Conference Program—Symposium 3

OPERATIONS MANUALS:  THE FOUNDATION TO CONSISTENT EXECUTION 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 3-hour symposium.

Date

Friday, November 7, 2:00pm – 5:00pm

CFE Accreditation

Individuals enrolled in the Certified Franchise Executives program will earn 100 elective 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 call or email Rose DuPont (202-662-0771 -- rdupont@franchise.org) or visit www.franchise.org/certification.aspx.

Rates

Advance: $250 includes exhibit hall admission and seminars On-Site: $280 includes exhibit hall admission and seminars Symposia 2 & 3 Discount Combo Package (Save $50): Sign up for both Symposia 2 & 3 (Franchising Your Business & Operations Manuals) and receive a discounted Pre-Reg rate of $500.00 or on-site rate of $560.00 Symposia 3 & 4 Discount Combo Package (Save $50): Sign up for both Symposia 3 & 4 (Operations Manuals & The Use of Technology in Franchising) and receive a discounted Pre-Reg rate of $450.00 or on-site rate of $510.00

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 Symposium 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, Sr. Training Consultant, Michael H. Seid & Associates, LLC

Marla Rosner is the Sr. Training Consultant for Michael H. Seid & Associates, LLC, (MSA) a domestic and international franchise advisory firm. She has excelled as a training professional for over twenty years including sixteen years leading the training function of a national franchise company. For new franchisors Marla creates Operations Manuals, assists in systemizing operational procedures and structures new franchisee training programs. For established franchisors, Marla assesses the effectiveness of current training, identifies training gaps and designs cost effective programs to train store level personnel, as well as headquarters staff.