Franchise Ops Conference 21 Logo

Franchise Operations Conference

The strongest chains are built by strengthening every link. The Franchise Operations Conference offers you everything you need to deliver more robust, more sustained growth with a focus on building successful units.

CFE Credits Available
Yes
October 04 - 05, 2021
|

InterContinental Chicago Magnificent Mile
505 N Michigan Ave
Chicago, IL 60611
United States

IFA's 2021 Franchise Operations Conference

#IFAOps21 - REGISTRATION NOW OPEN!

EXCELLENCE STARTS WITH EACH FRANCHISE: Packed with powerful content and the latest learnings, the Franchise Operations Conference is a can’t-miss event for franchise executives and their teams. Connect with successful brands and industry leaders as they share their knowledge and strategies for operational excellence, smart communications, more vital field support, and best-in-class leadership practices. Don’t miss your chance to grow your bottom line by focusing on the front line.

YOUR TEAM GROWS HERE: Field staff, operations managers, VPs of operations, and unit leaders—everyone on your team will learn and grow at this conference.

Ops Attendee Stats 2021

*Event data was extracted from respondents of an anonymous 2019 in-person IFA Operations Conference attendee survey.

Please note, only sponsoring suppliers can attend this conference.

Interested in sponsoring this event? Click here for a list of opportunities or contact Lynette James, Sr. Director of Sponsorships & Exhibits, for more information.

Agenda

Monday, October 4, 2021
Session Title
Registration Desk Open
Time Start
01:30 pm
Time End
05:00 pm
Session Title
Pre-Event Networking Break
Time Start
02:45 pm
Time End
03:15 pm
Session Title
Welcome
Session Summary

Conference Emcee: Michelle Rowan, CFE, President & CEO, Franchise Business Review

Time Start
03:15 pm
Time End
03:30 pm
Session Title
Opening General Session: Anatomy of a Field Visit Gone Wrong
Session Summary

Your worst nightmare: Being filmed while a field visit goes wrong! We did just that and want to share the results with you followed by a lively discussion of what went wrong and why. We will focus on tips, methods, and best practices for optimal operations for the rest of the conference.

Speakers: Michelle Rowan, CFE, President & CEO, Franchise Business Review; Jackie Adams, CFE, Director, Operations, Floor Coverings International; Tim Williams, Director, Operations & Franchise Development, Williams Fried Chicken, Inc.

Time Start
03:30 pm
Time End
05:00 pm
Session Title
Happy Hour
Time Start
05:45 pm
Time End
06:30 pm
Session Title
Sponsored Dine Arounds
Session Summary

Stress-free networking – Need help taking the first step in forging new business relationships? New this year, IFA will be creating small groups of 10 to dine at a nearby restaurant. Get a taste of Chicago while creating bonds with your fellow attendees.

(Included in the registration fee. Restaurant sign-up will be sent closer to the meeting date. Special dietary restrictions will be considered.)

Time Start
07:00 pm
Time End
08:30 pm
Tuesday, October 5, 2021
Session Title
Registration Desk Open
Time Start
07:30 am
Time End
05:00 pm
Session Title
Peer to Peer Networking Continental Breakfast
Session Summary

Grab some breakfast and network with fellow attendees with the same role or brand system size as you. Tables will be labeled accordingly.

Time Start
07:30 am
Time End
08:30 am
Session Title
General Session: Stuck In the Middle With You
Session Summary

Operations folks are in the middle of the corporate team and the franchisees, and responsible for, or can impact, the state of the relationship. This session will discuss:

  • How to drive satisfaction & engagement.
  • An understanding of how the person in the middle navigates the goals of both audiences & gets results on aligning & moving everyone forward.
  • A franchisee's perspective on what makes a world-class FBC.
  • What really matters during a shop visit?
  • How can an FBC prepare for a business consultation to best impact the Franchisee while also fulfilling FBC field obligations?

Moderator: Amy Perkins, CFE, Senior Business Consultant, Ben & Jerry’s
Speakers: Antonio McBroom, Franchise Owner, Ben & Jerry’s; Bill DiPaola, CFE, Chief Operating Officer, Ballard Brands, LLC

Time Start
08:45 am
Time End
09:45 am
Session Title
Concurrent Breakout Session: The People Factor: Creating a Culture for Success
Session Summary

Employee recruitment & retention will make or break every business in the next 5 years.

  • Strategies & best practices to help franchisees & managers find and keep top talent without upsetting their lawyers
  • Tips for supporting franchisees facing hiring challenges, supporting teams that are under-staffed, spread thin... and the retention/turnover related to that
  • How can we teach franchisees the importance of culture on hiring and staff retention?

