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Franchisor FAQs

If you have a question about your Operations Manual, please contact Penny Hopkinson on +44 (0)1926 641 402 or send an email to us at ManualW@aol.com. We will aim to answer your questions within 24 hours.

Why do I need an Operations Manual?

You need an Operations Manual to:

  • Copyright your ideas, know-how and trade secrets – ie. by documenting your business system you can protect your Intellectual Property (IP).
  • Fulfil your contractual obligations – ie. it is an obligation under the Franchise Agreement to provide a copy of the manual, on loan, for the duration of the contract.
  • Re-inforce the terms of the Agreement.
  • Set – and enable you to maintain – quality standards.
  • Impose conformity across the developing Network
  • Impose uniformity across the developing Network.
  • Provide a means for monitoring and control.
  • Set benchmarks for continuous improvement.
  • Provide the vehicle for updating and introducing new systems.

How will an Operations Manual benefit my Franchise?

A well-documented Operations Manual will help you to achieve:

  • Greater efficiency.
  • New levels of customer satisfaction.
  • Greater customer loyalty.
  • Stronger links between you, your franchisees and your customers.
  • Improved understanding of the partnership and franchising.
  • Well targeted help and advice from your Franchise Support Office
  • A reduction in the number of unnecessary enquiries.

How should I structure the Operations Manual?

For a comprehensive Operations Manual, you should consider developing your manual to cover:

  • New Business Set Up & Support
  • Day to Day Operating & Managing Requirements
  • Business Development

How can I maximise the value of the Operations Manual?

The Operations Manual should be developed to fulfil four main functions – ie:

  • As a comprehensive reference resource.
  • As a training tool – ie.

- For the Franchisor at Induction Training; or

- When operating at arm’s length.

- For the Franchisee when training staff.

  • As a marketing tool.
  • As a Business Development tool.

It should:

  • Underpin the Franchise Agreement.
  • Define your core values.
  • Describe, precisely, your definition of ‘quality’.
  • Identify the franchisee’s responsibilities.
  • Ensure franchisees and staff understand their role in attaining quality.
  • Set new standards in customer service.
  • Set benchmarks for improvement.
  • Document the main operating requirements.
  • Document the main management requirements.
  • Dovetail with existing documentation – eg. via cross-references.
  • Provide accurate Franchise Support Office reference points for help and advice.

What title should I give the Operational Manual?

The definition Franchise Manual is a generic term used to encompass all the written information that will be used to set-up, operate and develop a franchise – including third party user manuals.

However, the title you use should mirror that used in your Franchise Agreement – usually Operations Manual, Operating Manual, Operational Manual – or, simply, The Manual.

How can I make the Operations Manual user-friendly?

Important features to consider include:

  • Using an appropriate publishing method for the type of user – ie. hard copy or electronic format.
  • Setting a common style to run parallel with the corporate image and applying it throughout.
  • Developing an easy to follow, logical structure.
  • Applying a good and consistent method of indexation.
  • Compiling a comprehensive Table of Contents.
  • Providing a good system of consecutive cross-referencing.
  • An appropriate viewpoint for communicating procedures and an unambiguous way in which you must reinforce the terms of the Franchise Agreement.
  • Creating a simple, easy to read visual presentation for the pages, which makes use of graphic white space, with a plain, sans serif typeface.
  • Adopting an easy-to-update format.

Why should I consider using an external resource such as Manual Writers International?

Many of our clients – large, medium and small, new and established – have attempted to write their Operations Manual in house. They either used us as an external resource because they needed professional guidance and/or authoring, editing and publishing skills; or they attended one of our Workshops.

  • Some found it impossible to fit writing the manual into their busy schedule.
  • Other priorities were always more pressing – or preferable.
  • Information provided by colleagues often turned out to be operating not operational – ie. they listed the tasks to be undertaken but failed to describe how these tasks must be carried out.
  • The in-house writer failed to approach the subject objectively and, because of familiarity, could not describe the procedures precisely. To prove a point, how many of us complain about manufacturers’ instructions for home use !
  • Their manual was drafted in a number of different styles and from different viewpoints, which would have made it difficult for their franchisees to follow.
  • They did not know how to underpin the terms and conditions of the Franchise Agreement.
  • They kept rewriting, but never finished, the draft because their Business System was continuously evolving and improving during the first year of Pilot operation.
  • They could not move on from a list of headings – or from a blank piece of paper.