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The Franchise Association of New Zealand Inc. Proudly Presents

The 22nd Annual WESTPAC NEW ZEALAND

FRANCHISE AWARDS

(Booklet 2)

Franchise System & Franchisee AWARDs

QUALIFIED ENTRANT CRITERIA

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KEY DATES:

Awards Entry Applications by: 9.00am Monday 22nd August 2016 Interview dates: Monday 5th – Wednesday 14th September 2016 Audio Visual information by: Friday 9th September 2016 Winners announced: at the Awards Ceremony Dinner – Rendezvous Hotel Auckland

Saturday 12th November 2016

You are invited to enter the Westpac New Zealand Franchise

Awards 2016/2017

THE BENEFITS The Westpac New Zealand Franchise Awards are designed to recognise franchising’s highest performers and provide them with valuable business and marketing advantages. The process of entering invites entrants to critique their business using key performance measures within the recognised Baldrige methodology. Benefits include: • All entrants benefit from the unique opportunity to have their businesses independently evaluated against the criteria. • Award winners will receive a trophy that they can proudly display. • Award winners will receive substantial media coverage; feature on the Association’s website and at key events held around the country and will also be profiled by the Awards media partners and other publications throughout the year. • Winning an Award is recognition that the winner operates at the highest level within their industry. This adds value to the winner’s business and offers valuable marketing opportunities. • For franchise systems and master franchisees, it may enhance their ability to recruit high calibre franchisees. • For franchisees, it may enhance their ability to expand their business, to take on additional franchises or to sell their business for a higher value. • For service providers, it recognises them as top performers in their field and may attract new clients.

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THE OBJECTIVES The objectives of the Westpac New Zealand Franchise Awards are to: • Add value to all entrants: franchise systems, master franchisees, franchisees and service providers. • Celebrate excellence in franchised businesses and businesses servicing the franchise industry. • Promote franchising as a successful business format. • Enhance the overall perception of franchising as a vital, growing and key business contributor within New Zealand. • All Award recipients will be permitted and encouraged to feature details of the Award in their own advertising/promotional material. • Alignment of our Award processes with the New Zealand Business Excellence Foundation allows for a seamless progression for winners into the New Zealand Business Awards (should they wish).

HOW THE AWARDS WORK The Franchise Association of New Zealand has been working closely with the New Zealand Business Excellence Foundation since 2007 and has successfully upgraded the National Franchise Awards process, criteria and structure. As some background to this relationship - the New Zealand Business Excellence Foundation administers the New Zealand Business Excellence Awards which recognise the top performing organisations in New Zealand. In past years many of our Franchise Awards winners have gone on to enter the New Zealand Business Awards with great success. The Awards incorporate a four stage assessment process – as follows:

Stage 1 The Expression of Interest form will register your interest in applying for the Awards. The deadline for receiving expressions of interest is Friday 1th June 2016. Organisational Business Profile (aim for 500 words).

Stage 2 The Qualified Entrants will be notified by Friday 17th June 2016. At this point they will be asked to provide a more detailed application (up to 12 pages maximum including graphs), to be received no later than 9.00am Monday 22nd August 2016. Stage 3 Independent evaluators will assess entrants' applications. The evaluators will contact all Qualified Entrants by telephone prior to the interviews, commencing from Monday 5th to Wednesday 14th September 2016 the evaluation process. If you have not been contacted please contact, Fiona Gavriel 09 489 8791 or 027 430 3629 or email: fiona.gavriel@nzbef.org.nz and/or Ian Ris 09 489 8792 or 021 706 073 or email: Ian.ris@nzbef.org.nz Stage 4 Winners will be announced at the Westpac New Zealand Franchising Awards dinner on Saturday 12th November 2016 (Venue: Rendezvous Hotel – Auckland). Note: The Association reserves the right to invite applications for entry throughout stages 1 and 2 of the Awards process where it considers the level of business standard within an organisation to be of the appropriate calibre.

