Over the years, as I created Operations Manuals for friends, clients, and various businesses, I often reflect on how my journey began. I still remember, almost 20 years ago, one of the very first operation manuals I ever wrote—ironically for a small coffee shop. When I look back at that manual today, I cannot help but a Haha. It was terrible. But that early attempt became an important milestone. It taught me what worked, what didn’t, and just how much clarity and structure truly matter in building a proper manual.
Those early projects shaped my understanding of what an Operations Manual should be. They pushed me to refine, improve, and eventually standardise the approach into what I now call my 10 essential chapters. This structure did not emerge from theory, it was forged through understanding, trial, error, and real experience. Over time, I realised that if a manual contained these ten elements, it could guide any operator, support any franchise, and withstand the test of daily operations from the morning he opens the door until the night when he shut the shutters of the premises. That is why I have held firmly to this framework all these years. Stick to these ten chapters and you will be fine.
1. Background of business and Franchise Opportunity
The first chapter lays the foundation by explaining the origins of the business, its mission, vision, values, and overall philosophy. It articulates the purpose behind the brand and frames the franchise opportunity so that franchisees understand not just what the business does, but why it exists. This alignment of purpose is crucial before engaging in operational details.
2. Corporate Identity and Branding
A consistent brand identity builds recognition and trust. This chapter explains how the brand should be presented visually and verbally. By setting out the standards for logos, colour schemes, communication style, and overall branding, it ensures that every outlet—regardless of who operates it—reflects the same identity and professionalism.
3. The Franchise Outlet
The physical environment of the outlet is a key part of the customer experience. This chapter provides the requirements for outlet layout, design, equipment specifications, and compliance with all relevant regulations. It ensures that each location is constructed and arranged to support efficient workflow, operational consistency, and a uniform customer experience across the brand. This chapter also includes the approved suppliers and procurement listings, ensuring that every outlet uses standardised materials, equipment, and resources that meet the brand’s quality expectations.
4. Human Resource and Employment Related Matters
People make or break any business. This chapter outlines employment guidelines, job roles, behavioural expectations, training requirements, and workplace policies. By establishing clear HR standards, it helps franchisees recruit, manage, and develop a competent and reliable team. Including a standard employment letter and related HR documentation within this chapter further strengthens the framework, providing franchisees with ready-to-use templates and ensuring consistency in hiring practices across all outlets.
5. Manager’s Manual
The manager is the anchor of daily operations. This chapter explains the responsibilities of the manager, including supervising staff, managing stock, handling financial reports, and ensuring operational discipline. It equips managers with the systems, routines, and leadership principles needed to run the outlet effectively.
6. General Operation
This chapter defines the daily workflow of the business, including opening and closing procedures, cleanliness and safety standards, and operational requirements. By clearly setting out the expected routines, it ensures every outlet operates smoothly and consistently, regardless of location or personnel.
7. Staff Operation
This chapter details their tasks, the correct use of tools and equipment, service steps, and safety protocols. When staff follow standardised procedures, the business delivers a predictable and reliable experience to customers.
8. Customer Relations
This chapter describes how to engage with customers professionally, how to address concerns, and how to create a welcoming environment that encourages repeat visits. It reinforces the importance of building strong relationships and maintaining the brand’s reputation.
9. Marketing & Advertisement
To sustain growth, every outlet must contribute to the brand’s presence. This chapter outlines how marketing activities should be carried out, which standards must be followed, and what approval processes are required. It ensures that promotional efforts—whether local or national—remain aligned with the overall brand strategy.
10. Third-Party Infrastructure
Modern businesses rely on external systems and partners. This final chapter documents all third-party platforms, vendors, suppliers, and support services that the outlet must use. Standardising these ensures operational stability, reliable technology, and consistency throughout the franchise network.
Appendices
In addition to the core chapters, I also include a comprehensive appendices section containing sample letters, standard forms, operational documents, and relevant financial and accounting templates. These supporting materials provide practical, ready-to-use tools that operators can immediately implement. By offering real examples—whether it is a staff notice, a procurement form, or a basic financial record template—the manual becomes not merely a reference guide but a complete operational toolkit that strengthens consistency and reduces guesswork for every franchisee.
Legal Importance of the Operations Manual Under Malaysian Law
Under the Malaysian Franchise Act 1998, the Operations Manual is a mandatory and legally significant document. Sections 6 and 7 require franchisors to submit the manual to the Registrar before they are allowed to offer or sell a franchise, making it an essential component of franchise registration. Section 11 reinforces its importance by requiring any changes to the franchisor’s operational system—whether procedures, standards, or methods of operation—to be updated with the Registrar, thereby ensuring that the manual remains accurate and aligned with the registered franchise particulars. Most notably, Section 26 expressly recognises the Operations Manual as a confidential document, requiring franchisees to provide a written guarantee that they will not misuse, disclose, or communicate its contents to others. Collectively, these provisions demonstrate that the Operations Manual is not merely an internal guide but a protected, enforceable, and central element of the Malaysian franchise system, crucial for maintaining consistency, safeguarding proprietary know-how, and ensuring legal compliance across the franchise network.
Conclusion
Through years of drafting manuals and guiding business owners, I discovered that these ten chapters provide the perfect balance: not too broad, not too overwhelming, but complete enough to support any franchise or operational system. They cover everything an operator needs to understand, implement, and maintain the business model. When a business follows this structure, it becomes easier to train new staff, onboard franchisees, preserve brand integrity, and replicate success across multiple locations. That is why I continue to adhere to this ten-chapter framework it has stood the test of time, and it remains one of the most practical and powerful tools for building a strong and scalable operational foundation. All in all, a well-developed Operations Manual based on this structure will typically amount to at least 120 pages, excluding appendices. The bulk of the content naturally falls within Chapters 4, 5, 6, and 7, as these sections cover the detailed human resource guidelines, managerial responsibilities, operational workflows, and staff-level procedures that form the core of day-to-day execution.
Note: It is also important to note that there will naturally be overlapping content between the Operations Manual and the Training Manual, particularly within Chapters 4, 5, 6, and 7. These chapters—covering Human Resource guidelines, managerial duties, general operational procedures, and staff-level task execution, form the backbone of day-to-day operations and are therefore essential for both documentation and training purposes. While the Operations Manual sets out the standards, expectations, and procedural requirements, the Training Manual transforms these same elements into teaching materials, step-by-step instructions, competency development modules, and practical exercises. This overlap is both intentional and necessary, as it ensures consistency between what is documented and what is taught, allowing franchisees, managers, and staff to align seamlessly with the operational model
