As a franchisor for 25 years, our executive team had several opportunities to invest $10,000-$20,000 to outsource the development of our franchise operation manuals. This would include research, gathering of data, employee interviews, creative, copywriting, editing and production. Each time we researched the advantages and disadvantages, we realized the investment, time requirements and long-term dependency on a preferred vendor to develop and maintain our manuals would be shortsighted and cost prohibitive. It was tempting to take this expensive shortcut. However, we knew that, over the long haul, we needed to excel at this internal core competency. There were simply too many systems and processes we wanted to improve on a weekly and monthly basis.
Our clients are able to take advantage of our experience that has paved the way for their manuals. We provide our clients a turnkey, pre-written Franchise Operation Manual Building System, which allows them to develop the highest quality manuals, saving time and money while learning how to internally produce their own franchise operation manuals.
It is vitally important that a franchisor can update backwards and forwards, at the click of a button, their entire franchise system with new operational standards, systems and processes. As your franchise system grows, you will eventually realize that a fully integrated set of manuals is essential and vitally important to operate a successful franchise company. Initially, it may seem easier to establish an outsource philosophy. However, it is cumbersome in time and labor and extremely slow and expensive, both in the short and long term.
In closing, the best decision you can make as a launch, early, growing or mature franchisor is to create, develop and manage your Franchise Operations Manuals internally within your corporate office.
Our Pre-Opening Manual provides a framework to unite and guide a franchisor and their first-time franchisee through a Track-to-Open process with step-by-step instructions on all aspects of opening safely and creatively on time and under budget. Without this comprehensive manual, a franchisee will invest substantially more capital to open their business while depleting their budgeted working capital.
Introduction
Site Selection
Lease Negotiations
Floor Plan Layout
Architectural Plans
Licenses and Permits
Construction
Signage
Utilities
Phone, Data and POS
Franchisee Certification Training
Grand Opening Marketing
Furniture Fixtures and Equipment
Equipment Installation/Inspections
Employee Hiring and Training
Grand Opening Training
Our Design and Construction Specification Manual is an opportunity for a franchisor to communicate their core “flagship” layout and design package, which communicates the highest quality standard of interior design, functionality and construction materials of the interior and exterior space. Without this manual, first-time franchisees will drift into non-standardized interior design images, wall, lighting, furniture, fixture, equipment and appliance decisions and purchases, which negatively impact brand trust.
Product Definition
Purpose and Scope
Introduction
Restaurant Development: Design Criteria:
General Conditions-Conditions of Contract
Restaurant Design Criteria:
Introduction
Overview
Prototype-General
Prototype Floor Plans
Prototype (Equipment)
General Pictures
Plan Review and Requirement Approvals
Fire Safety Systems
Areas/Divisions
Materials Specifications & Requirements
Restaurant Package
Software and Security Systems
Bathroom Detail (Photos)Kitchen Equipment Packages: Small Wares; Beverages; Opening
Food Orders; Opening Beef Order; DirectTV package
Signage (General) Project Manual & Specifications: Project Manual Appendices
Our Brand Standards Manual provides you the opportunity to build a corporate brand identity and communications system, expressing the highest standards of customer communication across all forms of media and communication platforms. Without this foundation, each franchisee and their local marketing providers will be left with no choice but to break trust with your vision, branding and expectations. Communication and customer messaging will vary market-by-market, undermining the value of the brand.
History
Values/Culture
Competitive Advantages
Our Audience
Our Message
Brand Colors
Logo:
Using the Logo
Channel Guidelines
Size of Logo
Improper Use of Logo
Corporate Tagline and Logo Lockup
Brand Imagery
Brand Typeface
Website Face
Brand Standards: Logo
Clear Space
Size Requirements
ColorsTypeface
Brand Protection: Trademark Standards
Corporate Documents:
Business Cards
Letterhead
Envelopes
Email Signatures
Brand Photography, Press Releases and Other Media Materials:
Sample New Location Opening Press Release
Sample Holiday Press Release
Sample Catering Press Release
Sample Event Calendar Announcement
Social Media: Facebook, Twitter and Four Square Timeline:
Media Relations
Sample Company Overview
Sample Executive Biographies
Sample Menu (if restaurant)
Sample Recipes (if restaurant)
Brand Collateral Materials:
Advertising Samples
Print Samples
Audio and Video
Web Projects Community Relations
Brand Preferred Vendors:
Public Relations, Graphic Designer and Printer
(Private Labeling Artwork and Design;
Word and PowerPoint Formats with Pre-written Management Subjects)
Our Subject Matter Instruction Manuals serve as a deep resource library of 50 different topics that strengthen the knowledge base of all corporate, franchisee and employee stakeholders of your franchise system. These prewritten manuals with “click of the button” useable graphics, charts and learning tools help to bridge the gap to utilize within and while building other manuals, providing enhanced learning value to all manuals and training programs.
