This renowned cafe and pastry chain required a comprehensive set of Franchise Operations Manuals to be able to proceed with Master Franchising internationally. The business produces all of its products and has multi-faceted retail outlets therefore there were many requirements. To provide a cost effective solution, we prepared a style, trained the client’s staff in writing the procedures, project-managed, edited and formatted the manuals. We developed a range of manuals with access based on roles within the business: Franchise Management Manual; Marketing Manual and Style Guide; Human Resources Manual; Production Manual and Production DVD’s; Store Management Manual; Sales and Service Manual; 7 Product Manuals.

This Shopping Precinct hosts an annual arts festival in its precinct as a community building event to benefit the artists, the businesses and the community. They wanted to quantify the benefit and impact of the event for all involved and to be able to report to stakeholders. We surveyed attendees at key events throughout the festival, conducted an online survey with artists and conducted a telephone survey with the businesses involved. This allowed us to comprehensively report the impact of the event. We were also able to provide recommendations for improving the festival next year.

This well-known market with a wide range of vendors required a clear understanding of their shopper profile, shopper trends and satisfaction levels. We conduct an annual customer survey and provide in-depth analysis of the results to drill down to factors that most influence shoppers. While core questions remain the same, to monitor progress, each year a new line of questioning is introduced to gain a depth of knowledge. This provides information for the client to make effective marketing decisions, monitor the impact of strategies and keep their board of management informed.

This fast paced, deadline driven construction company was aware of differences among staff. The extent of the issue and reasons for it was not clear and it was difficult to evaluate what steps to take without knowing whether it was associated with commitment, roles and responsibilities, personality conflicts or other factors. We were engaged to interview all staff to get a frank overview of strengths and obstacles to improving the flow of work and better meet the needs of clients. We also interviewed clients by telephone survey to identify quality levels, areas for improvement and growth opportunities. The result was a clear identification of improvements required in the business that could be implemented immediately. In addition, from the client survey we obtained a Net Promoter Score and quotable quotes for marketing purposes.

A local Council required information on usage of taxi ranks to determine their effectiveness. They required statistically valid data from which they could make decisions on whether changes were required. We conducted behavioural observations at peak hours of 11pm to 5am, monitoring usage and behaviour of both drivers and passengers, both within and outside taxi ranks. Data from three research periods has provided a clear picture of usage. It included usage by private vehicles and taxis, capturing the growth in Uber usage. This has provided Council with information to make decisions and inform stakeholders, based on an objective viewpoint.

This service business had legal documents prepared to set up a franchise system but was not franchise ready. There was no Operations Manual and there were many gaps in their systems. We prepared an extensive Franchise Operations Manual, developed a franchise management process and provide ongoing assistance with franchise development. The franchise is in its second growth stage and continues to evolve its systems and its team.

A construction company client had reached growth targets. The founding director decided to take this opportunity to sell his majority share of the business. The directors recognised that it was best to seek an external buyer to take the business to the next stage of growth. It was important the right type of purchaser was found and that clients and staff were not aware of the plans so that business was not disrupted through the lengthy sales process. We were commissioned to project manage the gathering of appropriate information and making the initial approach to potential purchasers. We project managed the entire process from initiating contact with a range of prospects to assisting with providing due diligence information for the purchaser and finalising negotiations with the buyer.

We conducted two research projects for this Shopping Centre to gain a comprehensive understanding of the lapsed shopper experience. Firstly we conducted a survey with people shopping in the vicinity of the centre. This identified lapsed shoppers while also gaining an understanding of people’s awareness and perceptions of the centre and the proportion of people who shop there. We then conducted a focus group with a representative sample of lapsed customers to identify their experience when they shopped at the centre, what influenced them to shop less, what would have them return. The result was tactical information to further enhance the Shopping Centre experience.