{"id":290966,"date":"2015-08-13T07:09:00","date_gmt":"2015-08-13T06:09:00","guid":{"rendered":"https:\/\/ac-franchise.be\/les-fonctions-et-support-du-manuel-operationel-par-gilbert-mellinger-4904"},"modified":"2015-08-13T07:09:00","modified_gmt":"2015-08-13T06:09:00","slug":"les-fonctions-et-support-du-manuel-operationel-par-gilbert-mellinger-4904","status":"publish","type":"post","link":"https:\/\/ac-franchise.be\/article\/les-fonctions-et-support-du-manuel-operationel-par-gilbert-mellinger-4904","title":{"rendered":"Les fonctions et support du manuel op\u00e9rationel par Gilbert Mellinger"},"content":{"rendered":"
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Qu’est ce que le manuel op\u00e9rationnel ?<\/b> Gilbert Mellinger nous apporte son expertise. Ce document a 4 objectifs : – il doit \u00eatre un support objectif du savoir faire – il doit \u00eatre un document p\u00e9dagogique – cela doit \u00eatre le r\u00e9f\u00e9rentiel dans un but de certification – en cas de conflit c’est un outil de preuve <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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<\/a> <\/p>\n
Gilbert Mellinger, expert en franchise <\/div>\n<\/p><\/div>\n
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AC Franchise : Qu’est-ce-que le manuel op\u00e9rationnel ?<\/h3>\n
G. Mellinger <\/b>: Le manuel op\u00e9rationnel, c’est la pierre d’angle de toute relation de franchise.<\/b> C’est le document essentiel, fondamental car il faut rappeler que la franchise est une marque, un savoir faire et une assistance et qui doit \u00eatre secret, substantiel et identifi\u00e9.
La seule fa\u00e7on de l’identifier, c’est le manuel op\u00e9rationnel. C’est l’outil fondamental qui permet \u00e0 un r\u00e9seau de franchise de fonctionner.<\/p>\n

Le manuel op\u00e9rationnel<\/a> a fondamentalement 4 objectifs : le premier est d’\u00eatre le support descriptif du savoir faire<\/b> ; on lui donne un deuxi\u00e8me objectif et on le construit de mani\u00e8re \u00e0 ce que la description du savoir faire soit \u00e9galement le support p\u00e9dagogique utilis\u00e9 pour la formation. Troisi\u00e8me objectif qu’on lui assigne, on construit le manuel op\u00e9rationnel de telle mani\u00e8re \u00e0 ce qu’il puisse aussi servir de r\u00e9f\u00e9rentiel \u00e0 une certification \u00e0 venir ult\u00e9rieurement<\/b>. La certification c’est quelqu’un qui dit \u00ab oui vous ex\u00e9cutez bien les process<\/i>\u00a0\u00bb tels qu’ils sont d\u00e9crits et on va les \u00e9crire dans ce but. Le quatri\u00e8me objectif est d’\u00eatre un outil de preuves en cas de conflit entre un franchiseur et un franchis\u00e9 \u00e0 produire devant un juge en cas de contestation sur la nature ou la substantialit\u00e9 du savoir faire.<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n

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Ac Franchise : Quel support pour le manuel op\u00e9rationnel ? <\/h3>\n
G. Mellinger <\/b>: Il y a quelques ann\u00e9es, c’est le papier qui \u00e9tait utilis\u00e9 avant l’av\u00e8nement de la technologie. Mais elle a fait des progr\u00e8s accessibles \u00e0 tous et on utilise aujourd’hui des plates formes collaboratives qui serviront de support pour le manuel op\u00e9rationnel. La manuel est donc en ligne sur un intranet et les probl\u00e8mes de mise \u00e0 jour n’existent plus car la derni\u00e8re version est celle qui est en ligne. Le franchis\u00e9 a acc\u00e8s en permanence \u00e0 la derni\u00e8re version et le franchiseur <\/b>peut faire des mises \u00e0 jours r\u00e9guli\u00e8rement et le faire \u00e9voluer.<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Ac Franchise : Et la mise \u00e0 jour de ce manuel ?<\/h3>\n
G. Mellinger <\/b>: L’exp\u00e9rience montre qu’il y a effectivement tr\u00e8s peu de probl\u00e8mes et que les gens s’approprient tr\u00e8s vite l’outil comme outil de dialogue et ainsi le manuel op\u00e9rationnel<\/b> est vu tous les jours ce qui est encore plus facile quand il est mis en place tr\u00e8s t\u00f4t dans la vie du r\u00e9seau. Nous avons choisi une plate forme collaborative non pas pour ses fonctionnalit\u00e9s (forum, discussions) on a choisi un support pour le manuel op\u00e9rationnel. On aurait pu cr\u00e9er un site internet et cr\u00e9er un intranet fig\u00e9 qui ne soit pas un \u00e9change permanent entre le franchiseur et le franchis\u00e9. On a pr\u00e9f\u00e9r\u00e9 d\u00e9velopper un outil qui permet de faire les deux : au franchiseur alors de l’utiliser comme manuel op\u00e9rationnel et comme support p\u00e9dagogique. Avec la plate forme collaborative, le manuel n’est plus un classeur qui dort sur un rayonnage mais qu’il vit et o\u00f9 le franchis\u00e9 va pouvoir d\u00e9couvrir les nouveaut\u00e9s du r\u00e9seau : nouvel arrivant, nouveau produit, nouvelle promotion, etc.. et \u00e0 d’autres endroits le manuel op\u00e9rationnel.<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Retrouvez d’autres interviews d\u2019expert sur ac-franchise<\/a><\/u><\/span> <\/div>\n<\/p><\/div>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

