Why is it important to implement quality control?
The importance of quality control in a franchise is a fundamental part or even building block of a franchisor’s business. Quality control in franchising is aimed at guaranteeing that customers receive the same level of service provision and/or products across any of their locations. This is important because it ensures customer satisfaction, no loss of reputation for the franchisor and a high level of consistency, which is critical to a franchise business.
How does quality control work at a franchise?
Quality control in franchising begins with the establishment of the brand and the products and/or services that it will offer. Once this is established, a standard is set for how future franchisees will operate under the same brand in the future. Despite standards being set, it’s also vital to ensure that they are maintained consistently. As such, quality control at a franchise works in a way that sees the franchisor and their dedicated team focusing on the implementation and adherence to such standards by every franchisee and taking remedial action when necessary. The purpose of this is to ensure that every franchisee and their franchise units offers customers consistency that is expected of the brand.
What’s the role of a franchisor in the quality control process?
The role of a franchisor in the quality control process is crucial. Although quality standards are generally outlined in a franchisor’s operations manual, some franchisees may struggle more than others in implementing them. Consequently, franchisors and their dedicated teams must, as quickly as possible, help the franchisee ensure that they are fully compliant. This can involve initial and ongoing training and propping up franchisees through continuous support. The reason for this is to ensure that one franchisee does not feel frustrated at the dilution of the brand or poor service delivery of another franchisee. This is because such a situation could result in the loss of customers.
What’s the role of a franchisee in the quality control process?
Franchisees also have a responsibility in the quality control process. This emerges through a two-pronged process. On the one hand, they need to ensure that they provide the same standards and levels of service to every single customer in accordance with the parent brand. On the other hand, they need to ensure that they follow the franchisor’s operations manual to the letter to avoid potential conflicts and disagreements. Franchisees often have a strong investment in their franchise unit and adherence and maintenance of high-quality standards is a way of ensuring that they perform well, which they have a personal vested interest in and responsibility for.
