This unit applies to franchisees operating under formal franchising agreements over multiple sites.

The unit BSBFRA502B Manage a franchise operation applies to franchisors managing multiple franchisees.

ELEMENT

PERFORMANCE CRITERIA

1. Plan for managing multiple site franchise

1.1. Determine strategies for managing multiple site franchise operations in consultation with the franchisor and within the franchisor's multiple site policy

1.2. Document policies and procedures to support strategies for managing a multiple site franchise

1.3. Determine and obtain physical resources to manage a multiple site franchise

1.4. Determine and document practices to manage a multiple site franchise

1.5. Design duplicate management systems for each site of operation under a multiple site operation

2. Appoint staff for multiple site franchise

2.1. Select and recruit staff for a multiple site franchise

2.2. Determine and communicate to all relevant parties, responsibilities and roles of supervisor or manager of site

2.3. Determine, document as an action plan and implement learning needs of supervisors or managers

3. Implement plan for managing multiple site franchise

3.1. Communicate and clarify policies, procedures and practices to manage a multiple site franchise with supervisors or managers

3.2. Develop a monitoring plan for management of a multiple site franchise

3.3. Delegate tasks to supervisors or managers and follow-up to ensure completion

3.4. Develop networks with other franchisees and multiple site operators to inform best practice for multiple site operation

3.5. Develop a review process for evaluating effectiveness and efficiency of management of a multiple site franchise

3.6. Design and implement schedule of activities to manage a multiple site franchise

4. Monitor multiple site franchise

4.1. Monitor and implement plan for managing a multiple site franchise

4.2. Seek feedback from franchisor on effectiveness and efficiency of management of a multiple site franchise

4.3. Identify and act upon required interventions from monitoring process

4.4. Provide feedback to managers or supervisors to guide efficient and effective management of franchise sites

4.5. Identify ongoing training needs for managers or supervisors and facilitate required training

5. Review management of multiple site franchise

5.1. Implement review process for evaluating effectiveness and efficiency of management of a multiple site franchise

5.2. Seek feedback and information from franchiser to inform review process

5.3. Identify improvements in management of sites from review process

5.4. Identify, communicate and implement improvements to managers or supervisors

5.5. Monitor effectiveness of improvements

Required skills

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

communication and negotiation skills to resolve disputes

problem-solving skills to address disputes arising in the course of business operations

planning skills to manage multiple sites.

Required knowledge

occupational health and safety (OHS) requirements:

specific to nature and type of franchise

generic to all workplaces

specific to own safety such as manual handling

legislation, codes of practice and national standards, for example:

Franchising Code of Conduct

legislation covering fire safety, OHS, employment of staff, company law, anti-discrimination and fair trading

required permits (under commonwealth, state/territory and local government regulations and legislation)

franchise specific obligations as per franchise agreement.

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:

implementing and reviewing strategy for all sites

documenting and monitoring plans for all sites

documenting interventions for all sites

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 franchisor and managers or supervisors

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

oral or written questioning to assess knowledge of franchising arrangements

review of documentation outlining practices used to manage a multiple site franchise

evaluation of documented training needs for managers or supervisors.

Guidance information for assessment

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

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.

Physical resources may include:

access to email

courier systems

other physical resources that facilitate communication between sites and central operations unit

phone, fax and other electronic communication equipment

Practices may include:

meeting schedules

programmed visits

regular reporting via paper

using electronic bulletin boards and other means of communication for reporting purposes

workshops, product knowledge seminars, conferences and professional development programs

Relevant parties may include:

employed staff

franchisor representatives

managers or supervisors

Schedule of activities may include:

business activity

human resource information

problems arising during course of business operations

quality assurance issues, and test sampling and results

regular and cyclical reporting

stock levels and inventory control

training activity

turnover, income or expenses and other financial information

Interventions may include:

discipline of managers or supervisors

increased physical and human resources

information provided

seeking support from franchisor and accessing services available through franchisor

temporary assistance

training

Unit sector

Management and Leadership - Franchising

This unit contains employability skills.