The second section of the manual should be the start of a new section with its own table of contents.

Section Two of the operations manual focuses briefly on the company's history, mission statement, commonly asked questions, vision, philosophy, history, etc. This is vital to a franchise operations manual because it gives the future business owner a history of what inspired you to build the business. This is also very good information to include in standard business operations manual (non franchise) to give employees a sense of the history and what is expected of them. It is the history and vision of your business and it deserves this place at the start of your manual.

In this section you want to include a history of the company and let the reader (franchisee or employee) know whom to contact for support and help. The following is suggested content for this section:

Welcome Letter

Company History or Timeline

Mission Statement
A simple one to two sentence mission statement.

The Company's Vision
A list of what is important. This helps remind you and employees what your goal in developing the company was.

Common Questions
If you run a technical or niche business, it might not be a bad idea to include a list of common or frequently asked questions. This would be used as a quick reference for employees or franchisees.

Management Support In a franchise manual this would be service and support provided to the franchisee, such as training. In a standard operations manual (non franchise) this section would include support and services provided to employees (if relevant). You could also use this section for emergency or important numbers such as the local police and fire departments, service technicians, etc.

Responsibilities In a franchise manual this would list the responsibilities of the franchisee to customers, other franchisees in the network, and to employees. If you're creating a non franchise manual, you can customize this to relate to employees or managers.