Magister Commercii - MCom / Small business faces challenges of surviving amidst competition from established businesses, due to lack of resources and quality management. Hence many of these businesses do not last for long. Small businesses do not only need capital resources to succeed, but need intangible assets as well. These intangible resources are also called Human Capital, and include elements such as education, experience and motivation. This study has limited its focus to only one element of human capital, the experience of the owner or managers of the Supa Quick franchise. This research is undertaken to examine the perceptions of owners and managers on the impact of their experience and the franchise standard operating procedures (SOP) on the success of their franchise business. Furthermore, the study looks at factors that impede business performance, as well as other measures used by owners and managers to measure their business success, besides the normal financial measures used every day. In order to collect data, the qualitative method was employed using a questionnaire which consisted of open- and closed-ended questions in the form of 4 - point Likert scales type questions. The questionnaire was administered to 12 Supa Quick franchise owners and managers in the Cape Town Metropolitan areas and Stellenbosch. The findings indicated that more than 90 % of the studied Supa Quick owners and managers perceive experience as an important factor in influencing their business performance. Furthermore, 100% of them say that franchise SOP play a part in the success of their franchises. However, they have many different ways in which they measure success in their businesses and the factors that impede their business performance. The results of this research add to the current existing literature on improving business performance and success. Also, it will assist in guidance of entrepreneurs who want to start or buy franchise businesses.

La franchise se définit comme « un système de commercialisation de produits et/ou de services » (Code de Déontologie). Trois éléments essentiels la caractérisent avec la fourniture d’une enseigne et de signes de ralliements de la clientèle, la transmission de savoir-faire et une assistance continue tout au long du contrat. Le franchiseur concède au franchisé le droit d’exploiter un concept avec l’obligation pour ce dernier de respecter l’ensemble des règles et procédures mises au point part le franchiseur. Cette relation inter organisationnelle présente un intérêt particulier pour la problématique du contrôle du fait de deux caractéristiques importantes l’indépendance juridique et financière des parties et l’interdépendance économique. Notre thèse porte sur l’étude du contrôle et son évolution tout au long de la relation de franchise. Une étude exploratoire nous a permis de proposer un modèle global et dynamique du contrôle reposant sur un séquençage de la relation en quatre phases et sur la mise en œuvre d’un contrôle pluriel. Dans une optique confirmatoire, nous avons réalisé une double enquête quantitative auprès de franchiseurs et franchisés de réseaux de franchise de service. Les résultats montrent l’existence d’une dynamique du contrôle tout au long de la relation avec un contrôle de conformité des opérations qui décroit au fur et à mesure de l’acquisition et la maitrise des savoir-faire, un contrôle d’efficacité de l’exploitation qui s’oriente vers une recherche d’efficience par la fourniture d’outils de gestion et un contrôle social qui se développe par une intégration progressive des franchisés dans la vie du réseau / A franchise is defined as “a system of marketing products and/or services”, (Code of Ethics). It is characterized by three essential elements : the provision of the franchisor’s distinctive signs and trade-marks, in-house training, and supervisory services throughout the length of the contract. The franchisor grants the franchisee the right to operate a concept with the requirement that he comply with all the rules and procedures developed by the franchisor. This inter-organizational relation raises a particular interest with regard to the question of control because of two important aspects : the legal and financial independence of both parties as well as their economic interdependence. Our thesis focuses on the study of control and how it evolves throughout the franchise relationship. An exploratory study allowed us to propose a dynamic and global model of control based on the sequencing of the relationship in four phases as well as the implementation of multiple controls. To corroborate our findings, we carried out a double quantitative study of franchisors and franchisees involved in networks that market services. The results point to the existence of a dynamic approach to control throughout the relationship: with compliance verifications of operations that decrease gradually as the acquisition and mastery of know-how increases; with performance controls of the business oriented towards gaining efficiency through the provision of management tools; and with a social control that develops through the gradual integration of franchisees in the life of the network

The aim of this diploma theses has been to assess the advantages, disadvantages, restrictions and opportunities of making business in the franchise system. This theses has been created in cooperation with concrete entrepreneur.

