using the case of a fictitious example company ABC Company.

ABC – Introduction to Franchising - Manual

Table of Contents

Receipt, Terms & Copyright 1

Welcome To ABC........... 2

Location Of ABC........... 3

Outlets 3

The Franchise System and it’s History 4

ABC Head Office Personnel 6

Director

Business Background... 6

Responsibilities 6

Manager

Business Background... 7

Responsibilities 7

Organisation Chart.... 8
ABC Philosophy For Conducting Business... 9

ABC Role And Responsibilities.......... 10

Our Responsibilities....... 10

Your Role and Responsibilities....... 11

Specific Responsibilities....... 11

Group loyalty....... 12

Your Field Consultant................. 13

Franchise Meetings 14

The Franchise Agreement 15

Termination of Franchise..... 15

Your Operations Manual.. 16

How To Use your 16

Operations Manual....... 16

Purpose....... 16

Secrecy And Confidentiality....... 16

Secrecy 17

Confidentiality... 17

Return....... 17

Revisions.... 17

Suggestions.. 18

Loss Of Manual....... 18

ABC – Franchise Location and Design – Manual

Table of Contents

Business Name Registration... 1

Name & Trademark.... 5

Your Use Of Trademark (Logo) 6

Signs / Shops 7

Originals Available For Printer 8

Corporate Stationery, Business Cards, Graphic Standards...... 9

Improper Use And Infringements 10

ABC – Occupational Health and Safety - Manual

Table of Contents

Introduction................. 1

What is Occupational Health & Safety 1

Occupational Health & Safety Policy... 2

Obligations................... 3

Emergency Procedures.... 3

Policy....... 4

Fire Exits..... 4

Protective Clothing and Equipment..... 4

Permits.. 4

Your Work Area 4

Waste Disposal 4

Dangerous Goods and Hazardous Substances..... 4

Alcohol &Drugs. 5

Security. 5

Harassment..... 6

Manual Handling 6

Armed Hold-Up Procedures..... 6

Accident Prevention..... 7

ABC – Customer Relation - Manual

Table of Contents

Customer Sales & Service..... 1

Telephone Enquiries........ 1

Serving The Customer...... 2

Good Business Manners 3

The Ten Commandments Of Good Business 6

Handling The Busy Period... 7

Customer Complaints..... 8

Different Types Of Customers 9

Selling The benefits.. 10

Preventative Maintenance 10

Preventative Maintenance Program....... 12

Public Relations Reputation and Image 15

SOS Sick Office Syndrome – Computer Environment Technicians.. 17

Healthy Computers.. 19

ABC – Operational Procedures - Manual

Table of Contents

Daily Procedures 1

Weekly Procedures 1

Monthly Procedures 1

Hours of Business... 2

Quality Control... 3

Jobsheets 4

ABC Environmental Policy.. 5

Cash & Security... 6

Cash Receipts........ 6

Petty Cash. 6

Cash Variances...... 6

Credit Cards 7

Cash Protection..... 7

Cash Theft 7

Vehicle And Equipment Maintenance................... 8

Sale Of Your ABC Franchise. 9

Franchisee Dispute Resolution................. 10

General Communication............ 12

Police & Security. 13

Police Check....... 13

Security....... 13

Business Presentation............... 14

Vehicle Presentation 14

Equipment Presentation 14

Signage....... 14

Accuracy..... 20

ABC – Personnel, Staff and Management - Manual

Table of Contents

Management Style......... 1

Your Employees & Recruitment. 2

Employee Profile......... 3

Steps in Selecting Personnel...... 4

Organising Time......... 5

Motivating Employees...... 6

Staff And Training......... 7

Minimum Training Requirements 8

Ongoing Training......... 8

Employee Records......... 9

Application For Employment Form ..... 9

Conditions Of Hire 10

Staff Awards....... 11

Application For Leave 12

Annual Leave... 12

Sick Leave... 12

ABC Application For Leave Form 13

Weekly Time Book 14

Time Books... 14

Calculating Wage Payments... 15

Wages....... 16

Staff Record Card... 16

Termination. 17

Employee Appearance & Personal Presentation 18

Smoking....... 19

Alcohol &/Or Drugs 19

Employee Operating Procedure 20

Introduction. 20

Hours Of Employment 20

Serving The Customer.... 20

Greeting..... 21

Smile 21

Look And Listen 21

Acknowledgment - Customer Leaving 21

Suggestive Selling....... 22

Cleaning Vehicle....... 23

Casual, Part Time, Employees... 23

Suggestions... 23

Media. 23

Cash Receipts...... 24

Giving Change. 24

ABC – Reporting and Payments - Manual

Table of Contents

Franchise Reporting & Payments.. 1

Monthly Sales Report 1

Annual Financial Report 2

Franchise Service Fees 3

Brand Recognition Co-operative Fund 4

Local Marketing Co-operative Fund 5

Stock & Supplies Payments 6

ABC – Stock and Supplies - Manual

Table of Contents

Authorised Stock & Supplies.... 1

Updating of New Products. 2

Stock & Supply Check........ 3

Stock & Supply Orders..... 4

Layout of Stock & Supplies.... 5

Freight..... 6

Credit Advice’s... 7

How to Raise A Credit 7

Payment of Accounts – (Creditors) 8

ABC – Advertising and Marketing - Manual

Table of Contents

Advertising 1

Grand Opening - New Franchise....... 2

Press Releases........ 3

Advertising Operations.... 4

Standards...... 6

Newspapers.. 7

Television Advertising.... 8

Radio 9

Yellow Pages 10

Brochures/Letterbox Drops 11

Sponsorships 12

Assessment of Effectiveness 13

Knowledge of the Competition. 14

Maintaining Public Awareness.. 15

Local Advertising & Promotion 16

ABC – Accounting and Administration - Manual

Table of Contents

Recording & Reporting 1

General Bookkeeping................... 2

What is Bookkeeping? 2

The Importance of Bookkeeping 2

Financial Control......... 3

Types Of Records You Must Keep 5

The Receipts Journal.... 9

What is a Receipts Journal?......... 9

Using the Receipts Journal.. 9

Example of Receipts Journal 11

The Payments Journal.. 12

What Is A Payments Journal?....... 12

Using the Payments Journal 12

The Petty Cash System................. 15

The Bank Reconciliation 17

Example Of A Bank Reconciliation 19

The Cash Flow Budget................. 20

Annual Reports. 28

Insurance Policies.. 29

Minimum Requirements 29

Telephone 30

Audits..... 31

ORGANISATION......... 32

Incoming/Outgoing Mail....... 32

Franchisor Correspondence....... 33

Filing 34

Collection Agency....... 35
Banking Procedures..

36