Moderator: Justin Waltz, VP, Franchise Operations, Big Blue Swim School
Speakers: Kristin Kidd, Director, Operations, The Lash Lounge and Franchisee, School of Rock; Hannah Campion, Franchise Business Coach, Biggby Coffee

Time Start
10:00 am
Time End
11:00 am
Session Title
Concurrent Breakout Session: The Evolution of Field Support 
Session Summary

How has field support evolved over the last year and what does the future of field visits look like.

  • Mobile
    • You went a year with no travel and field visits and had strong results. How to support your franchisees WITHOUT field visits going forward
    • If you went a year with no travel and your company struggled, what about the in-person field visits were key?
    • Your business model has no Brick and Mortar issues - how to best support franchisees and their staff when their best work is done in the customer's home
  • In-Person
    • How it’s split between compliance and coach once you’re back in the field
    • How to technology streamlines operations BUT drives the importance of the FBC role. Franchisors believe that with technology they can save money by reducing staff, but in fact investment in technology should be a doubling down on additional staff support
    • Field Ops vs Store Operations: Differences, Similarities, and where the lines blur

Moderator: Pat Durkee, COO, Office Pride Commercial Cleaning Services
Speakers:  John Francis, Board of Directors, Sports Clips, Inc.; Jillian Lorenz, Co-Founder, The Barre Code

Time Start
10:00 am
Time End
11:00 am
Session Title
Networking Break
Time Start
11:00 am
Time End
11:30 pm
Session Title
Concurrent Breakout Session: There’s a Doctor in the House
Session Summary

Using data and financials to create prescriptive field support.

  • Franchisors gather data from franchisees and should know how they relate to franchisee performance. Use that data to create a diagnosis for the franchisee and make the field visits prescriptive, addressing the diagnosis.
  • Understand what makes franchisees succeed and what makes them fail.
    • How can field ops coach franchisees on these key indicators?
    • How do you determine what your indicators are?
    • What relevant data should be collected?
    • How do you conduct comparisons to the appropriate peer group in your network?
  • How data impacts the visit and the Zee/Field Ops relationship

Moderator: Mary Ann O’Connell, CFE, President, FranWise
Speakers: Jotham Hatch, Training Director, Chem-Dry Carpet & Upholstery Cleaning; Larisa Walega, CFE, VP, Marketing, Ziebart International Corporation

Time Start
11:30 am
Time End
12:30 pm
Session Title
Concurrent Breakout Session: The Evolution of Field Support
Session Summary

(Repeated session from 10:00am)

How has field support evolved over the last year and what does the future of field visits look like.

  • Mobile
    • You went a year with no travel and field visits and had strong results. How to support your franchisees WITHOUT field visits going forward
    • If you went a year with no travel and your company struggled, what about the in-person field visits were key?
    • Your business model has no Brick and Mortar issues - how to best support franchisees and their staff when their best work is done in the customer's home
  • In-Person
    • How it’s split between compliance and coach once you’re back in the field
    • How to technology streamlines operations BUT drives the importance of the FBC role. Franchisors believe that with technology they can save money by reducing staff, but in fact investment in technology should be a doubling down on additional staff support
    • Field Ops vs Store Operations: Differences, Similarities, and where the lines blur

Moderator: Pat Durkee, COO, Office Pride Commercial Cleaning Services
Speakers:  John Francis, Board of Directors, Sports Clips, Inc.; Jillian Lorenz, Co-Founder, The Barre Code

Time Start
11:30 am
Time End
12:30 pm
Session Title
Boxed Lunch with Problem-Solving Roundtables
Session Summary

This group activity adds value to every attendee by connecting them with seasoned franchising and operations experts (“mentors”) in a problem-solving setting. Come prepared with a specific problem in your field you would like to find an innovative solution for. After a brief introduction, the mentor asks participants what their specific problem is and other attendees at the table can offer relevant feedback and ideas based on experience.

Time Start
12:45 pm
Time End
01:45 pm
Session Title
Concurrent Breakout Session: The People Factor: Creating a Culture for Success
Session Summary

(Repeated session from 10:00am)

Employee recruitment & retention will make or break every business in the next 5 years.

  • Strategies & best practices to help franchisees & managers find and keep top talent without upsetting their lawyers
  • Tips for supporting franchisees facing hiring challenges, supporting teams that are under-staffed, spread thin... and the retention/turnover related to that
  • How can we teach franchisees the importance of culture on hiring and staff retention?

