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Evidence Guide: BSBFRA504 - Manage relationships with franchisees

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

BSBFRA504 - Manage relationships with franchisees

What evidence can you provide to prove your understanding of each of the following citeria?

Establish relationship with franchisees

  1. Establish franchisee advisory council and other communication channels to link franchisee and franchisor to inform best practice and support franchisees and franchise operations
  2. Determine and implement own role on franchisee advisory council
  3. Determine and clarify own role and responsibilities as franchisor’s representative
  4. Establish schedule of contact with franchisees
  5. Hold initial meetings with franchisees to initiate ongoing relationships
  6. Discuss and clarify roles and responsibilities of franchisor and franchisee with franchisees at initial meetings
Establish franchisee advisory council and other communication channels to link franchisee and franchisor to inform best practice and support franchisees and franchise operations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine and implement own role on franchisee advisory council

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish schedule of contact with franchisees

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Hold initial meetings with franchisees to initiate ongoing relationships

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Facilitate customer service provision to franchisees

  1. Schedule and facilitate services to be provided to franchisees as per agreement
  2. Negotiate and facilitate needs for additional services
  3. Manage marketing or other cooperative funds according to documented agreements with franchisees
  4. Resolve problems arising in service provision with franchisees in line with documented complaint handling procedures as specified in the Franchising Code of Conduct
  5. Maintain currency of information relating to services provided through franchisor
Schedule and facilitate services to be provided to franchisees as per agreement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate and facilitate needs for additional services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain currency of information relating to services provided through franchisor

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide advice to franchisees

  1. Monitor business activity of franchisees
  2. Provide specific advice to franchisees through required training
  3. Clarify requests for advice from franchisees and provide appropriate responses
  4. Undertake research to inform advice to be provided
  5. Provide timely, accurate advice in a manner that promotes acceptance of that advice
  6. Ensure follow up with franchisee to ensure advice is understood and appropriate responses are made by franchisee
Monitor business activity of franchisees

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide specific advice to franchisees through required training

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify requests for advice from franchisees and provide appropriate responses

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake research to inform advice to be provided

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review management of relationship with franchisees

  1. Monitor relationships with franchisees for customer satisfaction
  2. Review strategies and practices to manage relationship with franchisees to identify improvements
  3. Implement identified improvements in managing relationships with franchisees
Monitor relationships with franchisees for customer satisfaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement identified improvements in managing relationships with franchisees

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

Required Skills and Knowledge

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