Operational excellence is more than a business buzzword—it’s a strategic necessity for franchise and multi-location brands.

As the competitive landscape evolves, brands must deliver consistent customer value while optimizing resources, improving reliability, and driving growth. The chief operating officer (COO) is at the heart of this mission. 

What Is Operational Excellence?  

Operational excellence is the continuous pursuit of improved efficiency, reliability, and effectiveness across all facets of the business. While it has roots in manufacturing practices like Lean and Six Sigma—focused on reducing waste and improving quality—it has since evolved. Today, it’s a holistic framework that integrates people, processes, and technology to align operations with strategic goals. 

For franchise and multi-location businesses, this means building systems that can scale without sacrificing consistency or quality. 

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The Evolving Role of the Modern COO 

The role of the COO has changed dramatically over the past few years. No longer confined to managing daily operations, today’s COO is a strategic partner—driving innovation, aligning operational goals with broader business objectives, and navigating change in an increasingly complex environment. 

To succeed, modern COOs must: 

• Understand and act on real-time data and performance insights 

• Lead cross-functional collaboration 

• Leverage technology to improve visibility and accountability 

• Drive operational strategies that scale 

Their ability to translate vision into execution makes COOs indispensable in steering long-term brand success. 

Tangible Impact on Operations 

The COO’s influence is most clearly felt in the measurable improvements they drive in three core areas: 

• Process Optimization: Identifying and eliminating inefficiencies across workflows. 

• Resource Allocation: Ensuring the right people, tools, and capital are in place to support priorities. 

• Team Alignment: Keeping everyone focused on the company’s strategic goals. 

These actions lead to better productivity, lower costs, and stronger customer satisfaction—creating a clear operational advantage. 

Balancing Innovation, Efficiency, and Cost 

One of the toughest challenges COOs faces is balancing innovation with operational efficiency and cost control. These priorities can often be in tension: innovation demands investment, efficiency requires structure, and cost control can stifle both. 

The solution lies in strategic prioritization. COOs must: 

• Foster a culture of continuous improvement, encouraging small, incremental gains. 

• Use data and KPIs to monitor progress and justify investments. 

• Invest in technology and systems that offer both short-term ROI and long-term scalability. 

When done right, this balance becomes a growth engine rather than a constraint. 

Building a Culture of Continuous Improvement 

Operational excellence isn’t a finish line—it’s a mindset. Successful COOs embed this culture into the organization by: 

• Empowering teams and location managers to suggest and implement improvements. 

• Encouraging collaboration to identify inefficiencies and spark innovation. 

• Recognizing and rewarding initiatives that produce measurable results. 

This cultural shift transforms operational excellence from a top-down initiative into a shared mission across the organization. 

Why Operational Excellence Starts with the COO 

The modern COO is no longer just an operational overseer—they’re a strategic driver of change and innovation. By fostering a culture of improvement and aligning daily execution with big-picture strategy, COOs help their brands stay competitive and agile. 

As the demands on multi-location businesses continue to grow, COOs are uniquely positioned to bridge the gap between vision and execution. Their leadership is essential to turning ideas into action and ensuring operational excellence is not just achieved—but sustained. 

Operational excellence is a broad concept, and many COOs still have questions about how to apply it effectively in today’s business environment. Understanding the difference between operational excellence and efficiency, knowing which KPIs to track, and leveraging the right technologies are all critical components. While operational excellence was once seen as a strategy for large enterprises, it’s now just as essential for emerging and mid-sized brands looking to scale with consistency and control. COOs who prioritize continuous improvement, data-driven decision-making, and aligned leadership are the ones best positioned to turn vision into sustained success. 

Ready to take your operations to the next level?
Download the COO Playbook for Operational Excellence—your guide to proven strategies for driving efficiency, consistency, and scalable growth. 

In an era where brand loyalty is increasingly fragile, businesses operating across multiple locations must ensure consistency in operations, compliance, and customer experience. Over 80% of Quick Service Restaurants (QSRs) have adopted digital tools, yet many struggle to harness the full potential of the data these tools generate. A unified data management approach ensures brand consistency, strengthens compliance, and enhances customer loyalty.

This white paper explores how unifying data from disparate systems through an integrated platform like FranConnect can drive operational excellence, enhance decision-making, and optimise customer retention.

The Challenge: Fragmented Data and Inconsistent Operations

QSR brands and multi-location businesses rely on a variety of digital tools for online ordering, inventory management, workforce scheduling, training, and customer feedback. However, when these tools operate in silos, data remains fragmented, leading to:

• Inconsistent brand experience across locations
• Compliance and regulatory risks
• Poor decision-making due to a lack of real-time insights
• Reduced operational efficiency and increased costs
• Declining customer satisfaction and loyalty

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The Solution: A Unified Data Ecosystem

To overcome these challenges, businesses need a centralised, cloud-native platform that integrates disparate data sources and delivers a real-time, holistic view of operations.

