The first part of an operations, business operations, and franchise operations manual starts with an introduction of the manual to explain its purpose and how it is organized.  Compare this to the introduction of a speech. In just a sentence of two you'll let the reader know what the manual is about in the most general terms. In the few paragraphs that follow give the reader the logistics of the manual (how it's set up, how sections are identified, etc.).   

 

In the movie Smart People an over achieving niece pointed out to her visiting uncle that he should really make his bed because it sets the tone for the day. His reply was, "How do you know what tone I want to set?" You are going to set a tone in your manual whether you intend to or not. Choose your words wisely. When someone enters a room where the bed is not made, they act differently than if they were in a room set to military standards. One will be taken more seriously than the other. Same is true for the introduction. You want to be taken seriously--you want your business to be taken seriously. Set the tone that this is how things are done. That can be achieved while also using uplifting and positive language.

If you are creating a franchise operations manual, always have an attorney review it. Franchise operations manuals can be used as legal documents in court, so your choice of words are extremely important.

A lot of soon-to-be franchisors say, "I'm going to give my franchisees a lot of creative freedoms. I'll be a cool 'boss'." If your franchisees wanted "creative freedom" they'd be thinking up and starting their own business. They're buying your proven system because they don't want to come up with the ideas themselves. They want to buy a system.



The following is a list of pages normally found in the first section of a procedures manual. You can switch up the order of the pages, this is only a suggested order.

Title Page

Copyright Page

Page One: Contact Information
Include your company name, address, and contact information (phone, fax, email, website, etc.) Also include a way for employees to submit suggestions for improvement. If creating a franchise operations manual, consider a page dedicated to Suggesting Changes.

Page Two: Confidentiality Statement
If someone other than yourself will receive a copy of this manual be sure to include a Confidentiality Statement. This is a signed agreement that the reader promises to guard the information in the manual and keep it confidential.

Page Three: Introduction
A brief description of the purpose of the manual and how it is organized.

Page Four: Limitations
Another useful page if creating a franchise operations manual. Indicate that the manual is limited in information and the franchisee still has a responsibility to research and comply with local, state, and federal laws.

Page Five: Disclaimer
For franchise operations manuals. Consider adding a disclaimer.

Page Six: Notification of Changes
If creating a franchise operations manual, or one that will be given to employees at other locations, include a policy change page. This is a brief description on how manual changes and updates are sent and how the employee/manual holder should handle them.

Pages Seven-?: Table of Contents
When you're done, let's move forward and address the specific content found in each of the pages outlined above.