Franchisee Ops Manuals

• To instruct franchisees how to operate in the best way so they may replicate your business exactly and have the potential to perform well – by detailing every single procedure, function and administrative process, from the smallest to the largest, step by step; AND:

• To set out the uniform standards you expect all franchisees to uphold, so every franchised outlet operates to the same high standard (thus maintaining brand image and security).

• To maintain amicable, productive and mutually rewarding relationships and communication with all franchisees in all respects.

• To protect your brand, brand image, brand security and commercial secrets.

• To regulate franchisees’ use of marketing, communication, the internet and social media.

• To reasonably limit the extent of your responsibility and governance and to protect you from the actions and omissions (or misplaced expectations) of franchisees.

• To establish that franchisees follow the correct statutory policies (employment law, HR, financial practices, health and safety, hygiene, GDPR, statutory testing, etc.) but without you being responsible for same (i.e. usually by setting minimum standards or simply by pointing the franchisee to a third-party supplier).

• To protect all other franchisees in your network from the actions of another franchisee.

• To structure how and from whom supply is taken by franchisees (e.g. products and services, support services, consumables, marketing materials etc.) – including those products and services supplied centrally by you – and so protect national supply deals and collective bargaining.

• To clearly set out who pays for what and the extent of support included within initial and ongoing fees (and what would incur additional fees).

• To clearly set out how and when maintenance, renewal, refurbishments and improvements take place.

• To set out how franchisees must review and measure their own operation and what they must communicate/report to you.

• To set out how you will measure and regulate the operation, performance and standards of all franchisees.

• To set out policies and procedures to deal with emergencies, accidents and injuries, customer complaints, legal challenges, bad publicity etc.

• To point franchisees to the right resources, documents, training, persons or third parties when they need further assistance.

• To make the best use of (and regulate) collective experience, knowledge and potential for improvement in your franchise network and to manage communication between franchisees.

• To manage change with the least disruption to the continuing operation of the franchise and good image of the brand. (E.g. by including policies governing the sale of a franchised outlet; outlet closure; termination, death or departure of a franchisee; handover; changes in the ownership of the franchise itself; changes and updates to manuals; etc.).

• To set out how you (the franchise head office) will measure or survey the satisfaction of franchisees (i.e. this pre-empts franchisees from doing it) and how disputes with franchisees will be handled. (And often also to spell out how you comply with the BFA Code of Ethics).

• To link operational standards, policies and procedures to the requirements of your franchise agreement (and in some cases to spell out important clauses in simple English).

(And more!)

Operations Manuals

Because our manuals explain every task in your operation step by step and are written bespoke - we can use the ‘language’ of your brand to create manuals that are easy to follow and that your Team actually use. And we manage the whole process and write everything for you.

Learn about our manual-writing services>>

New Procedures for Brexit

To remain successful, your business must adapt for Brexit (even if you don’t trade in Europe). Let us develop the new procedures and manuals you need to stay ahead, leaving your team free to concentrate on your success post-Brexit.

See how we can help you plan and adapt for Brexit>>

Review of Existing Manuals

Existing manuals become less useful (even dangerous) without regular review – as they won’t detail changes to procedures and may contain/omit policies contrary to law. We review manuals, manage changes, write updates and help introduce new versions to your Team or franchisees.

Learn about or manual reviews and updating>>

Consultancy

We have served clients in all sectors in the UK and abroad at all stages of development and have the experience to advise you on performance and improvement, Standard Operating Procedures (SOPs), franchising, growth, organisational structures, change management and more.

Explore our consulting services>>

Franchise Manuals

With over 20 years’ experience serving franchises in all sectors in the UK and abroad, our franchise manuals reinforce relationships with franchisees, protect your brand and provide clear step-by-step guides for franchisee (and head office) operations to a high standard.

Go back to franchise manuals home page>>

Training

Good training is imperative to support your manuals. We create engaging programmes that your Team will enjoy and your business (or franchise) will profit from – and can deliver them too.

Discover our training services>>

User (Customer) Manuals

Because we have many years’ experience developing operations manuals and writing up clear step by step procedures - we can also create detailed user manuals and instruction books for you that your customers will find easy to follow.

Find out about our user manuals>>

Online Guides & Templates

For a quality manual that’s ready on time, it’s usually better (and often more cost effective) to use professional manual-writers instead of trying to write manuals yourself. But if you are set on giving it a go - have a look at our expanding selection of online guides and templates.

Online guides and templates (NEW)>>