Operations Manual - Table of Contents

The content of a custom Franchise Operations Manual is usually more complicated than most people realize. The outline below is only a SAMPLE outline that we use as a starting point to create your custom outline. In the case of a manual rewrite, we would use your existing outline as a starting point and then draw from this outline for missing headings or content.

You may click on the heading “Establishment of Business Form” below to see a sample excerpt.

  1. 1. INTRODUCTION TO THE MANUAL

    • Manual Organization
    • Ownership of the Manual
    • Purpose of this Manual
    • Importance of Confidentiality Keeping the Manual Current
    • Submitting Suggestions
    • Disclaimer
  2. 2. INTRODUCTION TO YOUR FRANCHISE SYSTEM

    • Welcome Letter
    • History of the Company
    • Who to Call
    • Overview of Services Provided to Franchisees
      • Site Selection
      • Lease Approval
      • Initial Training
      • Other Initial Support
      • Grand Opening Support
      • Ongoing Training and Support
      • Suggested Retail Prices
      • Approved Suppliers
      • Marketing
      • Internet
    • Overview of Your Responsibilities
    • Visits From Us
    • Fees
  3. 3. PRE-OPENING PROCEDURES

    • Introduction
    • Establishment Of Business Form
      • Business Structure
      • Overview of Entity Choices
      • Liability Protection
      • Income Taxation
      • Administration
      • Other Factors in Entity Choice
      • Bottom Line
      • Where to Form Your Entity
      • Naming Your Entity
      • Assumed Name Certificate
    • Site Selection Process
      • Site Selection Criteriaa
      • Market Analysis
      • Seeking Approval of Proposed Sites
      • Lease Considerations
      • Seeking Approval of Lease
    • Licenses, Permits and Taxes
      • Introduction
      • Business Licenses and Permits
      • Optional Certifications
      • Tax Registrations and Payments
      • State Information Web Sites
      • Additional Resources
    • Training
      • Scheduling Initial Training
      • Initial Training Program
      • Food Safety Training
    • Setting Up Your Facility
      • Building Out the Facility
      • Construction Specifications
      • Required Fixtures, Furnishings, Equipment and Services
      • POS and Computer Systems
      • Sign Requirements
      • List of Approved Suppliers
    • Initial Inventory and Supplies
      • Required Items
      • List of Approved Suppliers
    • Utilities / Services
    • Uniforms
    • Bank Accounts
      • Main Business Account
      • Operating Account
    • Insurance Coverage
      • General Insurance Requirements
      • Minimum Coverage Amounts
      • Insurance Company Requirements
    • Grand Opening
      • Notification
      • Two Weeks Out – Direct Mail
      • Soft Opening – Publicity
      • Week One
      • Week Two
      • Week Three
      • VIP Invites
      • The First Company Meeting
    • Pre-Opening Checklist
  4. 4. PERSONNEL

    • Introduction
    • Employment Law Basics
      • Employee Rights / Employer Responsibilities
      • Federal Regulations on Employment Relationships
      • State Employment Laws
    • OSHA
      • Federal Standards
      • State OSHA Programs
    • Preparing to Hire Your First Employee
    • Job Responsibilities and Ideal Employee Profiles
      • Responsibilities
      • Profile of Ideal Employees
      • Job Descriptions
    • Recruiting Employees
      • Sources of Employee Candidates
      • Job Advertisements
      • Requirements to Advertise Open Positions
    • Job Applications
      • Application Form
      • Confidentiality of Applications
    • Interviewing Job Applicants
      • Preparing For Interviews
      • Conducting Successful Interviews
      • Questions to Avoid
    • Background Checks on Job Applicants
      • General Tips on Background Checks
      • Special Rules for Certain Records
    • Pre-Employment Testing
    • Miscellaneous Hiring Issues
    • New Employee Paperwork
    • Additional Steps in Hiring Process
    • New Employee Orientation
    • New Employee Training
    • Personnel Policies
      • Introduction
      • Communicating Work Rules
    • Paying Your Employees
      • Wages
      • Minimum Wage
      • Benefits
    • Employee Scheduling
    • Employee Management Forms
    • Employee Morale / Motivation
      • Introduction
      • Factors of Good Morale
      • Signs of Bad Morale
      • Improving Morale and Motivation
    • Performance Evaluations
    • Employee Discipline
    • Resignation / Termination
      • Resignation
      • Termination
      • Post-Separation Procedures
      • Final Paychecks
      • Explaining Termination to Other Employees
      • Giving References
    • Summary of Good Employee Management Practices
    • Getting Legal Help with Employment Law Issues
  5. 5. DAILY OPERATING PROCEDURES