A capacidade de absorção está relacionada com a maneira pela qual uma organização desenvolve processos estratégicos e rotinas de internalizar e aplicar o conhecimento externo. Esse processo organizacional é descrito por quatro dimensões: aquisição, assimilação, transformação e aplicação. Estudos recentes colocam que o ambiente influencia o modo como às empresas se organizam, expandem e transferem conhecimento. Este estudo pretende avançar nessa linha de pesquisa; em específico desenvolve uma análise comparativa sobre a capacidade de absorção em redes de franquias brasileiras e estrangeiras que operam no Brasil. A pergunta principal da pesquisa busca compreender se as redes de franquias brasileiras e estrangeiras desenvolvem a capacidade de absorção de maneira diferente. Para resolver essa questão foi desenvolvida uma metodologia com abordagens qualitativas e quantitativas, tendo uma amostra de 103 empresas. Os resultados mostram aspectos importantes do processo de transferência de conhecimento e do desenvolvimento da capacidade de absorção das empresas analisadas. De forma geral, as unidades franqueadas em redes brasileiras apresentaram níveis menores nas variáveis relativas à aquisição e aplicação do conhecimento. Assim, esta pesquisa pretende contribuir para a literatura existente sobre o processo de gestão estratégica e do conhecimento, centrando-se sobre o desenvolvimento da capacidade de absorção em redes de franchising, especificamente em uma economia emergente como o Brasil. / Absorptive capacity is related to the way in which an organization develops strategic processes and routines to internalize and apply external knowledge. This organizational process is described by four dimensions: acquisition, assimilation, transformation and application. Since recent studies state that the institutional environment influences the way firms organize, expand and transfer knowledge. This thesis seeks to advance in that research path developing an analysis on the absorptive capacity in networks of Brazilian and foreign franchises operating in Brazil. The main research question seeks to understand: do Brazilian and foreign franchise networks develop absorptive capacity differently? To address this issue we developed a methodology with qualitative and quantitative approaches in a sample of 103 companies. The results show important aspects of the knowledge transfer process, and the development of absorptive capacity by the companies analyzed. Overall, the franchisees in Brazilian networks showed lower levels in the variables concerning the acquisition and application of knowledge. Thus, this research aims to contribute to the existing literature on the strategic and knowledge management process, focusing on the development of absorptive capacity in franchising networks, specifically for an emerging economy like Brazil.

Este estudo objetivou a compreensão dos fatores que conduzem a um melhor desempenho de franquias, considerada a ótica da satisfação dos consumidores. O capítulo 1 abordou o referencial teórico mais amplo da economia e da administração de varejo. O capítulo 2 apresentou uma revisão das principais discussões teóricas sobre franquias. O capítulo 3 apresenta a metodologia geral de desenvolvimento da pesquisa. O capitulo 4 análise e discute os principais resultados obtidos. / This study try to explain the main aspects that justify the franchising business by the consumer satisfaction analysis Chapter 1 treaths the main aspects conceming about the economics ande the retail management Chapter 2 study the main discussions about franchising Chapter 3 presents the metodology applied in this study Chapter 4 presents the main conclusions and observations