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THE VALUE

Principal Sponsor

"Westpac is proud to sponsor the 2016/17 Westpac New Zealand Franchise Awards. Our support forms part of our long standing partnership with the Franchise Association and commitment to driving business excellence in the franchising industry. This is an outstanding opportunity for franchises and service providers to recognise their own hard work and achievements. Through the judging process, they will come away with valuable insights on how to improve their business and will be well positioned to take advantage of the growing economic climate. A number of new categories as well as an easier and more streamlined entry process make this the right time to enter. Systems can also acknowledge the hard work from their Head Office staff by entering them in the “Field Support Manager" category and lift the value of their brand and the individual franchisees businesses through the process of entering. The new c community service awards reflect business engagement with their local communities which is often an element of business success. As a proud supporter of business, Westpac is thrilled to once again be associated with these prestigious awards. We applaud all those businesses that enter these awards and look forward to celebrating those successful entrants on the night.” Daniel Cloete, Westpac - National Manager Franchise

EVALUATION AND JUDGING PANELS

The evaluators and judging panel for all qualified entrants will be selected in conjunction with the New Zealand Business Excellence Foundation to ensure a high calibre of business acumen and confidentiality. The Media Campaign of the Year will be judged by a panel of media experts and the judging of the Franchise Export Award will include someone appointed by New Zealand Trade and Enterprise Franchise specific training is undertaken also to ensure evaluators/ judges are aware of and familiar with, the key aspects that relate specifically to franchising. Again (as indicated in the initial Expression of Interest process) this group will be selected to reduce any potential conflict of interest. Neither the Franchise Association Board and staff, nor any current franchise system owner/operator will be involved in or privy to any aspect of the evaluation/judging process. The Franchise Association may include the Association’s appointed Membership Scrutineer to ensure franchise system compliance at the time of entry.

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AWARD CATEGORIES

The Awards are split into Categories this booklet contains the criteria questions for the Franchise system and Franchisee Industry Related Awards.

This is booklet 2 for the following awards. FRANCHISE SYSTEM & FRANCHISEE AWARDS

The following Awards are eligible for the WESTPAC Supreme Awards.

BUSINESS SERVICES Category (2 awards), Best Franchise System and Best Franchisee A business that provides a service to other businesses: i.e. Commercial Cleaning, Coaching, Printing, Bookkeeping, Marketing, Signage etc. Retail Category (2 awards), Best Franchise System and Best Franchisee A business that runs a Retail Shop or Outlet for the purpose of selling product and/or services to the consumer. Food & Beverage Category (2 awards), Best Franchise System and Best Franchisee A business that provides Food and/or Beverages for sale. Home Services Category (2 awards), Best Franchise System and Best Franchisee A business that provides services in and around the home: i.e. Cleaning, Renovating, Building, Lawns etc. Lifestyle Services Category (2 awards), Best Franchise System and Best Franchisee A business that provides services to individuals that enhances their lifestyle: i.e. Mortgage Finance, Health or Medical Services, Vehicle Repairs, Real Estate Sales etc.

The 5 winners of the Best Franchise System of each category are eligible for the Westpac Supreme Award – Franchise System of the Year The 5 winners of the Best Franchisee of each category are eligible for the Westpac Supreme Award – Franchisee of the Year

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PLEASE READ The Business Excellence Foundation What the Evaluators are Looking For:

The criteria by which you are being assessed for an award are based around the Criteria for Performance Excellence as used by the NZ Business Excellence Foundation in its evaluation of applicants for a National Award. It is not the full criteria as the focus here is on ascertaining an award winner.

The criteria are broken down into 7 categories, and further into 17 questions. 1000 points are allocated across the categories, and these are allocated as 550 points for the first 6 categories which are the Process categories. The last category which is allocated 450 points, is the Results category. As you can see, there is an emphasis on providing results.

When assessing your responses to the questions in the first six (Process) categories, the evaluators are looking for the following:

a. The methods you use to choose and carry out a particular process

b. How you communicate your methods throughout your business

c. How you learn and improve your methods

d. How aspects of each category are integrated with your overall business methodology

When assessing your responses to the questions in the last (Results) category, the evaluators

are looking for the following:

a. Your current levels of performance on a meaningful scale (graph)

b. Performance trend, or rate of performance improvement (longer period is better)

(graph)

c. Explanation of poor or reduced performance events (written)

d. Comparison of own results against competitors, similar organisational aspects,

industry standards, identified best practices, or benchmarks (graph)

e. Future projections (graph)

For each criteria question, there are a number of suggested areas on which to base your response. These areas such as (Setting of Vision, Mission and Values in Leadership 1.1) have been determined to be areas that organisations deemed to be excellent and utilising best practices, commonly have processes for. Scoring There are two scoring guidelines provided to you with the application documentation. The first covers the first six (Process) categories, and the second covers the last (Results) category. The guidelines are made up of bands within which are a range of percentages of the question values i.e. (70%, 75%, 80%, 85%). The evaluator will read your response to the questions, and then determine the appropriate score based on the comments for each band.

