Case study: Using WorkMap™ Methodology For Improved Franchise Compliance and Operations Manuals
www.chainformation.comCustomer Case1Case Study FocusBenefits of usingWorkMap™methodology toimprove conceptcomplianceUsing WorkMap™ Methodology to ImproveCompliance and Write Operations Manualsthat Employees can Easily FollowRather than relying on text-heavy manuals that collect dust in abook shelf, Chainformation has developed WorkMap™, a proprietarymethodology that results in better operations manuals that requireless administration at lower cost. Accessible directly through a cloudbased franchise software suite, operations manuals powered byWorkMap™ 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 toupdate”- Sound familiar? You’re not alone.A new franchised business opens every 8 minutes and 50% of businesses out thereare either franchised or part of a chain. The common denominator? They all need anoperations manual.Whether it’s to enforce legislation, ensure brand compliance, or provide guidelines fordaily work, an operations manual is a must have for any multi-unit business. Withoutit, it’s virtually impossible to grow without diluting your concept.This case study will discuss WorkMap™, a methodology developed by Chainformationto improve the way operations manuals are developed, written and ultimately, howthey 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 andretail clients such as Wayne’s Coffee, Icebar by Icehotel, O’Learys, and IKEA.It is estimated that operations manuals developed with WorkMap™ can improveworkplace efficiencies at a franchise by up to 50%.Business ChallengeMost leaders in the franchise industry will agree that expansion and growth is astrategic imperative. But growing from a single unit retail environment to a centrallycoordinated chain with multiple units does not come without its fair share ofheadaches.For decades, franchise operations have relied on the printed production of operationsmanuals, also known as franchise manuals or work process manuals, to ensure thatwork is carried out according specific instructions and guidelines.Updated constantly, printed on paper, and distributed over regular mail, a big chunk ofthe 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 franchisemanual and you will receive 13.7 million hits. Franchise consultants, writers and self-
www.chainformation.comCustomer Case2proclaimed experts are lining up in mass to offer you what they claim will be perfectoperations manual.And they will charge you generously too. It is not unusual to see rates of 20,000 USDand above for the delivery of a “complete” franchise operations manual. And that’sjust to get you started.Once written, you will be required to print the manual and make sure it is mailed outto your units in timely manner.To make things worse, all manuals will require updating and supervision, and thatburden is strictly on you, unless you can afford to hire a consultant. Once a specificwork 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 templateswidely available and not custom written for your specific franchise. So while you’repaying 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 leadershipfrom focusing on the real business agenda and growing the concept further.For this reason, many retail chains and franchise operations are waking up to therealizationthattheyarebetteroff,bothintermsofefficiencyandcost,byimplementinga franchise software that also includes operations manuals.How we can helpTo overcome the difficulties with a print and paper, it could appear tempting toconvert 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 libraryof folders from which files can be accessed.But a shared folder is far from a user-friendly experience, and hardly the best you cando in going digital. Sharepoint, for example, will require significant customization torun in a fashion that suits a typical franchise operation. SharePoint consultants arewidely available, but also expensive.Most importantly, converting your manual to a PDF does not in any way or form makelife easier for your work force. In fact, by going to PDF, you’ve just converted an existingproblem, providing a manual that nobody reads.That is where Chainformation and WorkMap™ come into the picture. Designed tosupersede the printed operations manual, WorkMap™ provides a clear path of workstreams, and clearly illustrates what is required to accomplish “a job well done”.More importantly, the process help ensure that the right person sees the rightinformation, at the right time.This is accomplished by applying a “from issue to outcome”-approach for each workprocess and creating a tree-structure for your organization’s work streams that is easyto 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 theclient to explore generational operations, identify core processes of the business, andexisting process problems and root causes. The following key areas are explored in-depth and placed in a WorkMap™ overview:That is whereChainformation andWorkMap™ comeinto the picture.Designed tosupersede theprinted operationsmanual.
