BUSINESS MANUAL

Standard Sections of a Business Manual

1. Introduction

Company background
Mission, vision, and core values
Purpose of the manual
How to use the manual

2. Organizational Structure

Organizational chart
Roles and responsibilities of each position
Chain of command
Key contact directory

3. Daily Operations

Store/branch opening and closing procedures
Customer service protocol
Inventory handling
Quality control procedures
Health and safety protocols

4. Human Resources

Hiring and onboarding processes
Employee code of conduct
Attendance and leave policies
Payroll, benefits, and performance evaluation
Disciplinary procedures

5. Product & Service Guidelines

Standard operating procedures (SOPs) for core offerings
Preparation steps (for food businesses like Yummy Fries)
Portion control and pricing
Equipment and tools to be used

6. Sales & Marketing

Branding consistency
Promotions and loyalty programs
Upselling strategies
Social media handling (optional)
Community engagement

7. Financial Procedures

Cash handling and deposits
Daily/weekly sales reports
Reimbursements and petty cash
Supplier payment procedures

8. Customer Service Policies

Customer interaction script
Handling complaints and refunds
Feedback collection
Loyalty programs

9. Franchise/Expansion Readiness (Optional)

Franchise model
Franchisee responsibilities
Brand compliance
Training requirements
PDF for printing
Editable Word/Google Docs version
Optional: Visual slide-style version for training

Optional Add-Ons

Employee Handbook (separate internal staff version)
Training Manual (step-by-step onboarding)
Franchise Disclosure Document (if applicable)
Video SOP companion guide