Moderator: Justin Waltz, VP, Franchise Operations, Big Blue Swim School
Speakers: Kristin Kidd, Director, Operations, The Lash Lounge and Franchisee, School of Rock; Hannah Campion, Franchise Business Coach, Biggby Coffee

Time Start
02:00 pm
Time End
03:00 pm
Session Title
Concurrent Breakout Session: There’s a Doctor in the House
Session Summary

(Repeated session from 11:30am)

 

Using data and financials to create prescriptive field support.

  • Franchisors gather data from franchisees and should know how they relate to franchisee performance. Use that data to create a diagnosis for the franchisee and make the field visits prescriptive, addressing the diagnosis.
  • Understand what makes franchisees succeed and what makes them fail.
    • How can field ops coach franchisees on these key indicators?
    • How do you determine what your indicators are?
    • What relevant data should be collected?
    • How do you conduct comparisons to the appropriate peer group in your network?
  • How data impacts the visit and the Zee/Field Ops relationship

Moderator: Mary Ann O’Connell, CFE, President, FranWise
Speakers: Jotham Hatch, Training Director, Chem-Dry Carpet & Upholstery Cleaning; Larisa Walega, CFE, VP, Marketing, Ziebart International Corporation

Time Start
02:00 pm
Time End
03:00 pm
Session Title
Networking Break
Time Start
03:00 pm
Time End
03:30 pm
Session Title
Plan, Execute and Coach for Franchisee Success
Session Summary

There is no perfect or standard field visit, but there are ways to ensure success. Now that we have shared ideas, the theories behind them and, their improved outcomes, let’s see how to put them in action. Find out directly from a franchisee, what they expect from their field representatives and how they view a successful coaching session. Then learn from a franchisor and industry expert how you can support a franchisee through the creation of a business plan utilizing technology and your identified KPIs.

Moderator: Dean Hatzitheodosiou, CFE, Sr. Account Executive, FranConnect
Speakers: Mike Gagliano, Owner, Floor Coverings International Oakbrook, IL; Gerry Henley, CFE, President & Founder, Launch to Growth; Joelle Delva, CFE, VP, Operations, Dream Vacations

Time Start
03:30 pm
Time End
05:00 pm
Session Title
Closing
Time Start
05:00 pm
Time End
05:15 pm
Session Title
Conference Adjourns
Time Start
05:15 pm
Time End
05:15 pm
Monday, October 4, 2021
Session Title
Registration Desk Open
Time Start
01:30 pm
Time End
05:00 pm
Session Title
Pre-Event Networking Break
Time Start
02:45 pm
Time End
03:15 pm
Session Title
Welcome
Session Summary

Conference Emcee: Michelle Rowan, CFE, President & CEO, Franchise Business Review

Time Start
03:15 pm
Time End
03:30 pm
Session Title
Opening General Session: Anatomy of a Field Visit Gone Wrong
Session Summary

Your worst nightmare: Being filmed while a field visit goes wrong! We did just that and want to share the results with you followed by a lively discussion of what went wrong and why. We will focus on tips, methods, and best practices for optimal operations for the rest of the conference.

Speakers: Michelle Rowan, CFE, President & CEO, Franchise Business Review; Jackie Adams, CFE, Director, Operations, Floor Coverings International; Tim Williams, Director, Operations & Franchise Development, Williams Fried Chicken, Inc.

Time Start
03:30 pm
Time End
05:00 pm
Session Title
Happy Hour
Time Start
05:45 pm
Time End
06:30 pm
Session Title
Sponsored Dine Arounds
Session Summary

Stress-free networking – Need help taking the first step in forging new business relationships? New this year, IFA will be creating small groups of 10 to dine at a nearby restaurant. Get a taste of Chicago while creating bonds with your fellow attendees.

(Included in the registration fee. Restaurant sign-up will be sent closer to the meeting date. Special dietary restrictions will be considered.)

Time Start
07:00 pm
Time End
08:30 pm
Tuesday, October 5, 2021
Session Title
Registration Desk Open
Time Start
07:30 am
Time End
05:00 pm
Session Title
Peer to Peer Networking Continental Breakfast
Session Summary

Grab some breakfast and network with fellow attendees with the same role or brand system size as you. Tables will be labeled accordingly.