www.chainformation.comCustomer Case3• Your franchise concept• Business Fundamentals• Support Concept• Troubleshooting• Existing Templates• How you operate day-to-day2. WorkMap™ in Action – Chainformation will then engage the client in an in-depthmind-mapping exercise which takes your process from issue to outcome by breakingdown 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 acomputer.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 processFigure 1: As illustrated here, Chainformation uses WorkMap™ to outlinethe process flow and work streams for a franchise.Figure 2: The complete overview of your work processes is structured in a WorkMap(TM) whichwill help power the operations manual.
www.chainformation.comCustomer Case4• 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 coreprocesseshasbeencompletedandconvertedtoaWorkMap-structure,Chainformationwill 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 directlyto the tree-like structure identified in the mind mapping process.By using a WorkMap™ template, Chainformation typically is able to reduce the volumeof an existing manual by between 35-45%. At the same time, Chainformation estimatesthat 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 thatis 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 withthe least required amount of content for a successfuloperation:• What is it (describes the process)• Rules (what to follow)• A job well done (how to know if you havesucceeded)• 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, forinterpretation.During the definition, Chainformation will work topre-determine success indicators, criteria, and helpthe client to identify core measurements, that willdefine the qualitative outcome of each work process.For instance, “keep your store nice and tidy”, mayleave room for broad interpretation at store level.By linking this instruction to a conceptual standard,WorkMap™ in essence removes the element ofinterpretation in the work place, ultimately providinga more consistent workplace across your chain.Ultimately it will help the work force do what isexpected in the daily work with ease, and clarity.Once the operations manual is completed,Chainformation will use proprietary tools to embedthe content into CCM, a cloud based franchisesoftware suite that provides your franchise with ahigh powered Intranet designed specifically for yourfranchise.Figure 3: The outcome of using WorkMap(TM) is a manual thatis easier to read and apply in the work place.
www.chainformation.comCustomer Case5Your operations manual will now be available at the fingertips of your work forcedirectly in the store – completely role based4. WorkMap™ in the work placeThose who have used an operations manual will testify having to wade throughhundreds 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 franchisesoftware suite. Using proprietary tools to bring it to life online, your new operationsmanual will be completely role based.For instance, the section on hiring and firing will only be seen by those who work inHR related positions. At the same note, a person working directly in the store will seework instructions related to opening and closing.Interlinking documents also plays a critical part. For instance, a user viewing a workinstruction 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 userexperience.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 workforcewill 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 exactlywhat is relevant for their role• By seeing only relevant information, there is significantly less room formisinterpretation (i.e. “does this instruction apply to me?”)• Pre-determined criteria and measures for each role will help establish what isrequired to achieve “a job well done”• Because the manual is written according to WorkMap™ standards, the condensedoverview will make for improved readability, and ultimately better execution.Ultimately, the leadership will decide during the WorkMap™ pre-study who in theorganization sees what. Chainformation’s cloud based franchise software suite takescare of the rest.What’s more, as franchise manuals are now updated in real-time, CCM enables you tosee if one location or staff member has missed to take part of an important trainingdocument. The system even keeps track if anything has been printed out.The outcomeOver the past twelve years, Chainformation has provided retail- and franchise-softwarefor some of Scandinavia’s largest franchise- and retail-chains, including industry leaderssuch as IC Company, Iduna and IKEA.During this time, Chainformation has a fine tuned the WorkMap™ methodology sothat it can easily be deployed with franchise operations of all sizes, at limited ramp uptime.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: “Ourexisting franchise manuals were printed on paper and inserted into binders that wereThe trueintelligence ofWorkMap™ kicks inwhen it isembedded in ourfranchise softwaresuite.
www.chainformation.comCustomer Case6handed out to each franchise. To keep them updated, sending out new sheets ofupdates, and keeping track of who had received what, was extremely cumbersomeand time consuming. Often times, the franchise manual ended up sitting in the backof a cabinet, soon to be forgotten and unread. Going digital using Chainformation, wenow have an operations manual that can be accessed anywhere, anytime”Other customers are seeing similar results, with the immediate benefits ofimplementing online manuals powered by WorkMap™.Based in the cloud and running from a standard browser, a franchise software solutionand 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 phoneplan 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 unitsFor 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 experienceTo learn more about WorkMap™ and CCM Franchise software, please visit www.chainformation.comCHAINFORMATIONWe help equip your franchise network withtimely, relevant and critical know-how.