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>>

Product (Instruction) Manuals

We are instruction manual and user manual writers and designers. We write and design product user manuals for household name consumer brands around the World, and write and illustrate technical and maintenance manuals for manufacturing and industrial equipment. Our professional user manual copy writers and product illustrators are both in-house; so our excellent instructions are matched with excellent graphics, line drawings and layouts - without the usual additional cost and delay of using separate manual copywriters and designers. Your customers will find the beautiful step by step instruction manuals we create easy to follow.

Find out about our product (instruction) manuals>>

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 around the World at all stages of development and have the experience to advise you on franchise development, business development, performance improvement, standard operating procedures (SOPs), international expansion, change management and more.

Explore our consulting services>>

Franchise Manuals

With over 20 years’ experience serving franchises in all sectors in the UK and Worldwide, 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.

Find out more about our franchise manuals>>

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>>

Manuals Graphic Design

We have an in-house team that can create copy, graphics, technical drawings, flowcharts, booklets, posters, training workbooks, layouts and more in Adobe to enhance your manuals, training and product manuals in Adobe® Illustrator®, InDesign®, and Photoshop® (and other packages) for professional printing. We include this service when writing manuals, but can also enhance existing manuals.

Contact us for a quotation>>

Online Manuals

We can offer any of the manuals we write in various interactive and collaborative online and digital formats. (Created in parallel with Microsoft Office® formats and hard copies).

Browse this website to see the sorts of manuals we create.