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APPLICATION CRITERIA FOR FRANCHISE SYSTEM AND FRANCHISEE AWARD CATEGORIES

The following Award framework is designed so that all entrants are judged under the same criteria across the above category. The criteria descriptors provide a greater clarity on the information that should be considered when compiling your entry. The criteria are closely aligned with the accepted Business Awards best practice models (regionally and nationally). The defining nature of franchising however is not lost as Evaluators and Judges are trained in the key aspects that they should consider when assessing a franchise system, provider and/or franchisee. The following overview, criteria and scoring system applies to above Award category: Your submission is to be a maximum of 12 pages (Including all graphs/tables and charts) – it is important to tell your story and get across your key points. One electronic copy of your entry is to be submitted to awards@franchise.org.nz or the Franchise Association of New Zealand Office by 9.00am Monday 22nd August 2016. You can choose to forward one hard copy to the Association offices (these are used at the judging stage, if you choose not to forward a hard copy, your electronic submission will be printed and used). Please provide answers in written format, under the following headings:

1. Leadership 2. Strategy 3. Customers, (Customers as defined in your Organisational Business profile at the

Expression of Interest Stage) 4. Measurement, Analysis and knowledge Management 5. Workforce (Workforce as defined in your Organisational Business Profile at the

Expressions of interest stage) 6. Operations 7. Results

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QUALIFIED ENTRANTS QUESTIONAIRE Section 1: Leadership - (120 points)

Q1.1 Senior Leadership – (70 points)

What processes do senior leaders use to lead the organisation?

Points to consider:

Setting of Vision, Mission and Values

Promoting Legal and Ethical Behaviour

Creating a successful organisation

Communication throughout the organisation

Q1.2 Governance and Societal Responsibilities – (50 points)

What processes are used to govern your organisation and fulfil societal responsibilities?

Points to consider:

Governance system employed

Performance measurement of governance and senior leadership

Legal and regulatory compliance

Community Support

Environmental responsibility

Section 2: Strategy (85 points)

Q2.1 Strategy Development – (45 points)

What processes are used to develop your strategy?

Points to consider:

Strategic Objectives

Strategic Planning

Innovation

Collection and Analysis of strategic data.

Competitive Advantage i.e. Operational Processes

Develop work systems

Long Term Business Sustainability

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Q2.2 Strategy Implementation –(40 points)

What processes are used to ensure your strategy is implemented?

Points to consider:

Action Plan Development and Deployment

Action Plan Implementation

Resource Allocation

Workforce Plans

Performance Measurements and Projections of Action Plans

Modification of Action Plans

Section 3: Customers (85 points)

Q3.1 Voice of the Customer - (40 points)

What processes are used to obtain information from your customers?

Points to consider:

Listening To, Interacting With, and Observing Current Customers

Listening To, Interacting With, and Observing Potential Customers

Determine Customer Satisfaction, Dissatisfaction

Satisfaction of Customers with your Organisation Relative to Other Organisations

Q3.2 Customer Engagement – (45 points)

What processes are used to engage with your customers through serving their needs and building relationships with them? (As previously defined in your organisations business profile).

Points to consider:

Determining what Products or Services to Offer

Providing Information to Customers

Determining Customer Groups and Market Segments

Building Customer Relationships

Managing Complaints?

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Section 4: Measurement, Analysis and Knowledge Management (90 points)

Q4.1 Measurement, Analysis, and Improvement of Organisational Performance – (45 points)

What processes do you use to measure, analyse, and improve organisational performance?

Points to consider:

Performance Measures

Data for Comparisons

Customer Data

Review of key performance indicator, KPI

Use of KPI’s to review the organisations performance and identify your future

capability requirements

Q4.2 Knowledge Management, Information, and Information Technology – (45 points)

What processes are used to manage organisational knowledge assets, information, and

Information technology infrastructure?