Key Benefits of a Unified Data System:

1. Brand Consistency Across Locations

1. • Standardised training and compliance protocols ensure a uniform customer experience.
   • AI-driven operational analytics detect inconsistencies and provide actionable insights.
   • Automated task management and playbooks help maintain brand standards.

2. Enhanced Operational Compliance

2. • Digitised food safety and quality control checks reduce compliance risks.
   • Real-time tracking of corrective actions ensures compliance with industry regulations.
   • Mobile and offline capabilities enable seamless reporting from any location.

3. Optimised Decision-Making Through AI and Analytics

3. • AI-powered insights generate predictive analytics for growth forecasting.
   • Operational benchmarking enables brands to measure performance against industry standards.
   • Automated insights streamline operational execution, reducing inefficiencies.

4. Improved Customer Experience and Loyalty

4. • A consistent brand experience increases customer trust and retention.
   • Real-time feedback loops help address customer concerns promptly.
   • Integrated customer engagement tools personalise interactions and drive loyalty.

Case Study: The FranConnect Advantage

FranConnect, a leading franchise and multi-location management SaaS platform, serves over 1,500 brands across 146 countries, managing 1.3 million locations. Through its cloud-native platform, FranConnect offers a real-time, data-driven approach to operational consistency, compliance, and customer engagement. By uniting disparate systems, brands gain a single source of truth, ensuring uniform standards across all locations.

Future Trends in Digitalisation and Data Integration

• Agentic AI for Automated Execution: AI-driven automation will streamline compliance and operational execution, reducing human error.
• IoT Integration for Real-Time Monitoring: Unified IoT networks will provide deeper insights into supply chain and operational efficiency.
• AI Video Analytics for Customer Flow Optimization: AI-powered video analytics will enhance customer experience by optimizing store layouts and service speed.

Conclusion: Unifying Data as a Competitive Advantage

In a highly competitive QSR and multi-location business environment, the ability to unify data across disparate systems is no longer optional—it is a necessity. Businesses that leverage integrated platforms to standardise operations, enhance compliance, and deliver a consistent brand experience will gain a competitive edge in fostering customer loyalty and operational excellence.

Written by: Nick Mecozzi, SVP of Solutions, FranConnect

Managing multiple locations comes with unique challenges. From maintaining consistent standards to tackling operations compliance issues and training lapses, running a successful multi-location business requires seamless operations and real-time visibility. That’s where FranConnect’s Operational Excellence Platform steps in— our all-in-one solution helps brands tackle these challenges head-on so executive leadership can focus on streamlining operations and enhancing collaboration to fuel and foster long-term growth.   

Why Operational Excellence Matters   

Today, 72% of customers expect a seamless, high-quality experience across all locations. Failure to meet this expectation risks losing customer loyalty and damaging your brand’s reputation. The traditional approach to managing operations and compliance issues—using fragmented tools for audits, training, and reporting—is no longer enough.   

The FranConnect Operational Excellence Platform “closes the loop” by uniting a quality management solution with audits, employee training, and analytics into one centralized, mobile-friendly solution. This helps brands streamline their processes and foster continuous improvement across all locations.  

Key Features of the Operational Excellence Platform  

Automated Workflows  

Automated workflows streamline auditing and task management by eliminating manual processes and reducing errors. With real-time tracking and monitoring, you can assign corrective actions and ensure no issue is overlooked. Gain instant insights to identify problem areas and address them before they escalate, saving time and maintaining control across all locations.  

Mobile-First Onboarding and Training  

Make training simple and engaging with bite-sized modules your team can access anytime, anywhere—whether on the go or in the breakroom. Streamline onboarding to quickly get new hires up to speed while maintaining brand standards. Plus, effortlessly track progress and stay on top of compliance certifications so your team is always prepared and aligned.  

Advanced Analytics  

Get a clear view of your operations with real-time, customizable dashboards that bring all your data together in one place. Spot trends, track key metrics, and make smarter decisions faster using advanced analytics. With AI-powered tools, you can even predict and prevent hiccups before they happen. It’s all about prioritizing your resources and staying ahead effortlessly.  

Scalable and Flexible  

The platform scales with your brand whether you manage five or five hundred locations. Centralized Standard Operating Procedures (SOPs) ensure consistency, and updates are easily accessible to maintain compliance and quality across each location. Simplify operations and keep them running smoothly as you grow.  