Time Start
07:30 am
Time End
08:30 am
Session Title
General Session: Stuck In the Middle With You
Session Summary

Operations folks are in the middle of the corporate team and the franchisees, and responsible for, or can impact, the state of the relationship. This session will discuss:

  • How to drive satisfaction & engagement.
  • An understanding of how the person in the middle navigates the goals of both audiences & gets results on aligning & moving everyone forward.
  • A franchisee's perspective on what makes a world-class FBC.
  • What really matters during a shop visit?
  • How can an FBC prepare for a business consultation to best impact the Franchisee while also fulfilling FBC field obligations?

Moderator: Amy Perkins, CFE, Senior Business Consultant, Ben & Jerry’s
Speakers: Antonio McBroom, Franchise Owner, Ben & Jerry’s; Bill DiPaola, CFE, Chief Operating Officer, Ballard Brands, LLC

Time Start
08:45 am
Time End
09:45 am
Session Title
Concurrent Breakout Session: The People Factor: Creating a Culture for Success
Session Summary

Employee recruitment & retention will make or break every business in the next 5 years.

  • Strategies & best practices to help franchisees & managers find and keep top talent without upsetting their lawyers
  • Tips for supporting franchisees facing hiring challenges, supporting teams that are under-staffed, spread thin... and the retention/turnover related to that
  • How can we teach franchisees the importance of culture on hiring and staff retention?

Moderator: Justin Waltz, VP, Franchise Operations, Big Blue Swim School
Speakers: Kristin Kidd, Director, Operations, The Lash Lounge and Franchisee, School of Rock; Hannah Campion, Franchise Business Coach, Biggby Coffee

Time Start
10:00 am
Time End
11:00 am
Session Title
Concurrent Breakout Session: The Evolution of Field Support 
Session Summary

How has field support evolved over the last year and what does the future of field visits look like.

  • Mobile
    • You went a year with no travel and field visits and had strong results. How to support your franchisees WITHOUT field visits going forward
    • If you went a year with no travel and your company struggled, what about the in-person field visits were key?
    • Your business model has no Brick and Mortar issues - how to best support franchisees and their staff when their best work is done in the customer's home
  • In-Person
    • How it’s split between compliance and coach once you’re back in the field
    • How to technology streamlines operations BUT drives the importance of the FBC role. Franchisors believe that with technology they can save money by reducing staff, but in fact investment in technology should be a doubling down on additional staff support
    • Field Ops vs Store Operations: Differences, Similarities, and where the lines blur

Moderator: Pat Durkee, COO, Office Pride Commercial Cleaning Services
Speakers:  John Francis, Board of Directors, Sports Clips, Inc.; Jillian Lorenz, Co-Founder, The Barre Code

Time Start
10:00 am
Time End
11:00 am
Session Title
Networking Break
Time Start
11:00 am
Time End
11:30 pm
Session Title
Concurrent Breakout Session: There’s a Doctor in the House
Session Summary

Using data and financials to create prescriptive field support.

  • Franchisors gather data from franchisees and should know how they relate to franchisee performance. Use that data to create a diagnosis for the franchisee and make the field visits prescriptive, addressing the diagnosis.
  • Understand what makes franchisees succeed and what makes them fail.
    • How can field ops coach franchisees on these key indicators?
    • How do you determine what your indicators are?
    • What relevant data should be collected?
    • How do you conduct comparisons to the appropriate peer group in your network?
  • How data impacts the visit and the Zee/Field Ops relationship

Moderator: Mary Ann O’Connell, CFE, President, FranWise
Speakers: Jotham Hatch, Training Director, Chem-Dry Carpet & Upholstery Cleaning; Larisa Walega, CFE, VP, Marketing, Ziebart International Corporation

Time Start
11:30 am
Time End
12:30 pm
Session Title
Concurrent Breakout Session: The Evolution of Field Support
Session Summary

(Repeated session from 10:00am)

How has field support evolved over the last year and what does the future of field visits look like.

  • Mobile
    • You went a year with no travel and field visits and had strong results. How to support your franchisees WITHOUT field visits going forward
    • If you went a year with no travel and your company struggled, what about the in-person field visits were key?
    • Your business model has no Brick and Mortar issues - how to best support franchisees and their staff when their best work is done in the customer's home
  • In-Person
    • How it’s split between compliance and coach once you’re back in the field
    • How to technology streamlines operations BUT drives the importance of the FBC role. Franchisors believe that with technology they can save money by reducing staff, but in fact investment in technology should be a doubling down on additional staff support
    • Field Ops vs Store Operations: Differences, Similarities, and where the lines blur

Moderator: Pat Durkee, COO, Office Pride Commercial Cleaning Services
Speakers:  John Francis, Board of Directors, Sports Clips, Inc.; Jillian Lorenz, Co-Founder, The Barre Code

Time Start
11:30 am
Time End
12:30 pm
Session Title
Boxed Lunch with Problem-Solving Roundtables
Session Summary

This group activity adds value to every attendee by connecting them with seasoned franchising and operations experts (“mentors”) in a problem-solving setting. Come prepared with a specific problem in your field you would like to find an innovative solution for. After a brief introduction, the mentor asks participants what their specific problem is and other attendees at the table can offer relevant feedback and ideas based on experience.

