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2nd year - 1st sem > Franchising- finals 1 > Flashcards

Franchising- finals 1 Flashcards

(64 cards)

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1
Q

What are the Operations
and
Management
in Franchising

A
  1. Daily Operations &
    Standardization
  2. Staffing and
    Human Resources
  3. Supply Chain
    Management
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2
Q

One of the key strengths of franchising is the replication of a successful_________.

A

business model

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3
Q

________in the context of franchising means ensuring_____ and _______ across all franchise locations by following the same systems,
procedures, and guidelines.

A
  1. Standardization
  2. uniformity
  3. consistency
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4
Q

What are examples of Standardization:

A
  1. Standard Operating Procedures (SOPs): Same recipes, service protocols, and cleaning routines.
  2. Uniform Branding: Same logo, signage, and marketing materials.
  3. POS(Point of Sale) Systems: Same technology for billing and reporting.
  4. Customer Service Scripts: Same way of greeting and handling complaints.
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5
Q

Same recipes, service protocols, and cleaning routines.

A

Standard Operating Procedures (SOPs):

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6
Q

Same logo, signage, and marketing materials.

A

Uniform Branding:

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7
Q

Same technology for billing and reporting.

A

POS(Point of Sale) Systems:

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8
Q

Same way of greeting and handling complaints.

A

Customer Service Scripts:

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9
Q

Franchisors provide operational manuals that serve as the blueprint for running the franchise. These manuals include procedures for opening and closing the store, customer service protocols, food preparation, equipment usage, and safety regulations.

A

Following Operational Manuals and Systems

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10
Q

Franchisees use software systems and checklists to streamline daily tasks. Automation tools for scheduling, POS systems for tracking sales, and inventory management systems help maintain consistency.

A

Streamlining Daily Tasks for Efficiency and Consistency

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11
Q

______ a combination of hardware and software that a business uses to process customers transactions

A

POS system

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12
Q

the system used when a customer purchase

A

POS system

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13
Q

In franchise or retail the POS system includes:

A
  1. touchscreen terminal or register
  2. receipt printer
  3. card reader
  4. inventory tracking software
  5. sales reporting tools
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14
Q

doing tasks in the fastest, easiest, and most resource-saving way possible

A

efficiency

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15
Q

the focus: speed, cost-saving and productivity

A

efficiency

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16
Q

the goal: get more done with less effort/time

A

efficiency

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17
Q

example: using automated inventory systems

A

efficiency

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18
Q

doing things the same way every time, no matter who is doing it or where

A

consistency

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19
Q

the focus; uniformity and reliability

A

consistency

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20
Q

the goal: provide the same experience everywhere

A

consistency

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21
Q

example: every mcdonalds big mac taste the same

A

consistency

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22
Q

Franchisors conduct regular inspections and audits to ensure franchisees maintain quality standards. Customer feedback tools, mystery shoppers, and online reviews are monitored closely.

A

Managing Quality Control and Customer Satisfaction

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23
Q

What are the winning strategies for gaining customer satisfaction

A
  1. deliver quality product /services
  2. be efficient and timely
  3. offer excellent customer service
  4. keep it clean and welcoming
  5. listen to feedback
  6. add personal touches and rewards
  7. monitor and improve with data
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24
Q

