- BSBFRA504B - Manage relationships with franchisees
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBFRA504B Mapping and Delivery Guide
Manage relationships with franchisees
Version 1.0
Issue Date: June 2024
Qualification | - |
Unit of Competency | BSBFRA504B - Manage relationships with franchisees |
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Description | This unit describes the performance outcomes, skills and knowledge required to manage relationships with franchisees.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | This unit applies to franchisors with a well established, sound theoretical knowledge base in franchising who are proficient in using a range of specialised technical and managerial techniques to establish, manage and maintain relationships with franchisees. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | |||
Competency Field | Management and Leadership - Franchising |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Establish relationship with franchisees |
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Element: Facilitate customer service provision to franchisees |
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Element: Provide advice to franchisees |
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Element: Review management of relationship with franchisees |
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Evidence Required
List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package. | |
Overview of assessment | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Evidence of the following is essential: creating strategies and processes to manage relationships with franchisees providing advice to franchisees analysing franchisee needs knowledge of relevant legislation, codes of practice and national standards. |
Context of and specific resources for assessment | Assessment must ensure: access to business documentation access to feedback from franchisees access to an actual workplace or simulated environment access to office equipment and resources. |
Method of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of franchising arrangements evaluation of research undertaken to inform advice provided to franchisees review of strategies and practices used to manage relationship with franchisees. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBFRA502B Manage a franchise operation. |
Submission Requirements
List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here
Assessment task 1: [title] Due date:
(add new lines for each of the assessment tasks)
Assessment Tasks
Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
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Required skills |
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities business planning and management skills to provide customer service support to franchisees communication and negotiation skills to establish and support relationships with franchisees problem-solving skills to address issues in relationship with franchisees. |
Required knowledge |
legislation, codes of practice and national standards relating to occupational health and safety (OHS), company law, fair trading, anti-discrimination and other areas specific to the franchise operation Franchising Code of Conduct franchise specific obligations: as per franchise agreement as per updates and amendments to agreement over time. |
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. | |
Other communication channels may include: | contact via email, mobile/office based telephone, pagers and other emergency contact channels meeting schedules workshops for franchisees |
Services to be provided to franchisees may include: | advice on operational matters assistance with quality assurance assistance with use and maintenance of equipment facilitating the identification of training needs and training delivery |
Required training may be: | scheduled on cyclical basis (such as yearly refresher courses, product knowledge workshops) specified in franchise agreement as franchise is established required by legislation such as first aid, food handling |
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist
Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice | Yes | No | Comments/feedback |
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Establish franchisee advisory council and other communication channels to link franchisee and franchisor to inform best practice and support franchisees and franchise operations | |||
Determine and implement own role on franchisee advisory council | |||
Determine and clarify role and responsibilities as franchisor's representative | |||
Establish schedule of contact with franchisees | |||
Hold initial meetings with franchisees to initiate ongoing relationships | |||
Discuss and clarify roles and responsibilities of franchisor and franchisee with franchisees at initial meetings | |||
Schedule and facilitate services to be provided to franchisees as per agreement | |||
Negotiate and facilitate needs for additional services | |||
Manage marketing or other cooperative funds according to documented agreements with franchisees | |||
Resolve problems arising in service provision with franchisees in line with documented complaint handling procedures as specified in the Franchising Code of Conduct | |||
Maintain currency of information relating to services provided through franchisor | |||
Monitor business activity of franchisees | |||
Provide specific advice to franchisees through required training | |||
Clarify requests for advice from franchisees and provide appropriate responses | |||
Undertake research to inform advice to be provided | |||
Provide timely, accurate advice in a manner that promotes acceptance of that advice | |||
Ensure follow up with franchisee to ensure advice is understood and appropriate responses are made by franchisee | |||
Monitor relationships with franchisees for customer satisfaction | |||
Review strategies and practices to manage relationship with franchisees to identify improvements | |||
Implement identified improvements in managing relationships with franchisees |
Forms
Assessment Cover Sheet
BSBFRA504B - Manage relationships with franchisees
Assessment task 1: [title]
Student name:
Student ID:
I declare that the assessment tasks submitted for this unit are my own work.
Student signature:
Result: Competent Not yet competent
Feedback to student
Assessor name:
Signature:
Date:
Assessment Record Sheet
BSBFRA504B - Manage relationships with franchisees
Student name:
Student ID:
Assessment task 1: [title] Result: Competent Not yet competent
(add lines for each task)
Feedback to student:
Overall assessment result: Competent Not yet competent
Assessor name:
Signature:
Date:
Student signature:
Date: