case study: using workmap™ methodology for improved franchise compliance and operations manuals

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Case Study FocusBenefits of using WorkMap™ methodology to improve concept compliance

Using WorkMap™ Methodology to Improve Compliance and Write Operations Manuals that Employees can Easily Follow

Rather than relying on text-heavy manuals that collect dust in a book shelf, Chainformation has developed WorkMap™, a proprietary methodology that results in better operations manuals that require less administration at lower cost. Accessible directly through a cloud based franchise software suite, operations manuals powered by WorkMap™ are easy to read and apply in the workplace.

Overview“We have a problem with our franchise manual – nobody reads it and it’s difficult to update”- Sound familiar? You’re not alone.

A new franchised business opens every 8 minutes and 50% of businesses out there are either franchised or part of a chain. The common denominator? They all need an operations manual.

Whether it’s to enforce legislation, ensure brand compliance, or provide guidelines for daily work, an operations manual is a must have for any multi-unit business. Without it, it’s virtually impossible to grow without diluting your concept.

This case study will discuss WorkMap™, a methodology developed by Chainformation to improve the way operations manuals are developed, written and ultimately, how they are used in the workplace.

Embedded in a cloud based franchise software suite, the evolution of WorkMap™ builds on decades of combined experience acquired from working with franchise and retail clients such as Wayne’s Coffee, Icebar by Icehotel, O’Learys, and IKEA.

It is estimated that operations manuals developed with WorkMap™ can improve workplace efficiencies at a franchise by up to 50%.

Business ChallengeMost leaders in the franchise industry will agree that expansion and growth is a strategic imperative. But growing from a single unit retail environment to a centrally coordinated chain with multiple units does not come without its fair share of headaches.

For decades, franchise operations have relied on the printed production of operations manuals, also known as franchise manuals or work process manuals, to ensure that work is carried out according specific instructions and guidelines.

Updated constantly, printed on paper, and distributed over regular mail, a big chunk of the budget for a franchise will be pinned for the production of manuals.

It’s no secret that franchise manuals are big business. Google the term franchise manual and you will receive 13.7 million hits. Franchise consultants, writers and self-


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proclaimed experts are lining up in mass to offer you what they claim will be perfect operations manual.

And they will charge you generously too. It is not unusual to see rates of 20,000 USD and above for the delivery of a “complete” franchise operations manual. And that’s just to get you started.

Once written, you will be required to print the manual and make sure it is mailed out to your units in timely manner.

To make things worse, all manuals will require updating and supervision, and that burden is strictly on you, unless you can afford to hire a consultant. Once a specific work process needs updating, someone will have to re-write the work instruction, print it, and send it out to each location of the franchise.

But truth be told, the majority of franchise manuals out there are based on templates widely available and not custom written for your specific franchise. So while you’re paying top dollar for someone to “Find” & ”Replace” your name in a Word-template, what value added are you really paying for?

More than just a financial burden, this out-of-date model prevents those in leadership from focusing on the real business agenda and growing the concept further.

For this reason, many retail chains and franchise operations are waking up to the realization that they are better off, both in terms of efficiency and cost, by implementing a franchise software that also includes operations manuals.

How we can help To overcome the difficulties with a print and paper, it could appear tempting to convert your franchise manuals to PDF and rely on Microsoft SharePoint, Google Docs, or even Dropbox for shared storage. In essence that provides your stores with a library of folders from which files can be accessed.

But a shared folder is far from a user-friendly experience, and hardly the best you can do in going digital. Sharepoint, for example, will require significant customization to run in a fashion that suits a typical franchise operation. SharePoint consultants are widely available, but also expensive.

Most importantly, converting your manual to a PDF does not in any way or form make life easier for your work force. In fact, by going to PDF, you’ve just converted an existing problem, providing a manual that nobody reads.

That is where Chainformation and WorkMap™ come into the picture. Designed to supersede the printed operations manual, WorkMap™ provides a clear path of work streams, and clearly illustrates what is required to accomplish “a job well done”.

More importantly, the process help ensure that the right person sees the right information, at the right time.

This is accomplished by applying a “from issue to outcome”-approach for each work process and creating a tree-structure for your organization’s work streams that is easy to digest. Here are the three key steps to how it’s done:

1. Extracting Your Core Process – In a first session, Chainformation will work with the client to explore generational operations, identify core processes of the business, and existing process problems and root causes. The following key areas are explored in-depth and placed in a WorkMap™ overview:

That is where Chainformation and WorkMap™ come into the picture. Designed to supersede the printed operations manual.


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• Your franchise concept• Business Fundamentals• Support Concept• Troubleshooting• Existing Templates• How you operate day-to-day

2. WorkMap™ in Action – Chainformation will then engage the client in an in-depth mind-mapping exercise which takes your process from issue to outcome by breaking down core processes into bite-sized chunks.

By adopting a tree-like navigation structure for each core process, the WorkMap™-overview will outline a flow which is very similar to how files are archived on a computer.

The outcome is a holistic overview that provides 3 key benefits:

• A more structured flow for each work process that is easy to follow• Links daily work based on logic, rather than template process

Figure 1: As illustrated here, Chainformation uses WorkMap™ to outline the process flow and work streams for a franchise.

Figure 2: The complete overview of your work processes is structured in a WorkMap(TM) which will help power the operations manual.


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• Clearly illustrates how core processes are interlinked and who’s involved• Helps workforce understand how to complete task with satisfactory results3. Going from WorkMap™ to Operations Manual - Once a breakdown of core processes has been completed and converted to a WorkMap-structure, Chainformation will begin to write the specific operations manual.

