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October 23, 2009, Newsletter Issue #100: Author Operations Manual
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Tip of the Week
The franchisor must have effective systems and a sound structure in place to support the operations of its franchisees. One of the essential elements of a support package is the Operations Manual.
The operations manual documents all the major functions involved in opening and operating a franchise. It aids in maintaining product and service standards as well as overall uniformity. It should be a resource so complete it minimizes calls to the home office, forms the basis of a systematic approach to training.
It may include the following:
Introduction and history of the company Company policies Business practices Standards, procedures and documentation for hiring of staff Personnel administration Job descriptions Ordering supplies and outside services Preparation techniques Operating equipment Cleaning, repairing and maintaining equipment Maintaining premises Pre-opening procedures Opening and closing tasks Customer service Operation forms, record keeping forms and procedures Bookkeeping and management control systems Advertising and promotion Safety and security Reports to franchisor Use of trademarks Licensed software
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