Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

BSBFRA504 Mapping and Delivery Guide
Manage relationships with franchisees

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency BSBFRA504 - Manage relationships with franchisees
Description
Employability Skills
Learning Outcomes and Application This unit 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.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities
Slides
PPT
Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Establish relationship with franchisees
  • 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 own 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
       
Element: Facilitate customer service provision to franchisees
  • 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
       
Element: Provide advice to franchisees
  • 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
       
Element: Review management of relationship with franchisees
  • 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
       


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.

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


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, 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.

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

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 own 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

BSBFRA504 - 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

BSBFRA504 - 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: