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Certification in Franchise Course

Franchisor Manager Courses 

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Certification in Franchise Course - Qualification Description

Certification in Franchise Course - this qualification is suitable for franchisees operating one or more sites of a franchise operation within any industry sector. In this role, individuals apply well-developed skills and have managerial responsibilities for the franchise and the relationship with a franchisor.

*** Courses are in English 

Course Description  - Certification in Franchise

  • Manage a franchise operation
  • Manage relationships with franchisees
  • Manage closure of a franchise
  • Manage quality customer service
  • Manage budgets and financial plans
  • Manage people performance
  • Facilitate continuous improvement
  • Manage operational plan
  • Undertake project work
  • Manage risk

Certification in Franchise - Extract from the course curricula

Elements and Performance Criteria

Manage a franchise operation​

Application - this courses describes the skills and knowledge required to manage a franchise operation including establishing and implementing agreements and ensuring compliance with franchising obligations and legislative requirements. The unit applies to individuals who manage an existing franchise operation and who support franchisees through the management of relationships, reporting and legislative requirements and operation effectiveness.

ELEMENT  PERFORMANCE CRITERIA 
Elements describe the essential outcomes. Performance criteria describe the performance needed to demonstrate achievement of the element.
1 Establish procedures for managing a franchise operation

1.1 Determine obligations of both parties under franchising agreement

1.2 Develop procedures for ensuring compliance with franchising obligations and legislative requirements

1.3 Develop and communicate reporting requirements of franchisees

2 Implement procedures for managing a franchise operation

2.1 Implement procedures for franchises to ensure compliance with franchising obligations and legislative requirements

2.2 Identify instances of non-compliance and act upon them in conjunction with franchises

2.3 Monitor reports from franchises for completeness, accuracy and timeliness of submission

2.4 Identify potential disputes with franchises and take action to resolve potential disputes before they eventuate

2.5 Resolve disputes that eventuate and reach an agreed settlement within established procedures as documented in the Franchising Code of Conduct

3 Review a franchise operation

3.1 Use monitoring of franchises to inform review process for franchise operation

3.2 Identify improvements in franchise operation and management of franchises from monitoring franchises’ business operations

3.3 Make recommendations to improve the effectiveness of the franchise operation and individual franchises

Manage relationships with franchisees

Application - This modules describes the skills and knowledge required to manage relationships with franchisees. It applies to individuals with a well-established, sound theoretical knowledge base in franchising who are proficient in using a range of specialised technical and managerial techniques to establish, manage and maintain relationships with franchisees.

Unit Sector

Management and Leadership – Franchising

Elements and Performance Criteria

ELEMENT  PERFORMANCE CRITERIA
Elements describe the essential outcomes. Performance criteria describe the performance needed to demonstrate achievement of the element.
1 Establish relationship with franchisees

1.1 Establish franchisee advisory council and other communication channels to link franchisee and franchisor to inform best practice and support franchisees and franchise operations

1.2 Determine and implement own role on franchisee advisory council

1.3 Determine and clarify own role and responsibilities as franchisor’s representative

1.4 Establish schedule of contact with franchisees

1.5 Hold initial meetings with franchisees to initiate ongoing relationships

1.6 Discuss and clarify roles and responsibilities of franchisor and franchisee with franchisees at initial meetings

2 Facilitate customer service provision to franchisees

2.1 Schedule and facilitate services to be provided to franchisees as per agreement

2.2 Negotiate and facilitate needs for additional services

2.3 Manage marketing or other cooperative funds according to documented agreements with franchisees

2.4 Resolve problems arising in service provision with franchisees in line with documented complaint handling procedures as specified in the Franchising Code of Conduct

2.5 Maintain currency of information relating to services provided through franchisor

3 Provide advice to franchisees

3.1 Monitor business activity of franchisees

3.2 Provide specific advice to franchisees through required training

3.3 Clarify requests for advice from franchisees and provide appropriate responses

3.4 Undertake research to inform advice to be provided

3.5 Provide timely, accurate advice in a manner that promotes acceptance of that advice

3.6 Ensure follow up with franchisee to ensure advice is understood and appropriate responses are made by franchisee

4 Review management of relationship with franchisees

4.1 Monitor relationships with franchisees for customer satisfaction

4.2 Review strategies and practices to manage relationship with franchisees to identify improvements

4.3 Implement identified improvements in managing relationships with franchisees

Manage closure of a franchise

Application - This unit describes the skills and knowledge required to manage the closure of a franchise or to transfer it to a new franchisee, or to take action to prevent a closure being executed. It applies to individuals with a well-established, sound theoretical knowledge base in franchising who are proficient in using a range of specialised technical and managerial techniques to undertake the closure of a franchise or transfer to a new franchisee.

Unit Sector

Management and Leadership – Franchising

Elements and Performance Criteria

ELEMENT PERFORMANCE CRITERIA
Elements describe the essential outcomes. Performance criteria describe the performance needed to demonstrate achievement of the element.
1 Investigate and implement alternatives to closure

1.1 Discuss, document and analyse reasons for closure with relevant stakeholders

1.2 Use lessons learned from previous franchise closures and potential franchise closures to arrive at alternative strategies

1.3 Research and negotiate alternative strategies to closure with franchisee and relevant third parties

1.4 Assess feasibility of transferring franchise to new franchisee

1.5 Implement, where feasible, alternative arrangements to closure including transfer

2 Determine roles and responsibilities in closure or transfer of franchisee

2.1 Determine roles and responsibilities of all parties in closure or transfer in line with the Franchising Code of Conduct

2.2 Negotiate process for effecting closure or transfer with relevant stakeholders and document in the form of a plan

2.3 Allocate responsibilities for effecting closure or transfer

2.4 Negotiate closing date or transfer date for franchise with relevant stakeholders

3 Implement plan for closure or transfer

3.1 Communicate closing date or transfer date for franchise to relevant stakeholders

3.2 Carry out disposal of assets according to plan or transfer them to new franchisee

3.3 Facilitate financial settlements with financial institutions or franchisor’s financial officers or debt collectors

3.4 Implement arrangements for closure or transfer in consultation with customers

3.5 Dispose of intellectual property including client database according to agreement between franchisor and franchisee

3.6 Undertake checks to ensure the process for closure or transfer has been completed according to plan

4 Review implications for franchise operations

4.1 Analyse implications for franchise operations from review of closure or transfer

4.2 Identify and recommend improvements to franchise operations and management of franchises

Manage quality customer service

Application - This unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation. It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.

Unit Sector

Stakeholder Relations – Customer Service

Elements and Performance Criteria

ELEMENT  PERFORMANCE CRITERIA 
Elements describe the essential outcomes. Performance criteria describe the performance needed to demonstrate achievement of the element.
1 Plan to meet internal and external customer requirements

1.1 Investigate, identify, assess, and include the needs of customers in planning processes

1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers

2 Ensure delivery of quality products and services

2.1 Deliver products and services to customer specifications within organisation’s business plan

2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards

2.3 Help colleagues overcome difficulties in meeting customer service standards

3 Monitor, adjust and review customer service

3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards

3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services

3.3 Develop, procure and use resources effectively to provide quality products and services to customers

3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups

3.5 Manage records, reports and recommendations within the organisation’s systems and processes

Manage budgets and financial plans

Application -This unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation. It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.

Unit Sector

Stakeholder Relations – Customer Service

Elements and Performance Criteria

ELEMENT  PERFORMANCE CRITERIA
Elements describe the essential outcomes. Performance criteria describe the performance needed to demonstrate achievement of the element.
1 Plan to meet internal and external customer requirements

1.1 Investigate, identify, assess, and include the needs of customers in planning processes

1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers

2 Ensure delivery of quality products and services

2.1 Deliver products and services to customer specifications within organisation’s business plan

2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards

2.3 Help colleagues overcome difficulties in meeting customer service standards

3 Monitor, adjust and review customer service

3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards

3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services

3.3 Develop, procure and use resources effectively to provide quality products and services to customers

3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups

3.5 Manage records, reports and recommendations within the organisation’s systems and processes