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Evidence Guide: BSBFRA504B - 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

 

BSBFRA504B - 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 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 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

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.

Required Skills and Knowledge

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.

Range Statement

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