Administrative Support
Anger Management
Assertiveness and Self-Confidence
Attention Management
Budgets and Financial Reports
Business Ethics
Business Etiquette
Business Succession Planning
Business Writing
Call Center Training
Change Management
Coaching and Mentoring
Communication Strategies
Conflict Resolution
Creative Problem-Solving
Customer Service
Emotional Intelligence
Employee Motivation
Facilitation Skills
Generation Gaps
Human Resource Management
Interpersonal Skills
Job Search Skills
Knowledge Management
Leadership and Influence
Measuring Results From Training
Media And Public Relations
Meeting Management
Middle Manager
Negotiation Skills
Overcoming Sales Objections
Performance Management
Personal Productivity
Presentation Skills
Project Management
Proposal Writing
Public Speaking
Safety In The Workplace
Sales Fundamentals
Stress Management
Supervising Others
Teamwork And Training
Time Management
Train-The-Trainer
Workplace Diversity
Workplace Harassment
Workplace Violence
Our Real Estate Handbook connects a first-time franchisee to a franchisor’s master guidelines and standards to protect the highest quality location while minimizing the start-up costs and lowering annual occupancy rates. Without this manual, a franchisee can easily “fall in love” with the wrong location, invest up to $100,000 in additional start-up costs and commit to higher, unsustainable monthly rental rates, threatening profitability.
Location Criteria
Demographics
Site Search
Financial Negotiations
Letter of Intent
Floor Plans/Exhibits
Legal Review
Our Pre-Construction Guidelines Manual provides a critical level of uncommon knowledge to a highly vulnerable first-time franchisee from the moment a lease is signed until the first hammer is lifted. This manual provides the needed expertise by detailing step-by-step instructions on how to understand use applications, fire, safety, building permits and city officials while simultaneously sourcing and selecting an architect, interviewing general contractors and comparing four (4) “apples to apples” cost estimates to identify the financial gaps. Without a franchisor providing this critical education and this do-it-yourself knowledge to a first-time franchisee, a franchisee can easily invest $50,000-$200,000 more on his/her start-up costs and have 6-12 month opening delays, causing severe disgruntlement.
Introduction: Do it Yourself – Transition Point
Step 1 – Building Permit: Basic Guidelines to Submitting and Pulling a Permit
Sample Electronic Plan Review (Plan Check) Application PermitCertificate of Occupancy
Step 2 – Architecture and MEP: How to Avoid the Most Common Architect and Build Design Mistakes
Comprehensive Services of the Architect
Sourcing and Interviewing Local Architects: Choosing the Right Architect
Negotiating the Architect’s Agreement
Sample Architect-Franchisee Agreement
Architect Selection Meeting with Next Steps
Step 3 – General Contractors: Sourcing and Interviewing General Contractors
How to Review a Cost Estimate
General Contractor Cost Estimates
General Contractor Cost Comparisons
General Contractor Cost Estimate Practices
General Contractor Agreement – Request and Review
Sample General Contractor Agreement
Step 4 – Construction Management Initiated: Sample Construction Gantt Chart Step 5 – Closing Out the Job: 7 Steps to a Successful Project Closeout
The Ultimate Checklist to Complete Your Next Construction Project
(Pre-written and Editable Table of Contents, Restaurant Retail, Service/Retail, Kiosk, Mobile, Home-Based)
Our Master Franchisee Operations Manual provides your internal team with a foundational training and operational template to establish and insert all standard operating procedures necessary for a franchisee to operate their business. This manual should become a franchisor’s new training document utilized to conduct each new franchisee’s orientation class. Without this comprehensive training manual, franchisees will each lack a deep day-to-day understanding of how to operate their business, and will have no commitment to reference back as needed. Instead, they will each be calling the corporate office, exhausting expensive resources and creating a reactive “Rome is burning” corporate culture.
