Operations Manual Table of Contents – Manual Content

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.

• Manual Organization
• Ownership of the Manual
• Purpose of this Manual
• Importance of Confidentiality Keeping the Manual Current
• Submitting Suggestions
• Disclaimer

1. • 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

1. • 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

• • 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

• • 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

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

• • 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

• • Web Sites For Small Businesses
  • Web Sites For Organizations
  • Web Sites For Employment Laws
  • Web Site For Tax Information

• • 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