The Operations Manual 

The operations manual will become your Bible as you develop your franchise. It is a written document containing everything you learned in your training -- and then some. When you need an answer to a question, this is the first place you should go. 

Franchisors put a great deal of time and effort into compiling and organizing the operations manual. They know it will be an essential document for you, and for that reason, they try to anticipate your needs as they create the manual. Pay them the same courtesy and consult the operations manual before taking your question to the franchisor. If the operation manual doesn’t answer it, or is unclear, then by all means, contact the franchisor. But it saves you both time and effort to check the manual first. 

The Importance of the Operations Manual 

It’s impossible to overstate the importance of the operations manual. Under no circumstances should you lte it out of your sight. When used properly, this document can: 

·  allow you to maintain consistent standards with other franchise locations

·  give you tips to optimize your business

·  refresh your memory on training items

·  save time and money by answering your questions without your having to consult anyone

·  give you a sense of independence by allowing you to find your own solutions to problems 

You should see the operations manual before signing the franchise agreement. If the operations manual strikes you as insufficient, you may want to seriously rethink your investment in this company. 

Contents 

With all that build-up, you’re probably wondering what, precisely, this magical manual contains and how you can effectively use it. The operations manual should quite literally cover every aspect of your business in a clear, concise, and user-friendly manner. In a general sense, the operations manual should cover: 

·  The roles of various employees in the system

·  The tasks designated to various employees in the system

·  A brief overview of the business itself

·  Performance standards and quality control

·  The process for management, improvement, and operation 

More specifically, some of the topics you will probably find included in your operations manual include: 

·  a brief overview of obligations and rights (as set out in the franchise agreement)

·  a listing of support resources, numbers to call, contacts, etc.

·  important contact information: suppliers, wholesalers, regional managers, etc.

·  employee training requirements

·  staffing processes and requirements

·  office policies and operations

·  inventory and supplies

·  information related to the product in question

·  detailed instructions on any computers or equipment required in the franchise

·  administration

·  bookkeeping and finances

·  inspections and audits

·  marketing/ advertising

·  sales and pricing

·  insurance requirements (often alongside recommended or required policies)

·  risk management

·  corporate structure

·  financing

·  “Secrets” of the business

·  information regarding trademarks, logos, etc.

·  management of other resources: vehicles, office locations, etc.

·  other information relevant to the company: franchise terms, provisions for expansion, territory, or renewal, etc. 

If that list sounds overwhelming, don’t worry: you have to remember that this information won’t come as a surprise. You’re unlikely to ever sit down and read the manual cover to cover. Most, if not all, of the information in the operations manual should have been covered by other sources: the franchise agreement, your initial training, and your correspondence with the franchisor. The operations manual is like a review, a handy place to turn when you need a refresher. You won’t be on your own to absorb all of this material. 

At the same time, however, it’s invaluable to have these comprehensive, conclusive resources to running your franchise. Keep it close: it will become your best friend!