(A)

OPERATION MANUAL OUTLINE

Introduction...............................................................................A
Correspondence and Communication.......................................A
Gender Statement.....................................................................A
Statement of Confidentiality......................................................A
Manual Amendments................................................................A
Notice of Policy/Procedure Changes..........................................A
Submitting Suggestions to SAFAL...............................................A
Suggested Policy/Procedure Change form.................................A
Limitations of the Manual..........................................................A
(B)
ESTABLISHMENT OF FRANCHISE BUSINESS
Introduction of SAFAL................................................................B
Letter from the Managing Director............................................B
Services & Support from SAFAL.................................................B
Training Programs provided by SAFAL.......................................B
Franchise Manager for Franchisees...........................................B
Visits from the CORPORATE OFFICE...........................................B
Field Visit Confirmation Form....................................................B
Franchise Survey Form..............................................................B
Role & Responsibilities of FRANCHISEE......................................B
Franchisee’s Status as an Independent Business Owner...........B
Required/Recommended Bank Accounts..................................B
Obtaining Approval for Your Site...............................................B
Special Laws, Licenses and Permits............................................B
Required Equipment, Furniture and Supplies............................B
Required Insurance Coverage....................................................B
Signage and Logo Specifications................................................B
Checklist for New store..............................................................B
(C)
STANDARD OPERATING PROCEDURES
(Post-Launch Support)
Introduction...............................................................................C
Elements of an Ideal store.........................................................C
Suggested Working Hours & Holidays.......................................C
Daily Opening and Closing Procedures......................................C
Opening Procedures.........................................................C
Closing Procedures...........................................................C
Features of Point-of-Sale (POS) System.....................................C
Procedures for Accepting Payment...........................................C
Product and Price Range............................................................C
Customer Handling Guidelines .................................................C
Customer Relationship Policy....................................................C
Customer Comment Card..........................................................C
Sample of Customer Comment Card..................................C
Customer Complaint Handling...................................................C
Franchise Reporting Requirements...........................................C
Weekly Sales and Stock Report..........................................C
Marketing Activity Report..................................................C
Finance and Accounting Procedures..........................................C
Billing ...............................................................................C
 Daily Bank Deposits..........................................................C
Petty Cash Expenses.........................................................C
Cash Control.....................................................................C
Stock Preservation Guidelines...................................................C
Hygiene & Sanitation Guidelines...............................................C
Housekeeping Guidelines..........................................................C
Checklist for Housekeeping..............................................C
Employee Uniform/Dress Code.................................................C
Safety and Security Guidelines..................................................C
Human Resource Policies of SAFAL............................................C
Marketing Program of SAFAL.....................................................C
Sample of Marketing Material...................................................C
Ordering Marketing Material from SAFAL.................................C
Marketing Material Order Form................................................C