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OPERATIONS & PROCEDURES MANUAL

OPERATIONS & PROCEDURES MANUAL. Dr. Hatem Zaki Executive Board Member Egyptian Franchise Development Association (EFDA). FRANCHISING. Working Relationship. OPERATIONS AND PROCEDURES MANUAL. Embodies Franchisor Experience Protects Business. UNDERSTANDING THE BUSINESS SYSTEM.

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OPERATIONS & PROCEDURES MANUAL

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  1. OPERATIONS& PROCEDURES MANUAL Dr. Hatem Zaki Executive Board Member Egyptian Franchise Development Association (EFDA)

  2. FRANCHISING • Working Relationship OPERATIONS AND PROCEDURES MANUAL • Embodies Franchisor Experience • Protects Business

  3. UNDERSTANDINGTHE BUSINESS SYSTEM • Encapsulates intellectual knowledge of franchise • Reduces risk • Contributes to effective training • Increases business efficiency • Task allocation and co-ordination • Facilitates repetition OPERATIONS AND PROCEDURES MANUAL:

  4. UNDERSTANDINGTHE BUSINESS SYSTEM • Setting up a new franchise (pre-opening) • Day-to-day operational procedures • Marketing & Sales techniques OPERATIONS AND PROCEDURES MANUAL will normally address 3 broad areas:

  5. PLANNING THE OPS MANUAL • Decidewhich processes or tasks by franchisees or franchisor; and • Efficiencies of process locally or centrally Manuals for Separate Functions or Staff e.g. • Operations Manual • Corporate Identity Manual • Training Manual • Specialty Manual

  6. RELATIONSHIP BETWEENFRANCHISE AGREEMENT AND OPS MANUAL OPS MANUAL HOW TO PERFORM AND COMPLY WITH OBLIGATIONS AGREEMENT RIGHTS AND OBLIGATIONS OF FRANCHISEE CHANGES TO OPS MANUAL PERMITTED BYAGREEMENT

  7. ROLE OF OPS MANUAL A Living Document to Assist Franchisee to Manage Franchise • Information • Procedures and system guidelines • Defines standards • Complementary and enforceable part of the agreement • Defines communication and information flow with network • Control mechanisms • Tangible record of intellectual property • Training tool • Management tool

  8. ASPECTS ADDRESSEDIN OPS MANUAL Some basic subjects covered include: • Background • Setting up a new franchise • Day-to-day operational procedures • Product knowledge and technical issues • Stock ordering, receipt, stocktaking Marketing • Sales techniques • Financial administration and control • Staff management and training • Legal obligations • Stationery

  9. OPS MANUAL SUMMARY • Background Information • Procedural Guidelines • Standards Requirements

  10. MANAGING THE OPS MANUAL • On loan for duration of agreement • Each manual to be numbered • For exclusive use – can’t reproduce • Franchisee must sign confidentiality undertaking

  11. THANK YOU SEE YOU AT MIFE 2014 Middle East and North Africa International Franchising and Licensing Exhibition May 22nd- 25th, 2014 Cairo, Egypt www.efda.org.eg

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