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Training: The DNA of Your Franchise System

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Training: The DNA of Your Franchise System

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Th​is presentation addresses the role of franchise training in developing the knowledge, skills and attitudes in franchisees and their staff to achieve franchisor standards.

Th​is presentation addresses the role of franchise training in developing the knowledge, skills and attitudes in franchisees and their staff to achieve franchisor standards.

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Training: The DNA of Your Franchise System

  1. 1. Training: The DNA of Your Franchise System 1© MSA Worldwide
  2. 2.  Franchisees  Franchisees’ Managers  Franchisees’ Employees  HQ Field Staff  Other HQ Personnel Who Needs Training? 2© MSA Worldwide
  3. 3. Establishing & Upgrading Training Set Training Objectives Develop Plan Develop Materials and Visuals Pilot Test Implement Evaluate and Refine 3© MSA Worldwide
  4. 4. Training Objectives  What should trainees be able to accomplish after participating in the training program?  What is the desired level of such accomplishment, according to industry or organizational standards?  Do you want to develop attitudes, skills, knowledge, or some combination of these three? 4© MSA Worldwide
  5. 5.  Program duration  Program structure  Instruction methods  Trainer’s qualifications  Training location & environment  Criteria & methods for assessing participant learning and achievement  Criteria & methods for evaluating the program Elements of a Training Plan 5© MSA Worldwide
  6. 6. Time & Interactivity 6 Less time/More talking head More time/More interactivity © MSA Worldwide
  7. 7. Planning what Franchisees Need to Know (Sample Topics) What When Where How Who Approved Marketing Tactics Marketing Planning Prior to class Prior to class In class Live webinar Home HQ Screen share and review items Complete Market Introduction Plan Bring for review in class Marketing VP Generating Leads Prior to class In class Home HQ Webinar Bring for review in class Sales Director 7© MSA Worldwide
  8. 8. Planning what Franchisees Need to Know (Sample Topics) What When Where How Who Sales calls During class HQ Trainer demo Role plays and feedback Sales Director Taking Inventory Prior to opening On site Trainer Demo Practice using checklist Field Staff Merchandising Prior to opening On site Trainer review of visual merchandising plans Field Staff 8© MSA Worldwide
  9. 9.  A legal term that addresses the franchisor’s liability in the event of a lawsuit against the franchisee.  Franchisee’s employees or customers may claim that the franchisor is at fault in addition to the franchisee. What is Vicarious Liability? © MSA Worldwide 9
  10. 10.  Co-employment is a relationship between two or more companies, in which both have rights and obligations as an employer.  Franchisors do not have these rights over franchisees’ employees.  The “risk” is giving the appearance of having employer rights over franchisees’ employees. What is Co-Employment Risk? © MSA Worldwide 10
  11. 11. DO  Place disclaimers on manual pages or sections that pertain to employee management Co-Employment Do’s and Don’ts © MSA Worldwide 11
  12. 12. DON’T  Provide personnel-related material without the written caveat that these are what the franchisor uses; franchisees may choose to use same with their company name, not the franchisor name. Co-Employment Do’s and Don’ts 12© MSA Worldwide
  13. 13. Can Franchisors train Franchisees’ Managers? 13 YES Manager Certification is often required. © MSA Worldwide
  14. 14.  Provide materials and training to franchisees  Train the franchisee’s trainer  Deliver employee training directly ◦ Webinars ◦ Local Classes/Conferences ◦ eLearning/mLearning How Will You Support Franchisees to Train Employees? 14© MSA Worldwide
  15. 15. Planning What Franchisees’ Employees Need to Know (Sample Topics) What When Where How Who Menu items (Restaurant) Before serving customers On site Review and quizzes Manager Sales skills (In home sales business) Before going into prospect homes eLearning on computer or mobile device Face to face View video Role Play and feedback Franchisee or Manager 15© MSA Worldwide
  16. 16.  Criteria for selection? Internal vs. external candidates?  Where do you begin?  The role of mentoring How Will You Train Field Staff? 16© MSA Worldwide
  17. 17. Planning What Field Staff Need to Know What When Where How Interpersonal Skills Upon selection Business Analysis & Consulting Skills HQ and in the field Technical Skills Upon selection if possible 17© MSA Worldwide
  18. 18. Evaluating Training Type of Training How to Evaluate Franchisee Training  Tests  Training ratings/end of class feedback form  Field Staff start-up and ongoing observations  Launch results: First year to 18 months  Help Desk/HQ calls from franchisees  Surveys/Phone interviews Employee Training  Tests  Field Staff start-up and ongoing observations Field Staff Training  Reports to HQ  Feedback from franchisees  Territory performance 18© MSA Worldwide
  19. 19. Marla Rosner, CFE Senior Learning & Development Consultant MSA Worldwide 415-225-8607 mrosner@msaworldwide.com 19© MSA Worldwide

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