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Why operating your franchise is like building an IKEA bookcase

Sarah Stowe

Have you ever tried to assemble a piece of IKEA furniture? Not as easy as it seems. More importantly, have you ever tried to assemble it without reading the instructions? Now, that is a challenge. It’s more than likely by the end you would have a panel or two upside down, have more than few bolts left over and question whether the piece should wobble like that when someone walks past it.

Now, imagine your business as a piece of IKEA furniture. Could you ask your franchisees to perfectly replicate the day-to-day operations without detailed and clear instructions? Of course not.

Every policy and procedure that makes up an operations manual is vital! It is the blue print of how the business functions. Every step must be recorded, otherwise a safety practice will fall through the cracks, a product won’t live up to expectation or a staff member may unwittingly provide sub-par service to customers.

The operations manual is the blueprint

Operations manuals can be time-consuming and often tedious to put together. Thinking about every element of your business operations will most definitely be a task that require a time investment. But without the integrate level of detail, it is entirely probable your franchisee will try to make something work with considerable gaps in knowledge.

How do you make sure that your operations manual is fit for purpose?

  1. Take your business apart and rebuild it. Look at every step that is involved in every part of running the business – from opening the store first thing in the morning to closing at night. What machines need to be operated? What checklists need to be completed?

  2. Don’t assume anything. Even if equipment features a large green button reading ‘ON’, don’t assume that anyone working in the business knows how to turn the equipment on. Explain any operational matter in a way you would to someone who has never laid eyes on it in their lives.

  3. Review and update regularly in line with anything that changes in your business or wider operating environment such as new product ranges, new industrial relations regulations, new equipment purchases or new branding. A three-month review cycle is recommended

  4. Seek feedback and input from franchisees about your manual. Is there anything they would add? Consider the format/delivery method – videos, checklists, etc.

  5. Get fresh eyes. Sometimes being too close to a document can be hard when you have developed it. Use anther knowledgeable person as the content auditor to question and seek clarification on anything that might be missing or lacking in detail.

  6. Ask subject matter experts for advice. Occupational Health and Safety or Industrial Relations laws can change rapidly and not every business owner can be an expert in these matters. It’s important to seek clarification on these key areas and others to ensure all elements are legal and in-line with regulations.

Your business runs well because of all the steps and processes involved in running it. To set your franchisees up for success and to keep your brand on track, the operations manual is one area that can’t be thrown together at the last minute.

Ensuring the manual is detailed, compliant and user-friendly will help your franchisees to manage a fully-functioning, successful business, and not leave them holding an Allen key with eight leftover screws and a wonky bookshelf.