National Franchise Operations Conference 2017 banner

Thursday 18 May 2017, Waterview, Bicentennial Park, Sydney Olympic Park

Conference Program


Coffee, Registration and Networking

Check in and prepare yourself for an amazing day of learning and sharing.


Creating our Learning Culture — Opening Session

Jewli Turier, CEO, Franchise Relationships Institute

Review your learning objectives and get familiar with the day’s program.


Trends in the Use of Metrics to Drive Performance — Research Update

Greg Nathan, Founder, Franchise Relationships Institite

  • Learn from FRI’s latest research into this topic
  • Reflect on how your company compares with current trends
  • Consider how to better collect and use metrics with your franchisees

Creating Meaningful Business Discussions with Franchisees

  • Anthony Stahl, Multi-Unit Franchisee, Boost Juice
  • Rhys Cutifani, Multi-Unit Franchisee, Anytime Fitness
  • Steve Halls, Business Development Manager, Poolwerx

Using Metrics to Improve Your Practice — Small Group Discussions

  • Share your experience on what has been working for you
  • Learn from the experience of your peers
  • Apply your insights from the research and franchisee panel

Energy break and networking


How to Run Effective Franchisee Performance Groups — Expert Panel

  • Rod Bristol, Executive Vice-President, Profit Mastery
  • John Post, Training & Development Manager, Kwik Kopy
  • Brendan Green, CEO, Hire A Hubby
  • Mark Jenkins, CEO, Resurg

Trends in Data Collection and Analysis

A panel of technology experts will share popular tools for gathering and synthesising data, as well as updating us on what’s coming down the pipeline.



Lunch and Networking


Concurrent Case Studies

Choose one that best suits your needs. If you’re here with your team, split up and share the learning.

Secrets to Successful Franchisor Leadership — Mentoring Session

  • Steve Rafsky, CEO, Paggett Business Services, USA
  • Lynne Gallucci, GM of Retail Operations, Priceline
  • Karim Messih, CEO, Zambrero
  • Steve Hanson, CEO, Thinkdone

Using KPIs and Benchmarking to Help Franchisees Work ON Their Business — Case Studies

  • Brendan Green, CEO, Hire a Hubby
  • Lise Stothart, CFO, San Churro
  • Tony Allison, CEO, Night ’n Day
  • Ashley Clemmett, GM Member Network Support, Laser Group

Using Psychology and Metrics to Build a High Performance Culture — Expert Session

Paul Saunders, Psychologist and National Leadership & Learning Manager, Priceline

  • Applying psychological insights to build a high performance culture
  • How to ensure your training delivers tangible business outcomes
  • Measuring the ROI on franchisee and franchisor training

Energy break and networking


Round Tables

“If you can't measure it, you can't improve it” — Peter Drucker

Participate in two round tables of your choice, listen to the experience of others, and share what works for you. We will also collect and disseminate the findings from the round tables so you gain access to the collective intelligence in the room!

1. Conducting useful financial discussions with high performance franchisees

What do high performing franchisees want from you? What types of discussions add the most value?

2. Preventing franchisees from getting into financial difficulty

What are the most common types of difficulties and warning signs? How do you get franchisees to take preventative action?

3. Getting franchisees to submit accurate and timely financial data

Why don’t franchisees want to share their data? What makes them more comfortable to share their data?

4. Measuring and improving franchisee compliance to brand standards

What’s the best way to objectively measure brand compliance? What makes franchisees take brand standards seriously?

5. Using Franchisee Excellence Awards to drive network wide performance

What types of Awards are used and how are these measured? How do you best leverage the benefits of Awards?

6. Using franchisee surveys to measure and improve franchisee satisfaction

What do you measure and how do you gather this data? How do turn survey data and insights into action?

7. Helping franchisees to measure and improve the productivity of their staff

How do you measure staff productivity? What strategies and tools help to improve staff productivity

8. Measuring and improving the effectiveness of your field support

How do you know your field visits are effective? What strategies improve positive results and outcomes from visits?

9. Measuring and improving the effectiveness of franchisee training programs

How do you know training program are effective? What strategies improve the effectiveness of training?

10. Measuring and improving the effectiveness of franchisee meetings and conferences

How do you know your meetings and conferences are effective? What strategies improve the effectiveness of meetings and conferences?

11. Using incentive programs and performance ladders to improve franchisee performance

What types of incentive programs are used? How do you measure and maximise their effectiveness?

12. Setting up effective franchisee peer groups that drive performance

What’s the best way to organise and lead these groups? How do you maximise their effectiveness?

13. Your top KPIs for helping franchisees improve their profitability and cash flow

What KPIs do you review with franchisees and why? How do you use these for maximum impact and benefit?

14. Helping franchisees to measure the effectiveness of their local marketing

What are the best measures of marketing success? How can franchisees measure their results?

15. Helping franchisees to set meaningful and measurable goals they will commit to

How do you engage franchisees in goal setting? How do you encourage them to take action on their goals?

16. Helping longer tenure franchisees to stay fresh and engaged

What are the signs a franchisees is becoming complacent? What helps to keep them fresh and engaged?

17. Tools and tips for maximising your effectiveness in the field

How do you prioritise what’s important? What helps you to stay organised and in control?

18. Measuring and improving delivery of the ideal customer experience

How do you define and measure the ideal customer experience? How do you get franchisee commitment to improve this?

19. Measuring and improving your effectiveness as a trusted adviser

How do you know if franchisees trust you? How do you build credibility in the eyes of franchisees?

20. Getting franchisees to make full use of your benchmarking program

Why franchisees may not be making full use of your benchmarking program? How to get them to fully engage and use the data to improve their performance?


Building a Profitable Franchise Network

Steve Rafsky, Chairman & CEO of Padgett Business Services




Networking Event

Reflect on the day and continue the discussion with peers over a relaxed drink.

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