    • Introduction
    • Required Days / Hours of Operation
    • Customer Service Procedures
      • Customer Service Philosophy
      • Customer Feedback
      • Customer Complaints
      • Our Customer Complaint Policy
      • Refund Requests
    • Miscellaneous Customer Services
      • Dry-Cleaning
      • Lost and Found
    • Service Procedures
      • Greeting Customers
      • Answering the Telephone
      • Atmosphere
      • Understanding the Product Offerings
      • Working / Interacting with Customers
      • Job Descriptions
      • Suggestive Selling Techniques
      • Passive Selling Versus Active Selling
    • Merchandising Procedures
      • Visual Merchandising Standards
      • Merchandising Products
      • Using Signage
    • Meal Preparation Procedures (This section would apply only to food service businesses)
      • Prepping Procedures
      • Setting Up Preparation Stations
      • Recipes for All Items
      • Preparation Procedures for All Items
      • Maintaining Inventory
      • Dishwashing / Sanitation Procedures
    • Opening / Closing Checklists
      • Opening Checklist
      • Closing Checklist
    • Transacting Sales
      • Entering Orders Using the POS System
      • Cash Handling Procedures
      • Accepting Personal Checks
      • Accepting Credit Cards
      • Suggested Prices
    • Gift Certificates
      • Issuing Gift Certificates
      • Redeeming Gift Certificates
    • Inventory Management
      • Product Ordering Procedures
      • Ordering from Approved Suppliers
      • Changing Approved Suppliers
      • Product Receiving Procedures
      • Storing Procedures
      • Labeling and Rotating Inventory
      • Spoilage
    • Operational and Financial Reporting
      • Features of the POS System
      • Generating Reports
      • Analyzing Reports
      • Sample Reports
    • Franchise Fees and Reporting Requirements
      • Royalty Payment
      • Marketing Fee
      • Required Reports
      • Financial Statements
    • Loss Prevention Techniques
      • Cash
      • Inventory
    • Required Cleaning and Maintenance
      • Daily Cleaning and Maintenance
      • Weekly Cleaning and Maintenance
      • Monthly Cleaning and Maintenance
    • Safety Procedures
      • Preventing Accidents and Injuries
      • Crisis Management Policy
      • Reporting Accidents
      • Worker’s Compensation Issues
      • Fire Safety
      • Robbery / Burglary
      • Unruly Customers
      • Using the Alarm System
  6. 6. SALES PROCEDURES

    • Introduction
    • The Sales Process
      • Identifying the Customer’s Needs
      • Building Rapport with the Customer
      • Handling Objections
    • Understanding Your Competition
    • Competitive Advantages
  7. 7. MARKETING

    • Promoting our Business in Your Area
      • Your General Obligations
      • Guidelines for Using Marks
      • Marketing Standards
    • Logo Specifications
    • Required Marketing Expenditures
      • System Marketing
      • Local Marketing Requirements
      • Regional Cooperative Advertising
      • Grand Opening Marketing
    • Local Marketing
      • Introduction
      • Direct Mail
      • Radio
      • Television
      • Billboards
      • Magazines
      • Newspapers
      • Yellow Pages
      • Internet
      • Networking
      • Word of Mouth / Customer Referrals
    • Public Relations / Community Involvement
      • Press Releases
      • Better Business Bureau
      • Local Chamber of Commerce
      • Team Sponsorships
      • Community Service / Charitable Activities
    • Obtaining Marketing Approval
  8. 8. ADDITIONAL RESOURCES

    • Web Sites For Small Businesses
    • Web Sites For Organizations
    • Web Sites For Employment Laws
    • Web Site For Tax Information
  9. 9. MANAGEMENT DOCUMENTS

    • Daily Cash Sheet
    • Absence Policy
    • Applicant Information Release
    • Sample Applicant Rejection Letter
    • Sample Applicant Acknowledgment Letter
    • COBRA
    • Sample Collection Letter
    • Time Spent During Work Hours
    • Customer Satisfaction Survey
    • Discipline Documentation Form
    • Drug Test Consent Form
    • Electronic Funds Transfer Authorization
    • Emergency Instructions
    • Job Application
    • General Work Rules
    • Holiday / Vacation Policy
    • Restroom Inspection Worksheet
    • Sexual Harassment Policy
    • Smoking Policy
    • Termination Meeting Checklist
    • Employee Time Records
    • Checklist For Handling Workers’ Compensation Claims
    • Workplace Safety Rules
    • Employee Data Form