Franchise Manuals: What They Are and When You Need Them
Operation Manuals, Start-up Manuals, and Policies & Standards (P&S) Manuals each play a critical role in supporting a successful franchise system. But how do you know when to develop each one—and why are they separate documents?
At their core, manuals are communication tools. Before creating one, franchisors should ask:
Who is the audience? (Franchisees, employees, or both?)
What is the purpose? (Operational instruction, business launch, or compliance?)
When is the right time? (Based on your stage in the business lifecycle.)
Let’s break down the purpose of each manual with the seasoned pros at JumpStart Franchise Services.
Operations Manual: Your Day-to-Day Playbook
The Operations Manual is the essential guide to running the business, providing franchisees and their teams with clear instructions to replicate your success. It covers daily processes, customer service standards, and brand essentials, helping maintain consistency across locations.
Written in a "why, what, and how" format, it explains:
Why a system exists
What the process or program is
How to implement it successfully
Common topics in an Operations Manual include:
Job descriptions and contact info
Standard operating procedures (SOPs)
Health & safety protocols and emergency procedures
Company history and brand standards
Product and service descriptions
Training and support
Grand opening preparation
Marketing and accounting guidelines
Franchisor and franchisee responsibilities
The Operations Manual is a required part of any franchise disclosure process and demonstrates to prospects that your system is structured and well-documented.
Start-up Manual: Launching the Business
The Start-up Manual helps new franchisees open their doors. Unlike the Operations Manual, which guides day-to-day operations, this manual focuses solely on what it takes to launch the business successfully. Separating the two helps avoid information overload and keeps the content audience-specific.
A typical Start-up Manual includes:
Business formation steps
Licenses, permits, and insurance requirements
Site selection guidance
Initial equipment and inventory purchases
Payroll and merchant account setup
POS setup
Employee onboarding recommendations
Grand Opening plans and checklists
Early-stage marketing strategies
Accounting setup guidance
Most brands refine their Start-up Manual as they transition from the initial Start-up stage to the Growth stage, making improvements based on the experiences of their first few franchisees.
Policies & Standards Manual: Defining Compliance
While the Operations Manual teaches how to run the business, the Policies & Standards (P&S) Manual defines the must-do’s of your franchise system. It outlines what is required for brand consistency and compliance with the Franchise Agreement.
In short:
Policies are mandatory rules franchisees must follow.
Standards are benchmarks the franchisor expects franchisees to meet.
As the franchise grows and more locations open, the P&S Manual becomes essential for scaling brand consistency and legal compliance. It also requires more frequent updates than the other manuals to reflect evolving brand practices.
Typical policies and standards include:
Approved products and services
Warranty adjustment procedures
Store image and upkeep (uniforms, hours, cleanliness)
Use of trademarks and trade dress
Advertising and inventory requirements
Required franchisee meetings and events
When Should You Develop Each Manual?
Manual Primary Purpose Best For Stage Audience
Operations Manual How to run the business Start-up & Growth Franchisees + Employees
Start-up Manual How to open the business Start-up & Early Growth New Franchisees
P&S Manual Compliance & brand standards Growth Franchisees
In the Start-up stage, a single Operations Manual may cover both operations and start-up needs. As your system grows, developing a separate Start-up Manual and later a P&S Manual creates clarity and scalability.
Final Thoughts
Manuals aren’t just documents—they’re tools for creating a repeatable, scalable, and compliant franchise system. Whether you’re just starting or scaling fast, knowing which manual to develop (and when) helps you support your franchisees and protect your brand.
Need help building the right manuals for your franchise? Contact JumpStart Franchise Services today.
(866) 274-1693
