Franchise Methods

Operating procedures, processes and systems must be adopted by the franchisee in their franchise at all times. These include those given to you in your initial and ongoing franchise training, the Operations Manual, and any other methods of communication that are used either now or in the future. All changes will be notified in writing and will form amendments to the Operating Manual.

Franchise Standards

It is the franchisees responsibility at all times to protect the brand name and maintain the high standards of performance, service and quality that have been laid down by Kalma . Kalma  must maintain their brand reputation for quality and service at all times. Kalma  has a duty to ensure that each franchise operates to the same standards. Where issues occur Kalma  will act quickly to remedy the situation.

The franchisor as a result of extensive research, practical business development and experience has developed a successful business model.  You are acquiring this business model knowledge through your initial and ongoing franchise training.

It is your responsibility to implement these procedures, processes and systems to ensure you protect the brand and continually deliver high levels of performance, service and quality.  This covers all areas of the business including Customer Service, Sales and Marketing, Business Management, Corporate Image, and Employee Training and Management.

Specific Quality Assurance and Performance Standards Policy

Kalma  was established in 2014 to provide consultancy and training services to the health, fitness, sport, leisure, recreation, kids activities and franchise industry. We are based in Sunderland.

Quality is important to our business because we value our customers. We strive to provide our customers with products and services which meet and even exceed their expectations. We are committed to continuous improvement and have established a Quality Management System which provides a framework for measuring and improving our performance.

We have the following systems and procedures in place to support our vision of customer satisfaction and continuous improvement throughout our business:-

1. Gathering and monitoring of customer feedback through feedback sheets in class given out each term
2. Procedure for customer complaints
3. selection and performance monitoring of suppliers against set criteria
4. Training and Development for our employees through CPD
5. Regular analysis and audit of our internal processes
6. Specific and measurable quality objectives which reflect the vision
7. Regular reviews of audit results, customer feedback and complaints by senior team members

The Director has ultimate responsibility for quality but all employees/teachers/franchisees/licensees have a responsibility within their own areas of work so helping to ensure that Quality is embedded within Kalma.  There are a number of quality and performance standards that must be maintained these are listed below:

1. The phone must be answered promptly and politely. Most people who are ringing a business for the first time will not want to leave a message. The telephone should be answered ‘Hello, this is ….(name)…(area) Kalma ‘. Ask for relevant information including: name, age of little one and location to establish want the customer’s needs are before diverting them to the website to book. Always remember it is good practice to have an answering machine asking for all relevant details: name, age and location. Always respond to any messages that have been left as soon as possible.
2. Punctuality is essential. Always turn up to a meeting or an appointment on time. If you are running late, ring ahead to let them know.
3. Always be courteous and respectful to the parents and children.
4. Manage the customer expectations and experience. Always explain what you are doing, why you are doing it and explain any issues that come up.
5. Ensure that you deliver our product / service in the manner that we have taught you. This applies to any third parties you use to deliver products and services too.
6. In the event of any problems always respond promptly to the customer and seek a peaceful resolution.
7. Communicate relevant information to Head Office in accordance with the Manual and Franchise Agreement.
8. Ensure you only order stock, services, supplies and equipment from recommended suppliers to ensure quality.
9. Pay all franchise fees and stock and supply payments on time.
10. Inform Head Office immediately of any problems.
11. Maintain any premises, vehicles and stock in a first class condition.
12. Ensure that you produce any required accounts and management information in an accurate and timely manner.
13. Ensure you put in the required effort and activity to take the business forward.
14. Ensure you have adequate finance available to take the business forward.