make sure the product or service matches what was promised

A

deliver quality product /services

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25
speed matters-reduce wait times without compromising quality. Respect customers' time by offering mobile orders, quick checkouts, etc
be efficient and timely
26
train staff to be polite, helpful, and empathetic. Handle complain gracefully, and fix problems fast
offer excellent customer service
27
clean store, restroom and tables
keep it clean and welcoming
28
use surveys, social media, and in store feedback
listen to feedback
29
loyalty programs, birthday discounts or remembering frequent orders go a long way
add personal touches and rewards
30
track customer satisfaction (CSAT) score, n net promoter score
monitor and improve with data
31
What are the managing quality control in franchising
1. standardized operating procedures (sops) 2. comprehensive training programs 3. routine audits & inspections 4. mystery shoppers 5. product and supplier control 6. data-driven monitoring 7. corrective actions and support
32
franchisor provides detailed operational manuals
standardized operating procedures (sops)
33
franchisees and staff receive thorough training
comprehensive training programs
34
regular checks on cleanliness, service, & products
routine audits & inspections
35
anonymous evaluators assess customer experience
mystery shoppers
36
approved suppliers ensure consistent product quality
product and supplier control
37
POS data and dashboard track performance metrics
data-driven monitoring
38
guidance provided to address quality issues
corrective actions and support
39
Franchisees play a direct role in managing staff, but must align HR practices with the franchisor's brand and standards.
Staffing and Human Resources
40
Franchisees typically hire their own staff but must follow the franchisor's training programs and customer service standards. Many franchisors provide onboarding modules, online learning platforms, and certification processes.
Hiring and Training Staff According to Franchise Guidelines
41
Effective employee performance management includes regular reviews, clear KPIs, and recognition programs. Retention strategies include career development opportunities and positive work environments.
Managing Employee Performance and Retention
42
While corporate culture is set by the franchisor, franchisees shape the day-to-day environment. A positive workplace culture impacts employee morale and customer service.
Franchisee’s Role in Establishing Workplace Culture
43
Franchisee' s role in establishing workplace culture
1. leading by example 2. communicating brand values 3. building trust and respect 4. hiring for cultural fit 5. encouraging development and growth
44
Setting the tone through positive and respectful behavior
leading by example
45
reinforcing the franchisor's mission and vision in daily operations
communicating brand values
46
fostering a supportive and fair work environment
building trust and respect
47
selecting employees who align with the franchise values
hiring for cultural fit
48
offering training, promotion paths, and mentorship
encouraging development and growth
49
An efficient supply chain is vital to maintaining product consistency and controlling costs in a franchise system.
Supply Chain Management
50
Franchisees must maintain adequate stock levels without over-ordering. Many franchisors provide inventory management tools to forecast demand and avoid waste.
Sourcing Materials and Managing Inventory
51
Sourcing Materials & Managing Inventory in Franchising
1. Follow Franchisor-Approved Suppliers 2. Use Standardized Ordering Systems 3. Implement Inventory Control Procedures 4. Establish Par Levels and Reorder Points 5. Train Staff on Proper Storage and Rotation 6. Coordinate Delivery Schedules 7. Reduce Waste and Track Costs
52
* Franchisors typically provide a list of authorized suppliers to maintain brand quality and consistency. * Franchisees must order materials (e.g., food items, packaging, uniforms) from these sources.
Follow Franchisor-Approved Suppliers
53
* Many franchisors provide centralized procurement platforms or POS-integrated inventory tools. * These help automate reordering, track usage, and reduce waste.
Use Standardized Ordering Systems
54
* Use a regular schedule to: o Count stock (daily/weekly) o Check for spoilage or damage o Monitor shrinkage or overstocking
Implement Inventory Control Procedures
55
* Set minimum and maximum quantities for each item. * Reorder when items drop to the par level — this avoids stockouts and overstocking.
Establish Par Levels and Reorder Points
56
* Use FIFO (First In, First Out) to minimize spoilage. * Ensure all team members are trained to label, store, and rotate stock correctly.
Train Staff on Proper Storage and Rotation
57
* Franchisees must manage timely deliveries and ensure the quality of received goods. * They should inspect items upon arrival and report any inconsistencies to suppliers/franchisors.
Coordinate Delivery Schedules
58
* Monitor: o Usage vs. sales o Spoilage levels o Staff errors (e.g., over-portioning) 📌 Goal: Maintain a low cost of goods sold (COGS) while ensuring consistent quality.
Reduce Waste and Track Costs
59
Franchisors often require franchisees to purchase supplies only from approved vendors to ensure quality and consistency. This also helps with pricing leverage and brand compliance.
Working with Franchisor-Approved Suppliers
60
Franchisors may manage national distribution or partner with logistics companies. Franchisees must coordinate deliveries, storage, and shelf life.
Handling Logistics and Distribution Efficiently
61
Handling Logistics & Distribution Efficiently in Franchising
1. Centralized Distribution Networks 2. Just-in-Time (JIT) Delivery Systems 3. Efficient Delivery Scheduling 4. Technology-Driven Tracking Systems 5. Cold Chain & Special Handling 6. Franchisee Responsibilities in Logistics 7. Minimizing Waste and Redundancy
62
________- are essential for consistency and success
SOPs
63
- ______and _________ are critical management areas
HR and supply chains
64
______________ must balance independence with standardization
- Franchisees

2nd year - 1st sem (11 decks)

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