By integrating these powerful features, FranConnect helps reduce fragmented processes, ensuring you can focus on what matters most—your customers and business growth.  

The Benefits You Can Expect  

FranConnect doesn’t just manage compliance and training—it drives business outcomes. With this platform, you can achieve greater efficiency, reduce costs, and maintain brand integrity, regardless of how many locations you manage.  

Here’s how:  

• Consistency Across Locations: Standardize processes and procedures to deliver the same excellent customer experience, whether in Atlanta or New York.  

• Time and Cost Savings: Automate repetitive tasks to free up resources and reduce costs, allowing teams to focus on higher-value activities.  

• Improved Compliance: Proactively monitor audits and training certifications to ensure you meet local and industry regulations.  

• Team Empowerment: Equip frontline employees and location managers with tools that enhance engagement and decision-making, strengthening workplace confidence and collaboration.  

By automating processes, integrating training and analytics, and providing real-time insights, you can future proof your operations and build a more resilient brand to thrive against competitors.  

Real-World Results to Look Forward To  

FranConnect has already delivered measurable success for a range of global brands. For example:  

• Blaze Pizza: Achieved a 10x improvement in compliance across locations through personalized training and operational updates.  

• Tito’s Vodka: Reduced auditing time by up to 75%, helping them scale their operations seamlessly while maintaining consistency.  

• Peco Foods: Improved operational efficiency with real-time tracking, saving time and boosting quality assurance.  

A Game-Changer for Multi-Location Brands  

FranConnect’s Operational Excellence Platform redefines how brands approach compliance, training, and analytics. If your goal is to maintain consistent quality, streamline operations, and set your brand apart, this platform is designed for you.     

Don’t let operational inefficiencies hold you back. Schedule a demo today to discover the potential of FranConnect’s Operational Excellence Platform. Closing the compliance loop is the first step on the path to streamlined operations and business growth.  

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Written by Guest Writer Keith Gerson, CFE – President & CEO of Gerson Advisory Services

When I first started franchising in the early ’70s, we didn’t even have fax machines, let alone the tech we’re using today. I remember lugging around a briefcase full of paper reports to every franchisee visit. Now, as President and CEO of Gerson Advisory Services and former President of Franchise Operations for FranConnect, I’m watching AI revolutionize the franchise industry. It’s been quite a journey, and I’ve got a few thoughts on where we’re headed next.

The CFXO: More Than Just Another Fancy Title

Let me tell you about a conversation I had last month with Scott, a franchisor client of mine. He was frustrated because his top-performing franchisee was threatening to leave the system. “Keith,” he said, “I don’t get it. Their numbers are great, but they’re unhappy. What am I missing?”

This is exactly why I’ve been pushing for the role of Chief Franchise Experience Officer (CFXO). It’s not just another C-suite title to hand out at the company holiday party. The CFXO is your franchisee happiness guru, your system’s empathy engine.

In Scott’s case, a CFXO would’ve spotted the issue long before it reached boiling point. They would’ve noticed that while this franchisee’s numbers were stellar, they hadn’t received meaningful support or recognition in months. Sometimes, it’s not about the numbers – it’s about feeling valued.

From Consultant to Coach: A New Breed of Support

If you’ve been around long enough, you’ll remember the old days when the Franchise Business Consultant’s job was basically to show up, check some boxes, and move on. Thankfully, those days are over.

I was at a franchise conference recently where I heard a franchisee say, “I don’t need big brother telling me to ‘increase sales.’ I need someone who can help me figure out how.” That’s stuck with me because it perfectly captures the shift we need to make.

We’re moving towards what I call Franchise Success Coaches (FSCs). These aren’t just consultants; they’re part business guru, part psychologist, and part cheerleader. They need to be able to dig into the numbers, but also to be able to read between the lines of what a franchisee is really saying.

I’ve seen this work wonders. A client of mine implemented this approach last year. Their customer satisfaction scores have gone up 22% since then. Why? Their FSCs aren’t just looking at sales figures; they’re coaching on everything from staff morale to local marketing strategies.

Tiered Support: Because One Size Fits None

Here’s a hard truth I’ve learned: a franchisee who’s been in business for 10 years needs very different support than someone who’s just opened their doors. Sounds obvious, right? You’d be surprised how many systems still use a one-size-fits-all approach.

I’m betting that many of you have a long-term franchisee who has been in the system for many years and who is consistently a top performer. But when you sat down with him, he was considering leaving. Why? He said, “I’m tired of sitting through the same basic training sessions year after year. I need something more.”

I’ve had those conversations over the years, and that’s when the idea of tiered support really crystallized for me. Now, I advocate for systems where new franchisees get intensive, hands-on support while veterans of your system get advanced strategies and peer networking opportunities. It’s not about less support for experienced franchisees – it’s about different support.

