Do you know who in your organization is the keeper of the official
System Standards of your franchise system? If you don’t know, then you wouldn't
be alone. When asked, many franchisors that we speak with are unable to put
their finger on the exact person who is responsible for maintaining one of the
most important documents to the company, the System Standards.
The System Standards are the standard procedures that a
franchisor requires of all franchisees in order to duplicate the customer
experience in every location. The customer experience is the driving force
behind profitability. If you have a well prepared Franchise Agreement, it will
refer to the Franchise Operations Manual as THE System Standard.
Knowing who is responsible for such an important document is
vital to the health of the company. In most cases, nobody knows who is the
official keeper of the royal documents, and everybody thinks that somebody else
is “that guy”.
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