MSA Worldwide: Operations Manuals - Their Purpose
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What is the purpose of Franchise Operations Manuals? This presentation covers the essentials that all franchisors should know.
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MSA Worldwide: Operations Manuals - Their Purpose
- 2. A Critical Element in Successful Franchising Operations Manuals and training programs are the DNA of your franchise business. Writing and updating these materials is essential to a successful franchise program. 2
- 3. It’s Hard Work and it’s the Foundation of your System Manual creation and updating forges consensus at the Franchisor level – critical for consistency at the unit level. Michael H. Seid & Associates, LLC 3
- 4. One Source for All Audiences Who reads the manuals? ◦ Franchisees, their general managers and other designated employees ◦ Corporate personnel ◦ Field staff Documentation generates a shared vision for all 4
- 5. Manuals are Tied to the Franchise Agreement Legal Docs Manuals Franchise Agreements often refer to the system manuals. Make sure to echo key requirements in your manuals. Don’t use legalese in manuals – make them user friendly. 5
- 6. Manuals are Tied to the Franchise Agreement What’s documented in your manuals is what the franchisee must comply with. It’s hard to enforce compliance if you don’t have processes documented… or haven’t updated your manuals. Legal Docs Manuals 6
- 7. Does Your Company Need Assistance in Developing Manuals and Training? Next Topic: What's Included in a Franchise Manual Library? Contact: Marla Rosner Senior Training Consultant mrosner@msaworldwide.com 415-499-3533 Michael H. Seid & Associates, LLC 7
Notas do Editor
- They take time and care to write and maintain, AND they are a critical element in successful franchising so they should not be given short shrift. Along with training programs, manuals are the DNA of a franchise system; they are how you convey processes and procedures that you want replicated.
- Corporate PersonnelField Staff FranchiseesFranchisee’s StaffTheir creation and updating forges consensus at the Franchisor levelCore documentation for training programsOne central, shared reference for various training audiences
- Franchise Manuals can be thought of as an extension of your legal agreement with franchisees. Many Franchise Agreements specifically refer the franchisee to find operational details in the Operations Manual, so it’s important to be aware of those cross-references and make certain that the right items are well articulated in your manual. Also, your manuals should be very crisp about operating requirements and standards since contractually, franchisees must comply with these. If you don’t state the requirements and standards clearly in manuals, it’s difficult to hold franchisees accountable for complying with them. This also points to the importance of keeping your manuals updated; as your system develops new requirements and standards as well as procedures, it’s essential to convey these to all of your audiences, in a methodical manner that can be tracked and that’s by updating your manual regularly and communiciating those updates. One cautionary note: Don’t take the connection between manuals and your legal documents as a green light to use formal, complex, legal language in your manuals. On the contrary, simple, plain language is important for ease of understanding. More on languaging your manuals in a later slide show.
- This slide series is purposely short so you can consume the content in quick sessions. The next set of slides addresses what manuals are typically included in a franchise manual library. If you need assistance creating or updating your system manuals, give us call for a proposal.