Author Operations Manual

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