2018 Conference Program - Workshop 3


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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.


Thursday, November 2, 2017
1:30 PM - 4:00 PM


Advance (until November 1): $120 includes exhibit hall admission and seminars
On-Site (after November 1):$170 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: The Foundation to Consistent Execution. For information about the Certified Franchise Executives Program, visit the CFE website or contact Rose DuPont.

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 is the Sr. Training Consultant for MSA Worldwide, 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.


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