Real-Time Data: The Good, The Bad, and The Game-Changing

Let me take you back to 1991. I was working with a specialty food franchise system, and we had just installed our first real-time POS system. I remember standing in a franchise location, watching those sales figures roll in live for the first time. It was like magic.

Fast-forward to today and the data we have access to is mind-boggling. But here’s the kicker—data alone isn’t enough. I’ve seen franchisors drown their franchisees in numbers without providing any real insights.

The game-changer is using this data to have meaningful conversations. One of my clients was able to spot a trend in negative reviews about the speed of service and worked with franchisees to make immediate improvements. Result? A 15% jump in positive reviews in just three months.

Revolutionizing Franchise Operations with Playbooks.

Playbooks are essential in helping to create stronger, more resilient franchise systems by replicating best practices with unprecedented speed and precision. For franchisors looking to drive consistent performance, this tool is a game-changer. The key is that you’re not just collecting data – you’re using it to drive action. It’s not just about making corporate jobs easier; it’s about giving franchisees the tools and insights they need to succeed.

I didn’t really have to gaze long into my crystal ball, as what I initially thought were future capabilities exist today. FranConnect, I’ve found, has the best playbooks in the business when it comes to franchise operations. They have developed the ability to transform how we use real-time data to drive improvements across franchise systems.

Playbooks can turn data into immediate action. Imagine a restaurant franchise where, if a location’s cleanliness scores drop below a certain threshold, the system automatically assigns a detailed cleaning and maintenance playbook to that franchisee. It’s immediate, targeted support exactly when and where it’s needed.

Playbooks can be created for any performance indicator – customer satisfaction, upselling, you name it. It’s like having your best performers mentor every location, but automated and scalable.

AI and Machine Learning: The New Frontier

Now, I’ll admit that when I first heard about AI in franchising, I was skeptical. I had concerns over data privacy, content ownership, “hallucinations,” ethical concerns, a lack of human touch, etc. But I’ve come around in a big way.

Last year, I heard of a franchised B2B concept that implemented an AI system to generate performance improvement playbooks. The system analyzed data from across their 500 locations and created customized strategies for each location.

The results were impressive, but what really sold me was a conversation I had with their CEO. “For the first time,” he told me, “I feel like the advice we are giving is truly tailored to our franchisee’s locations, not just generic one-size-fits-all solutions.”

The Hybrid Model: Balancing High-Tech and High-Touch

The pandemic forced us all to go virtual, and let me tell you, it wasn’t pretty at first. A franchisor I spoke with at an IFA event told me about one video call where a franchisee accidentally left their mic on while making some colorful comments about corporate. Not their finest hour.

But we learned, we adapted, and now I’m convinced that a hybrid model is the way forward. There’s still no substitute for sitting across from your franchisee, looking them in the eye, and shaking their hand. But the efficiency of virtual check-ins? That’s here to stay.

One approach for consideration is bi-annual in-person visits, with bi-weekly virtual calls. An example could be to deliver in-person visits in January and July, followed by virtual calls every two weeks (26 calls per year), and an option for additional ad-hoc virtual calls as needed.

Another approach could consist of an annual in-person visit (reserved for annual strategic planning and critical hands-on support). These are offset by quarterly extended virtual sessions (2-3 hours) for in-depth reviews and bi-weekly brief virtual check-ins (15-30 minutes for quick updates). It’s recommended that one in-person visit be scheduled in the first quarter for new franchisees.

I’ve also seen systems that offer a flexible system based on each franchisee’s performance.

• High-performing franchisees: Annual in-person visit, with bi-weekly virtual calls.
• Average-performing franchisees: Semi-annual in-person visits offset with bi-weekly. virtual calls.
• Underperforming franchisees: Quarterly in-person visits with weekly calls.
• Additional ad-hoc virtual calls can be scheduled as needed for urgent matters or specific concerns.

Looking Ahead: The Only Constant is Change

As I look back on my five decades in franchising, one thing is clear—this industry never stops evolving. The challenges we face today are different from those we faced in the ’80s, ’90s, or even last year. However, the core of what we do remains the same: supporting franchisees in building successful businesses responsibly.

The future of franchise operations is about embracing technology without losing the human touch. It’s about using data to inform decisions but not letting numbers overshadow relationships. It’s about providing tailored support that evolves as our franchisees grow.

Is it going to be easy? Not at all. But in my experience, the most rewarding things rarely are. As we navigate this new frontier, let’s remember why we got into franchising in the first place – to help people achieve their dreams of business ownership.

Here’s to the future of franchising. It’s going to be one heck of a ride!