Unlike traditional operations manuals that are heavy in text and length, the WorkMap™ fuelled manual is light and direct, and follows a specific format that links back directly to the tree-like structure identified in the mind mapping process.

By using a WorkMap™ template, Chainformation typically is able to reduce the volume of an existing manual by between 35-45%. At the same time, Chainformation estimates that it is able to increase usability and focus by as much for its clients.

Point to consider: Typical operations manuals are commonly written in a style that is extremely difficult for your workforce to understand. A better written manual, condensed and crisp, will ultimately make for better execution.

In its final form, each process is documented with the least required amount of content for a successful operation:

• What is it (describes the process)• Rules (what to follow)• A job well done (how to know if you have succeeded)• Remember (important to consider)• My responsibility (who)• My delegated responsibility (who else)• When do I do the job (timing)• What routines are part of the job• What documentation do I need? The WorkMap™ method leaves little, or nothing, for interpretation.

During the definition, Chainformation will work to pre-determine success indicators, criteria, and help the client to identify core measurements, that will define the qualitative outcome of each work process.

For instance, “keep your store nice and tidy”, may leave room for broad interpretation at store level. By linking this instruction to a conceptual standard, WorkMap™ in essence removes the element of interpretation in the work place, ultimately providing a more consistent workplace across your chain.

Ultimately it will help the work force do what is expected in the daily work with ease, and clarity.

Once the operations manual is completed, Chainformation will use proprietary tools to embed the content into CCM, a cloud based franchise software suite that provides your franchise with a high powered Intranet designed specifically for your franchise.

Figure 3: The outcome of using WorkMap(TM) is a manual that is easier to read and apply in the work place.


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Your operations manual will now be available at the fingertips of your work force directly in the store – completely role based

4. WorkMap™ in the work place

Those who have used an operations manual will testify having to wade through hundreds of pages to find a specific work instruction that is relevant for a specific task, and a specific role.

The true intelligence of WorkMap™ kicks in when it is embedded in our franchise software suite. Using proprietary tools to bring it to life online, your new operations manual will be completely role based.

For instance, the section on hiring and firing will only be seen by those who work in HR related positions. At the same note, a person working directly in the store will see work instructions related to opening and closing.

Interlinking documents also plays a critical part. For instance, a user viewing a work instruction on “store pricing”, will also see internal links to related work instructions, such as “pricing equipment” and “price sheets”. This makes for a more holistic user experience.

So why is a role-based operations manual a deal breaker? In one word: efficiency. Rather than wading through hundreds of pages on paper or in a PDF, you workforce will get straight to a solution, in less time, with more clarity:

• Your workforce no longer has to judge what is relevant for them – they see exactly what is relevant for their role• By seeing only relevant information, there is significantly less room for misinterpretation (i.e. “does this instruction apply to me?”)• Pre-determined criteria and measures for each role will help establish what is required to achieve “a job well done”• Because the manual is written according to WorkMap™ standards, the condensed overview will make for improved readability, and ultimately better execution. Ultimately, the leadership will decide during the WorkMap™ pre-study who in the organization sees what. Chainformation’s cloud based franchise software suite takes care of the rest.

What’s more, as franchise manuals are now updated in real-time, CCM enables you to see if one location or staff member has missed to take part of an important training document. The system even keeps track if anything has been printed out.

The outcomeOver the past twelve years, Chainformation has provided retail- and franchise-software for some of Scandinavia’s largest franchise- and retail-chains, including industry leaders such as IC Company, Iduna and IKEA.

During this time, Chainformation has a fine tuned the WorkMap™ methodology so that it can easily be deployed with franchise operations of all sizes, at limited ramp up time.

For example, by going from printed manual to online manual powered by WorkMap™, ICEBAR by ICEHOTEL were able to reduce the administrative work by almost 80%, while providing access to work flow in real time and a much better user experience.

Says Dan Hollström, business development director at ICEBAR by ICEHOTEL: “Our existing franchise manuals were printed on paper and inserted into binders that were

The true intelligence of WorkMap™ kicks in when it is embedded in our franchise software suite.


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handed out to each franchise. To keep them updated, sending out new sheets of updates, and keeping track of who had received what, was extremely cumbersome and time consuming. Often times, the franchise manual ended up sitting in the back of a cabinet, soon to be forgotten and unread. Going digital using Chainformation, we now have an operations manual that can be accessed anywhere, anytime”

Other customers are seeing similar results, with the immediate benefits of implementing online manuals powered by WorkMap™.

Based in the cloud and running from a standard browser, a franchise software solution and Workmap™ process can be deployed in as little as 4 weeks.

Once up and running, the monthly running cost is comparable to that of a cell phone plan for each store location.

Key benefits of using WorkMap™ in a franchiseFor leadership

• Work and Operational processes available online• Work and Operational processes can be updated in real time• Significant time savings on administration and updates vs. print• Significant cost savings on administration and updates vs. print• A more educated, informed workforce• Improved compliance across all units For the workforce

• Immediate understanding of tasks that need to be completed• Immediate understanding how to complete a task with satisfactory results• Immediate understanding of the rules and restrictions in place• Immediate understanding who is the process owner• Immediate understanding who signs off• Immediate understanding of what tools to use to complete a task• Better user experience To learn more about WorkMap™ and CCM Franchise software, please visit www.chainformation.com

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