Points to consider:

Determining and Sharing Best Practices

Future Projection of Performance

Continuous Improvement and Innovation

Section 5: Wworkforce (85 points)

Q5.1 Workforce Environment – (40 points)

What processes are used to build an effective and supportive workforce environment?

Points to consider:

Determining Workforce Capability and Capacity

Recruitment, Induction, Retention

Workforce Management

Change Impact on your Workforce

Workplace Environment

Workforce Benefits and Policies

Long term sustainability

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Q5.2 Workforce Engagement – (45 points)

What processes are used to engage your workforce to achieve a high-performance work environment?

Points to consider:

Setting the Workplace Culture

Performance Management

Learning and Development of Workforce including Leaders

Learning and Development Effectiveness

Career Progression

Section 6: Business Operations (85 points)

Q6.1 Business Processes – (45 points)

What are your processes for designing, managing, and improving your key products and business processes?

Points to consider:

Product/Service and Business Requirements

Product/Service and Business Design

Process Implementation

Support Processes

Process Improvement

Innovation Management

Environmental Impact

Q6.2 Operational Effectiveness – (40 points)

What are your processes for ensuring effective management of your operations?

Points to consider:

Determine Efficiency and Effectiveness of Your Processes

Supply Chain Management

Occupational Safety and Health

Emergency Preparedness

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Section 7: Results (450 points)

Q7.1 Product and Process Results – (90 points)

What are your product performance and process effectiveness results?

Points to consider:

Customer Focused Product/Service Results

Work Process Effectiveness Results

Supply Chain Management

Q7.2 Customer Focused Results – (90 points)

What are your customer-focused performance results?

Points to consider:

Customer satisfaction/dissatisfaction results

Customer engagement results

Q7.3 Workforce Focused Results – (90 points)

What are your workforce-focused performance results?

Points to consider:

Workforce Capability and Capacity Results

Workforce Satisfaction and Engagement Results

Workforce and Leadership development results

Q7.4 Leadership and Governance Results – (90 points)

What are your senior leadership and governance results?

Points to consider:

Senior leadership engagement with workforce and customer

Governance accountability

Legal and regulatory results

Ethical behaviour results

Societal responsibility results

Achievement of strategic and action plan results

Q7.5 Financial and Market Results – (90 points)

What are your financial and marketplace performance results?

Points to consider:

Financial performance results

arketplace performance results

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PLEASE NOTE: All entries must have been in business for at least one fiscal year. This is to provide sufficient financial information for the judges to consider.

FEEDBACK REPORTS! Eight years ago we introduced feedback reports, which have proved to be very popular. These are designed to assist in assessing, developing and improving your business/es further. There is cost associated with this – rather than increase entry costs and make this aspect mandatory we have chosen to offer this as an optional service. The reports will be available at a cost of $370 + GST. FAQ & CHECK LIST FOR ALL AWARDS Do I have to enter my franchise system and master franchisees separately from my franchisees? Yes, you need an individual entry form for every entry you wish to put in. How many entries can I put in? One for each franchisee in your system, one for each master franchisee and one for your franchise system. Plus one each for any special or individual or community award. Do I have to fill in a separate entry form for each one? Yes. A registration form must be completed and forwarded with each entry. When do I send the Audio Visual information and what is required for the Awards Ceremony Evening? The deadline for the Audio Visual information is 9th September 2016. Audio Visual Requirements: PHOTOS: Maximum of 4, minimum of 2. format: JPEG OR TIFF, Size: minimum 1000px x 1000px at 300dpi resolution. Recommendation for FRANCHISEE Entrants: A Single portrait in uniform (branded) if practical/ applicable, plus a team photo (if applicable) and another photo(s) of the store/business /or product (s). Recommendation for FRANCHISOR Entrant: A team photo(s) and a photo(s) of stores/business or product(s). COMPANY LOGO: format: EPS. or PDF. High resolution.

Will my entry information be kept confidential? Yes, we have asked you to submit four copies of your entry material. These are sent directly to the Evaluators/Judges under confidential cover and destroyed at the end of the Awards process. The Evaluators/Judges are acutely aware of the sensitive nature of the information being supplied.

Franchise Association of New Zealand Inc. P O Box 217145 Botany Junction, Auckland 2164 Phone: 09 274 2901 • Fax: 09 274 2903 Email: awards@franchise.org.nz Web: www.franchiseassociation.org.nz