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.
Case study: Using WorkMap™ Methodology For Improved Franchise Compliance and Operations Manuals
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Customer Case
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Case Study Focus
Benefits 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 Challenge
Most 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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Customer Case
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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
realizationthattheyarebetteroff,bothintermsofefficiencyandcost,byimplementing
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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Customer Case
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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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Customer Case
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• Clearly illustrates how core processes are interlinked and who’s involved
• Helps workforce understand how to complete task with satisfactory results
3. Going from WorkMap™ to Operations Manual - Once a breakdown of core
processeshasbeencompletedandconvertedtoaWorkMap-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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Customer Case
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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 outcome
Over 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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Customer Case
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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 franchise
For 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
CHAINFORMATION
We help equip your franchise network with
timely, relevant and critical know-how.