Qu’est ce que le manuel op\u00e9rationnel ? Gilbert Mellinger nous apporte son expertise. Ce document a 4 objectifs : – il doit \u00eatre un support objectif du savoir faire – il doit \u00eatre un document p\u00e9dagogique – cela doit \u00eatre le r\u00e9f\u00e9rentiel dans un but de certification – en cas de conflit c’est un outil […]<\/p>\n","protected":false},"author":45,"featured_media":290965,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"ocean_post_layout":"","ocean_both_sidebars_style":"","ocean_both_sidebars_content_width":0,"ocean_both_sidebars_sidebars_width":0,"ocean_sidebar":"","ocean_second_sidebar":"","ocean_disable_margins":"enable","ocean_add_body_class":"","ocean_shortcode_before_top_bar":"","ocean_shortcode_after_top_bar":"","ocean_shortcode_before_header":"","ocean_shortcode_after_header":"","ocean_has_shortcode":"","ocean_shortcode_after_title":"","ocean_shortcode_before_footer_widgets":"","ocean_shortcode_after_footer_widgets":"","ocean_shortcode_before_footer_bottom":"","ocean_shortcode_after_footer_bottom":"","ocean_display_top_bar":"default","ocean_display_header":"default","ocean_header_style":"","ocean_center_header_left_menu":"","ocean_custom_header_template":"","ocean_custom_logo":0,"ocean_custom_retina_logo":0,"ocean_custom_logo_max_width":0,"ocean_custom_logo_tablet_max_width":0,"ocean_custom_logo_mobile_max_width":0,"ocean_custom_logo_max_height":0,"ocean_custom_logo_tablet_max_height":0,"ocean_custom_logo_mobile_max_height":0,"ocean_header_custom_menu":"","ocean_menu_typo_font_family":"","ocean_menu_typo_font_subset":"","ocean_menu_typo_font_size":0,"ocean_menu_typo_font_size_tablet":0,"ocean_menu_typo_font_size_mobile":0,"ocean_menu_typo_font_size_unit":"px","ocean_menu_typo_font_weight":"","ocean_menu_typo_font_weight_tablet":"","ocean_menu_typo_font_weight_mobile":"","ocean_menu_typo_transform":"","ocean_menu_typo_transform_tablet":"","ocean_menu_typo_transform_mobile":"","ocean_menu_typo_line_height":0,"ocean_menu_typo_line_height_tablet":0,"ocean_menu_typo_line_height_mobile":0,"ocean_menu_typo_line_height_unit":"","ocean_menu_typo_spacing":0,"ocean_menu_typo_spacing_tablet":0,"ocean_menu_typo_spacing_mobile":0,"ocean_menu_typo_spacing_unit":"","ocean_menu_link_color":"","ocean_menu_link_color_hover":"","ocean_menu_link_color_active":"","ocean_menu_link_background":"","ocean_menu_link_hover_background":"","ocean_menu_link_active_background":"","ocean_menu_social_links_bg":"","ocean_menu_social_hover_links_bg":"","ocean_menu_social_links_color":"","ocean_menu_social_hover_links_color":"","ocean_disable_title":"default","ocean_disable_heading":"default","ocean_post_title":"","ocean_post_subheading":"","ocean_post_title_style":"","ocean_post_title_background_color":"","ocean_post_title_background":0,"ocean_post_title_bg_image_position":"","ocean_post_title_bg_image_attachment":"","ocean_post_title_bg_image_repeat":"","ocean_post_title_bg_image_size":"","ocean_post_title_height":0,"ocean_post_title_bg_overlay":0.5,"ocean_post_title_bg_overlay_color":"","ocean_disable_breadcrumbs":"default","ocean_breadcrumbs_color":"","ocean_breadcrumbs_separator_color":"","ocean_breadcrumbs_links_color":"","ocean_breadcrumbs_links_hover_color":"","ocean_display_footer_widgets":"default","ocean_display_footer_bottom":"default","ocean_custom_footer_template":"","ocean_post_oembed":"","ocean_post_self_hosted_media":"","ocean_post_video_embed":"","ocean_link_format":"","ocean_link_format_target":"self","ocean_quote_format":"","ocean_quote_format_link":"post","ocean_gallery_link_images":"on","ocean_gallery_id":[],"footnotes":""},"categories":[10],"tags":[],"class_list":["post-290966","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-interviews-des-experts","entry","has-media"],"acf":[],"yoast_head":"\nLes fonctions et support du manuel op\u00e9rationel par Gilbert Mellinger<\/title>\n<meta name=\"description\" content=\"Qu'est ce que le manuel op\u00e9rationnel ? 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