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These standard operating processes are intricately interwoven into the brand itself and are called into question when going to duplicate a business model through franchise development. As a business scales through franchise expansion, this franchise operations manual will prove crucial in maintaining the integrity of the model and being able to duplicate success in new locations. When you franchise your business, have particular importance for such procedures to be accurately communicated so as to ensure quality control and proper brand representation within the hands of franchisees. The operations manual for a franchise can be a 300 to 400-page document that accurately depicts every facet of a business’s operations. It acts as a fully comprehensive document for the setup, day-to-day, and troubleshooting of any business. 

The first step of putting together any franchise operations manual is outlining the various sections that will be covered within the document.

  • How do you create a customer experience that is memorable and brings people back to the business?
  • How does an employee greet a customer on the phone? What are the closing procedures to convert customer interest?

These are the types of questions the operations manual needs to answer and document clearly. Using analysis techniques and a general understanding of a business type, this basic outline will serve as a template from which to write the manual. Depending on the type of business, the outline may include any of the following topics: POS management, inventory management, establishing the business, hiring staff, and structuring of the services. Ultimately, this outline serves as an agenda for a field visit.

Following the outline, a more detailed in-person analysis of the business needs to be completed. Typically this process can be done within a two day field visit, but more time may be needed. Gaining a comprehensive understanding of the business takes a significant amount of focused on-the-job presence and a consultant’s perspective.

Using an outside source to write the manual proves to uncover the natural abilities of a business owner and the habitual management practices that may otherwise go unnoticed by those immersed in the business itself. Consultants can provide guidance on the scope, format, and style of the document that is most appropriate for the industry, concept, and model of the business.

The sections of the franchise operations manual will typically cover similar things, but will vary depending on the type of business. Within the context of a franchise, an operations manual will specifically address the roles and responsibilities of the franchisor and franchisee.

The documentation needs to also cover elements such as how to establish the franchise, hiring personnel, tax filing, special permits, what accounts to open, signage, recommended furnishings, required software and more are discussed as well. Day-to-day processes and procedures of the business is another key section of the document; business process mapping is a fantastic way to effectively communicate the workflow to employees within this section.

Examples of what this section discusses includes scheduling appointments, opening/closing procedures, or job safety. Topics such as customer service techniques, approved vendors, and PTO policies are also reviewed here. The franchising operations manual will need to cover the specific roles and hierarchy of the company and the job descriptions of each role in detail. Finally, the document will discuss the boundaries and guidelines for marketing and sales.

Once completed, this encyclopedia of sorts will need to be revised, edited, and proofed thoroughly. The document can be produced both in print and online, adding to the convenience of access for franchisees and employees, but accessible it must be! The franchise operations manual will also include photographic representations of the business which may include visuals to depict the processes, decor, uniforms, and setup of the establishment.

The standard franchise operating manual is a key document that adds efficiency and accountability to any business. The process of writing the document even has its perks, allowing for a business owner and its employees to refine and ponder the current state of how things are done and ultimately streamlines the business for the better.

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For more information on how to write a Franchise Operations Manual, contact us.

KIMBERLY MOODY

FRANCHISE CONSULTANT

Gloucester, Virginia – Kimberly Moody has secured an impressive track record in implementing financial goals for a business base of more than $300 million in assets covering customer service, financial planning, estate planning, banking services, and all aspects of investment management. Additionally, she worked as an Adjunct Instructor for Christopher Newport University, where she taught investment courses to individuals interested in learning more about financial planning. Ms. Moody also has experience as the Co-Host for WVEC Channel 13’s show “Investing 101” and Co-Host of WTKR’s radio station’s financial planning show. She has also held more than 100 public seminars on financial planning topics and was the speaker for National Space Society Conferences for NASA. Ms. Moody intends to use her proven business expertise, natural leadership ability, and personal determination to sell and grow franchise development.

PAUL REISNER

FRANCHISE CONSULTANT - MARKETING & SALES

New York, NY – Paul has 25+ years experienced in business development management and direct sales with Blue-Chip companies – CA, ADP, Pitney Bowes and National accounts such as Deutsche Bank, PepsiCo, Verizon. Received many awards and acknowledgement for sales achievement and success where personally responsible for generating in excess of $100m in revenue. Paul has been married for 34 years with six children. Paul graduated from Northern Michigan University in Marketing and from Marquette with a Bachelor’s Degree in Education.

MICHELLE WHITE

FRANCHISE CONSULTANT

Boca Raton, FL – Michelle White has worked in the franchise industry since 2012 in franchise sales, franchise development and as a franchise consultant. Previous to working with Franchise Marketing Systems, Ms. White worked in real estate development throughout South Florida and Illinois. Ms. White has a wide range of business skill sets including business management, business development, sales, marketing and financial management. Ms. White supports Franchise Marketing Systems clients through document development and franchise consulting work.
TRISHA CONNER

FRANCHISE CONSULTANT

Midwest – Ms. Trisha Conner is the documentation specialist for Franchise Marketing Systems, working with client’s legal counsel to initiate the Franchise Disclosure Documentation for a wide variety of business models each year. Since 2011, she has also held key responsibilities for the management, accuracy and timely distribution of client leads via the company CRM. Additionally, Ms. Conner contributes strategic planning as the company experiences growth. Previous work-related experiences include a decade of successful fundraising including financial accountability; extensive international travel including multiple international relocations in support of her husband’s agricultural commodities sales business; client services for Varig airlines in NYC. In addition to raising her family, Trisha has many years’ experience as a primary caregiver for elderly family members and is extensively familiar with in-home care businesses. An avid sports enthusiast, Trisha combines her continued fund-raising focus with cycling events. She played tennis competitively for more than 20 years and has recently added kayaking to her activities. Ms. Conner attended Colorado University, the Alliance Francaise and the Sorbonne in Paris and Northern IL University, graduating with a BA in French.
Kaitlin Eileen

GRAPHIC DESIGNER & AD STRATEGIST

Kaitlin is a graphic designer and a Facebook™️ ad Strategist. A born creator, her passion for creativity grew as she explored the design and artistic side of marketing. She has a special focus on presentation and visual design and is insanely curious about learning new skills to continuously improve her portfolio.

Tackling everything from Brochure design to Landing Pages and everything in between, she is always excited to grow her clients’ brands into something beautiful. When she isn’t working, her creative roots are always showing. Her love for Marketing and design go beyond the desk, her creative juices flow in the kitchen and in the garden. She also loves nature and all animals big and small but what she really loves is making her clients happy.

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Noah Cunningham

VIRTUAL DESIGNER

Augusta, GA – Noah is a designer for FMS. He has been designing for 4 years and has a wide range of skills when it comes to designing. Noah has a passion for communicating visually and creating visually successful brands. He loves creating for a wide range of clients and strives to fulfill their needs in design.

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