Franchise Brand Standards Manuals
Franchise system manuals, along with training, are the foundation that allows your franchisees to consistently deliver on your Brand Promise. Think of them as the DNA of your franchise system.
Documenting your franchise system standards
You are legally required to provide operations manuals to your franchisees, but documenting your business serves multiple valuable purposes.
- The process of developing your operations manuals library requires your team to come to agreement on how you want franchisees to operate, the brand standards that are important to you, and the organizational culture you want to convey to your franchisees.
- Having a well-designed set of operations and other manuals assures you that there is one central source of standards, requirements, and processes to guide your franchisees.
Manuals need to be written for your targeted audience, including franchisees, multi-unit operators, master franchisees, headquarters staff, field staff, and also for your company-owned operations. Your manuals library serves as the core documentation for your Initial Franchisee Training Program and other training.
Franchise system manuals are also an extension of your franchise agreement and disclosure document. While franchise agreements are static documents, your manuals convey the evolution of your franchise system to meet the competitive needs of the market. Your manuals library should change regularly over time to keep pace with changes in your franchise system.
Develop and write your manuals carefully. In company-owned locations you have control over your staff; but in a franchise, you set standards and it’s up to the franchisee to manage their business to meet your standards, including managing their human resources. It’s important that your manuals do not trigger risk related to vicarious liability and joint employment. As part of our service to new franchisors, and whenever we are engaged to refresh manuals for existing franchisors, we develop your manuals in the context of your disclosure document and franchise agreement to ensure that they contain all of the issues discussed in your agreements, and also to be certain, that from our perspective, the manuals do not create unnecessary legal risk for you.
Structuring a Franchise System Manuals Library
Though a franchise agreement refers to an Operations Manual or Brand Standards Manual in the singular, practically speaking, franchisees need a complete library of manuals to use as references and training tools.
Most new franchisors start out with two manuals: the first is the Start-Up or Pre-Opening Manual, and the second is the Brand Standards Manual. Depending on the nature of the business, there may be several additional manuals you may require; for example, in the restaurant industry the initial set of manuals will also include materials such as recipes, meal preparation, and food safety guidelines.
Your manuals will also be essential training tools. Franchisees will use the set of operations manuals as part of the material they use to train their own personnel teams, so it’s essential the manuals are properly constructed. Each industry is different, and the manuals will reflect this.
MSA Worldwide helps you determine the manuals that are appropriate for your franchise system at your level of development and budget. The manuals we write address the proper topics, at the right level of detail, and most importantly are user-friendly by virtue of crisp, clear language and a layout that aids learning and retention.
For franchisees, multi-unit developers and master franchisees, a basic set of manuals for a franchise system may include:
- Brand Standards Manual
- Start-Up or Pre-Opening Manual
- Unit Manager Manual
- Employee Position Manual prepared for franchisee adaptation
- Brand Guide
- Local Marketing Manual
- Multi-Unit Management Manual
- Master Franchisee Manual
For Franchisor Personnel:
- Franchise Sales and Compliance Manual
- Field Consultant Manual
Get started on your franchise operations manuals with our help.
For more information, contact Marla Rosner, Senior Learning & Development Consultant, at (415) 225-8607 or mrosner@msaworldwide.com.
Do you have questions about franchise operations manuals and training?
MSA Worldwide provides expert guidance on giving franchisees what they need to consistently deliver your brand promise to your customers. Contact us for a complimentary consultation.