2019 Conference Program - Workshop 4

 OPERATIONS MANUALS: THE FOUNDATION TO CONSISTENT EXECUTION

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Documentation of your business' processes and procedures is the foundation to consistent execution of your franchise concept. Your Operations Manual becomes the core reference document for how to replicate your business methods for all franchisees and so must be thorough, clear and user-friendly. In addition, it must clearly specify what customer products and services, policies, marketing approaches, etc. are required for compliance with your franchise agreement. Learn key content that should be included as well as how to create a user-friendly Operations Manual in this Workshop.

All course materials are presented in English only. All attendees receive admission to the exhibits on all three days.

Date

Thursday, January 24, 2019
1:00 PM - 3:30 PM

Room: 114

Rates

Advance: $130 includes exhibit hall admission and seminars
On-Site: $180 includes exhibit hall admission and seminars

CFE Accreditation

Individuals enrolled in the Certified Franchise Executives program will earn 100 education credits towards completion or recertification of the Certified Franchise Executive (CFE) designation by attending Operations Manuals. For more information about the Certified Franchise Executives program, please contact Rose DuPont (202-662-0771 -- rdupont@franchise.org) or visit www.franchise.org/cfe.aspx.

Who Should Attend

Business owners who are strongly considering franchising and don't have processes and procedures fully documented, new franchisors who want to confirm that they have taken the right approach, managers with training accountability in an established chain poised to franchise, existing franchisors needing to update their Operations Manual.

This Workshop Will Look At

  • How to capture key business processes and procedures for the Operations Manual
  • What types of manuals are customary to provide to franchisees
  • What topics are usually covered in an Operations Manual
  • How a Start Up Manual differs from an Operations Manual
  • How to language materials for your reader and ensure that compliance requirements are clear and straightforward
  • How to craft manual content to avoid vicarious liability lawsuits
  • How formatting impacts ease of use and updating manuals

Presented by: Marla Rosner, Senior Learning and Development Consultant, MSA Worldwide

Marla Rosner Senior Learning and Development Consultant - MSA Worldwide

Marla Rosner is the Senior Learning and Development Consultant for MSA Worldwide, a domestic and international franchise advisory firm. She has excelled as a training professional for over twenty years.

During her 16-year tenure with Supercuts, an international hair care franchisor, Marla helped build the system from 75 locations to over 1,100 salons. As Vice President of Training and Development, Marla led a team of professional trainers, instructional designers, and vendors to produce management and technical curriculum aimed at increased sales, productivity, employee retention and business profitability.

At Supercuts and as a consultant, Marla has a proven track record in guiding and executing training initiatives to produce bottom-line business results. Marla consults franchisors at various stages of development. For new franchisors Marla creates operations manuals and new franchisee training programs. For established franchisors, Marla assesses the effectiveness of current training, identifies training gaps, and designs programs to train franchisees, unit managers, store employees as well as headquarters staff. Marla has created and is an instructor of CFE-accredited classes for the International Franchise Association Education Foundation.


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