• BSBFRA504B - Manage relationships with franchisees

Assessor Resource

BSBFRA504B
Manage relationships with franchisees

Assessment tool

Version 1.0
Issue Date: March 2024


This unit applies to franchisors 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.

This unit describes the performance outcomes, skills and knowledge required to manage relationships with franchisees.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Employability Skills

This unit contains employability skills.




Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

creating strategies and processes to manage relationships with franchisees

providing advice to franchisees

analysing franchisee needs

knowledge of relevant legislation, codes of practice and national standards.

Context of and specific resources for assessment

Assessment must ensure:

access to business documentation

access to feedback from franchisees

access to an actual workplace or simulated environment

access to office equipment and resources.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

analysis of responses to case studies and scenarios

demonstration of techniques

observation of presentations

oral or written questioning to assess knowledge of franchising arrangements

evaluation of research undertaken to inform advice provided to franchisees

review of strategies and practices used to manage relationship with franchisees.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBFRA502B Manage a franchise operation.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities

business planning and management skills to provide customer service support to franchisees

communication and negotiation skills to establish and support relationships with franchisees

problem-solving skills to address issues in relationship with franchisees.

Required knowledge

legislation, codes of practice and national standards relating to occupational health and safety (OHS), company law, fair trading, anti-discrimination and other areas specific to the franchise operation

Franchising Code of Conduct

franchise specific obligations:

as per franchise agreement

as per updates and amendments to agreement over time.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Other communication channels may include:

contact via email, mobile/office based telephone, pagers and other emergency contact channels

meeting schedules

workshops for franchisees

Services to be provided to franchisees may include:

advice on operational matters

assistance with quality assurance

assistance with use and maintenance of equipment

facilitating the identification of training needs and training delivery

Required training may be:

scheduled on cyclical basis (such as yearly refresher courses, product knowledge workshops)

specified in franchise agreement as franchise is established

required by legislation such as first aid, food handling

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Establish franchisee advisory council and other communication channels to link franchisee and franchisor to inform best practice and support franchisees and franchise operations 
Determine and implement own role on franchisee advisory council 
Determine and clarify role and responsibilities as franchisor's representative 
Establish schedule of contact with franchisees 
Hold initial meetings with franchisees to initiate ongoing relationships 
Discuss and clarify roles and responsibilities of franchisor and franchisee with franchisees at initial meetings 
Schedule and facilitate services to be provided to franchisees as per agreement 
Negotiate and facilitate needs for additional services 
Manage marketing or other cooperative funds according to documented agreements with franchisees 
Resolve problems arising in service provision with franchisees in line with documented complaint handling procedures as specified in the Franchising Code of Conduct 
Maintain currency of information relating to services provided through franchisor 
Monitor business activity of franchisees 
Provide specific advice to franchisees through required training 
Clarify requests for advice from franchisees and provide appropriate responses 
Undertake research to inform advice to be provided 
Provide timely, accurate advice in a manner that promotes acceptance of that advice 
Ensure follow up with franchisee to ensure advice is understood and appropriate responses are made by franchisee 
Monitor relationships with franchisees for customer satisfaction 
Review strategies and practices to manage relationship with franchisees to identify improvements 
Implement identified improvements in managing relationships with franchisees 

Forms

Assessment Cover Sheet

BSBFRA504B - Manage relationships with franchisees
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

BSBFRA504B - Manage relationships with franchisees

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: