Franchise Operations

In all food franchise businesses, operations are the key to a profitable store that grows not only in sales but in number of customers that frequent your business.

Some time ago I was working in a large franchise system and a time and motion study was done on one of our restaurants by the local college. This was supervised by a professor and a commercial time and motion company as a project for a group of business management students and was fully funded by the college. During a two week period a student and a member of the time and motion company followed a restaurant manager doing his normal tasks while he was fitted with various instruments that measured heart rate, steps taken etc. while the student and supervisor kept track of task done and expertise needed to manage a high volume restaurant

This study was being done on 15 different businesses ranging from office clerks to senior corporate management in a variety of industries and the findings were amazing.

It was found that on average most people required a high skill level for ten to twenty tasks to do their job no matter what business they were in except for restaurant managers. They stopped counting at two hundred!!

Operations people are generalist, they have to be. Just think of an average day in the life of an ops person. They have to be good at, and know a lot about:

  • Recruitment
  • Selection
  • Training
  • Occupational health and safety
  • Customer service
  • Food safety
  • 10 to 20 different types of equipment. Not only how to use it but how to service and trouble shoot problems
  • Menu’s and pricing
  • Supplier and service company relationships
  • Cleaning for front and back of house as well as equipment
  • Counseling of employees and all the hidden dangers involved legally
  • Marketing, including large campaigns, Local store and community marketing
  • They are local business people and have obligations to their community
  • Alcoholic beverage sales, storage, recipes, laws and all that goes with it.
  • Cooks, chefs and quality control

The list goes on and on!!

Ops is a skill that can be learned to a degree but there must be the background of dedication and attention to the smallest detail in everything they do.

A good ops person can do all that and much, much more over a period of twelve hours, seven days a week with a smile on their face. They are worth their weight in gold. So if you have one, then look after them, they are very rare. Are you an ops person?