Operating manuals can be a huge asset to every business, and within a franchised business they can be critical. Every franchise needs to document its systems, processes and procedures and the creation of a manual can help achieve this. This is done by creating a single document which becomes the'bible' of the business.

How indepth an operations manual is, really depends on the complexity of the business itself. In general, job format franchises (man and van type businesses) tend to have manuals that are shorter and less complex than say a retail businesses. However, some sections such as customer service, marketing and staffing do tend to make an appearance in most manuals (in one form or another).

The operating manual has a number of purposes. Firstly manuals document the entire process of the business. This detail ensures that the business continues to do the same thing every day, giving customers certainty in the quality of service they receive. Manuals are also there to provide training for staff, a document which they can refer to on a day to day basis. The best manuals are often detailed and informative, and also user friendly. And they should be readily available to all staff members.

You'll want to create a manual that essentially maps out exactly how things get done in your specific business. Start with your company's mission statement, the products and services it offers, and any goals or values about your business that you may wish to communicate to others. After that, you may want to break instructions down into distinct areas, including:

⢠General introduction on the business, its franchise activities and the roles and responsibilities of the franchisees and franchisors

⢠Background information on managing a business

⢠Details of the administrative functions the business requires

⢠Outline of the pre-opening activities

⢠Details of the specific business operating procedures that relate to your business

⢠Customer service section

⢠Marketing section

⢠Financial procedures section

⢠Health and safety section

⢠Staffing and employment section.

⢠Contact section, with phone numbers, e-mail addresses and other ways to reach Head Office, suppliers, and other important contacts

The operations manual, essentially, is a tool kit for replicating your knowledge of your business and what you do on any given day, and by documenting it, you make it readily available to people within the business.

As the business grows, you may wish to have separate manuals for different departments. You might also develop a basic version for employees and a more detailed version (with sensitive information) for managers. Don't rewrite manuals that already exist! Your phone system or till system, for example, probably already comes with a user guide. Reference these guides in the operations manual, including the title and the version number, and simply attach copies to the finished manual.

The thought process behind a standard operating procedures manual is that consistent results will occur as long as everyone follows the steps. This means that nearly all businesses can benefit from an operating manual, whether they are franchises or not. Documents systems and processes makes sense, and a good business wants to retain staff knowledge, even if those staff members move on.