INTRODUCTION TO (COMPANY NAME): Background/History:
Company Vision
Mission Statement
Core Values, Corporate Philosophies and Goals
Management Listing and Organizational Charts
Checklist of Franchisee Obligations
GENERAL STANDARDS: Trademark Usage and Corporate Identity
Site Location
Concept Store (Confidential):
Exterior and Interior Layout Standards
Signage and Logo Specifications
Required Equipment Supplied and Furnishing
Build-out and Décor Specifications
Startup Kit (Confidential): Initial Stock Inventory (Confidential):
Printed Management Forms and Stationery
Standard List of Office Supplies
Personnel Uniforms and Kitchen Linen
Products, Raw Goods and Beverages
Setting up of the Initial Stock
General Standards of (INSERT COMPANY NAME)FINANCIAL REPORTING REQUIREMENTS: Continuing Licensing Fees:
Time for Payment
Penalties for Late Payment
Advertising and Technology Fee Reporting Forms Financial Statement Forms:
The Daily Business Review
Hourly Sales Report
Income Statement
Cash Flow Statement
Deposit Verification Log
Profit by Category
Competitor’s Scorecard
Chart of Accounts / Balance Sheet & Income Statement Format
Financial Statement Requirements
ADVERTISING AND MARKETING:
Advertising Policy
Required Pre-Approval of Advertising:
Sales Promotions
National Promotions Calendar
Marketing and Technology Fees
Required Local Advertising
Types of AdvertisingBlog
Franchisee Advertising Obligations
Formats of Approved Advertising
ADMINISTRATIVE AND OPERATING POLICIES: Recommended Pricing
Different Ways of Payment by Customer
Handling and Deposit of Cash:
Cash Register Policies
Handling Credit Cards
Supervisor’s Cash Handling Policies
Delivery Riders Cash Handling Policies
General Organization of the Unit
Operational Audit Action Plan Form
Minimum Hours of Operation
Stocks and Inventory:
Order and Stock Control
Take Away Suppliers
Order System Procedures
Inventory
List of Approved Suppliers
FRANCHISEE OPERATIONS:
Customer Service Standards:
Customer Supplies
Delivery Services
Recommendations for Customer Welcome
Dine-in Service Essentials
Suggestive Selling
Cashiering Area Service Checklist
Handling of Customer Complaints
Cleanliness and Maintenance Standards:
Sales Area Maintenance
Personnel Uniforms
Kitchen Maintenance
Equipment Maintenance
Opening, Operating and Closing Checklist
Pre-Close/Close Dining Area
Personnel Qualifications and Requirements:
Positions and Duties
The Café Manager
The Waiter The Barista
Recruitment and Job Selection Process:
Recruiting Advertisements
Selection Criteria
Interviews; Hiring Procedures
Product or Service Presentation:
Product Display Principles
Product Display Throughout the Day
Presentation of Products
STANDARDS ENFORCEMENT – FIELD INSPECTIONS:
Frequency and Nature of Periodic Field Inspections
Quality Assurance Report
Consequences of Failure to Meet Standards
LEGAL AND SAFETY REQUIREMENTS:
Company Hazards
Risk Assessment
Causes of Accidents
First Aid & Accident Reporting
Fire Prevention
Working Safely with Chemicals: C.O.S.H.H.
Basic Food Hygiene and Storage:
The Safe Handling and Storage of Food
Food Poisoning
Handling of Burglary, Stress, Drug and Alcohol Abuse:
Violence
Stress
Drug and Alcohol Abuse
Recommended Safety and Security Procedures:
For Managers and Supervisors
Emergency Situations
Promoting and Enforcing Safety Standards
Elements of a Health and Safety Program
Our Employee Handbook Manual is not meant to be circulated but to be used as a general guideline document for first-time franchisees to become trained and confident at a high level. They will require an attorney’s approval to utilize a state-specific employee manual while recruiting, interviewing, hiring and onboarding new members of their team. Without a rigorous commitment to train in its importance as a separate yet critical function of their business, a franchisee will fall into a vicious cycle of “I can’t find good employees, and, when I do, I can’t keep them.” Training first-time franchisees on how important and protective Employee Handbooks are in seeing and preventing liability is essential for a franchisor. Each state will have different employee regulations; thus, employee handbooks must be customized, reviewed and approved within that state by your franchisee employment attorney before they can be utilized.
Introduction:
Introductory Statement
At-Will Employment Status
Right to Revise
Equal Employment Opportunity
Unlawful Harassment
Open-Door Policy
Business Ethics and Conduct
Immigration Law Compliance
Non-Disclosure
Access to Personnel Files
Employee Benefits
Paid Time Off (PTO)Personal Days
Health Insurance
Overtime
Social Networking Policy
Dress Code
Safety Policy
Workmen’s Compensation
Drug and Alcohol Use
Meetings - Mandatory and Voluntary
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