Time Start
12:45 pm
Time End
01:45 pm
Session Title
Concurrent Breakout Session: The People Factor: Creating a Culture for Success
Session Summary

(Repeated session from 10:00am)

Employee recruitment & retention will make or break every business in the next 5 years.

  • Strategies & best practices to help franchisees & managers find and keep top talent without upsetting their lawyers
  • Tips for supporting franchisees facing hiring challenges, supporting teams that are under-staffed, spread thin... and the retention/turnover related to that
  • How can we teach franchisees the importance of culture on hiring and staff retention?

Moderator: Justin Waltz, VP, Franchise Operations, Big Blue Swim School
Speakers: Kristin Kidd, Director, Operations, The Lash Lounge and Franchisee, School of Rock; Hannah Campion, Franchise Business Coach, Biggby Coffee

Time Start
02:00 pm
Time End
03:00 pm
Session Title
Concurrent Breakout Session: There’s a Doctor in the House
Session Summary

(Repeated session from 11:30am)

 

Using data and financials to create prescriptive field support.

  • Franchisors gather data from franchisees and should know how they relate to franchisee performance. Use that data to create a diagnosis for the franchisee and make the field visits prescriptive, addressing the diagnosis.
  • Understand what makes franchisees succeed and what makes them fail.
    • How can field ops coach franchisees on these key indicators?
    • How do you determine what your indicators are?
    • What relevant data should be collected?
    • How do you conduct comparisons to the appropriate peer group in your network?
  • How data impacts the visit and the Zee/Field Ops relationship

Moderator: Mary Ann O’Connell, CFE, President, FranWise
Speakers: Jotham Hatch, Training Director, Chem-Dry Carpet & Upholstery Cleaning; Larisa Walega, CFE, VP, Marketing, Ziebart International Corporation

Time Start
02:00 pm
Time End
03:00 pm
Session Title
Networking Break
Time Start
03:00 pm
Time End
03:30 pm
Session Title
Plan, Execute and Coach for Franchisee Success
Session Summary

There is no perfect or standard field visit, but there are ways to ensure success. Now that we have shared ideas, the theories behind them and, their improved outcomes, let’s see how to put them in action. Find out directly from a franchisee, what they expect from their field representatives and how they view a successful coaching session. Then learn from a franchisor and industry expert how you can support a franchisee through the creation of a business plan utilizing technology and your identified KPIs.

Moderator: Dean Hatzitheodosiou, CFE, Sr. Account Executive, FranConnect
Speakers: Mike Gagliano, Owner, Floor Coverings International Oakbrook, IL; Gerry Henley, CFE, President & Founder, Launch to Growth; Joelle Delva, CFE, VP, Operations, Dream Vacations

Time Start
03:30 pm
Time End
05:00 pm
Session Title
Closing
Time Start
05:00 pm
Time End
05:15 pm
Session Title
Conference Adjourns
Time Start
05:15 pm
Time End
05:15 pm
IFA Member Franchisor/Franchisee
575
$
Register
Additional IFA Member Attendee
525
$
Register
Non-Member Franchisor/Franchisee
1075
$
Register

Location & Travel

The 2021 Operations Conference will be held at the InterContinental Chicago Magnificent Mile in Chicago, IL.

FAQs

To contact the IFA Conferences Department, please email events@franchise.org or call 202-662-0763.

Please note: this program is for franchisors and franchisees only. Only supplier members who are sponsoring the event are able to attend. For information on sponsorship opportunities, please contact Lynette James at ljames@franchise.org or 202-662-0782.

WHAT ARE THE COVID-19 SAFETY PROTOCOLS FOR THE CONFERENCE CITY AND VENUE?

WHAT IS THE CANCELATION POLICY?

CAN I EARN CFE CREDITS BY ATTENDING?

HOW DO I BECOME A SPONSOR OF THE 2021 FRANCHISE OPERATIONS CONFERENCE?

I WOULD LIKE TO SUBMIT MYSELF (OR SOMEONE ELSE) TO BE CONSIDERED AS A SPEAKER. HOW DO I DO THAT?