Esse trabalho propõe-se a apresentar um modelo conceitual para avaliação da comunicação em franquias, a partir da criação de experiências diferenciadas para o consumidor no ponto-de-venda e consolidação das marcas que atuam nesse formato. Com o referencial teórico apresentado, pretendeu-se realizar um mapeamento sobre a evolução do marketing na tentativa de identificar elementos que promovam maior satisfação e envolvimento do consumidor através da comunicação integrada. Destacou-se também o processo de planejamento da comunicação e o maior entendimento da contribuição dos investimentos em comunicação no ponto-de-venda para o fortalecimento da marca, consolidação do posicionamento e construção de mecanismos de fidelização com clientes. O objeto de estudo foram empresas de franquia em função do rápido crescimento da receita e elevado número de lojas, como também por possuir uma comunicação integrada que contemple ações de ponto-de-venda fortemente associadas à marca. A pesquisa de campo caracterizou-se como uma pesquisa qualitativa em profundidade, buscando identificar como empresas que atuam no formato de franquia realizam os investimentos em comunicação, implementam tais ações e avaliam os resultados. Como resultados, pode-se identificar nas duas empresas analisadas dificuldade em avaliar e medir o retorno e contribuição das atividades de comunicação, em especial realizadas no ponto-de-venda, mesmo sendo hoje um importante ponto de contato para comunicação e realização de transações com consumidores e clientes. A análise dos casos e a revisão da literatura permitiram a elaboração de um modelo conceitual para avaliação da comunicação a ser utilizada conforme as dimensões dos franqueadores e franqueados, na geração de resultados e construção de mecanismos de fortalecimento das marcas e fidelização dos consumidores. Essa abordagem contribui para a consolidação dos estudos na área de avaliação e mensuração dos retornos de comunicação, bem como para o aprimoramento das atividades desenvolvidas por empresas de bens de consumo e serviços que atuam no formato de franquia ou até mesmo outros formatos que pretendem aumentar os investimentos em comunicação para o fortalecimento da marca e melhores resultados no longo prazo. / This study aims to present a conceptual model for the evaluation of communication in franchises, from creating unique experiences for the consumer at the point of sale and consolidation of brands that operate in this format. With the presented theoretical framework, it is intended to map on the evolution of marketing in an attempt to identify elements that promote greater satisfaction and consumer engagement through integrated communication. Also notable was the communication planning process and greater understanding of the contribution of investment in communication at the point of purchase to strengthen the brand, positioning consolidation and building loyalty mechanisms with customers. The object of study were franchise companies due to the rapid growth of revenue and the large number of shops, but also equipped with a communication that includes point-of-purchase actions strongly associated with the brand. The field research was characterized as a qualitative research, trying to identify how companies that work in the franchise format prepare investment in communication, implement such actions and evaluate the results. The results indicates that the two companies analyzed has difficulty in assessing and measuring the return and contribution of communication activities, in particular performed at the point-of-purchase, today is an important point of contact for communications and transactions with customers and clients. The analysis of the cases and the literature review allowed the development of a conceptual framework for the evaluation of communication to be used as the size of franchisors and franchisees in the generation of results and construction of strengthening mechanisms of brands and loyalty of consumers. This approach contributes to the consolidation of the studies in the area of evaluation and measurement of communication returns, as well as to the improvement of activities for consumer goods and services companies operating in the franchise format or even other formats aimed at increasing the investments in communications to strength the brand and better results in the long run.

Figure valorisée de la distribution, le contrat de franchise reflète une conception moderne du contrat où se conjugue différents caractères. Il est tout à la fois, un contrat de distribution en réseau qui s'intègre dans la catégorie des contrats de réitération, un contrat de financement et un contrat de collaboration. Le contrat de franchise est également une figure décriée de la distribution. Certaines difficultés liées à l'évolution de la législation et à celle de la jurisprudence alimentent les critiques à son encontre. De même, l'existence d'un déséquilibre informationnel et ce, dès l'origine de la relation contractuelle, peut conduire à créer un déséquilibre économique et éventuellement juridique entre les parties. Si la réglementation applicable au contrat de franchise ainsi que l'ensemble des clauses contractuelles contribuent à encadrer les rapports entre les parties au contrat, l'absence de régime juridique propre au contrat de franchise contribue, toutefois, au développement de contentieux en la matière. / As an idea valued by distribution agreements reflect a modern understanding of the contract in which different characteristics are combined. It is at the same, a network distribution agreement, belonging in the category of reiterative agreements, a financing agreement, and a collaboration agreement. Franchise agreements are also an idea that is disparaged by ditribution. There are some challenges un connection whith changes in legislation and case law that feed the critiques against them. Likewise, the existence of an information imbalance at the start of the contractual relationship can lead to an economic, and possibly, a legal imbalance between the parties. While the regulations applicable to contract agreements as well as of the contractual clauses help to frame the relationship between the parties to the agreement, the absence of a legal system specific to franchise agreements contributes to the development of disputes on this topic.

Subject of this thesis is to create a business plan for the branch of Subway franchise and acquaint with the concept of franchising. Theoretical part of the diploma thesis applies to definition of franchising, its characteristics, features, advantages and disadvantages for both parties and describes the elements necessary for setting up business. In application part of the thesis is introduced the business plan for opening of Subway branch.

This thesis investigates the problem with designing games for franchises having to both innovate within the franchise but still feel familiar enough to the target audience. Designing games for a franchise often come with many predetermined design choices such as aesthetics or gameplay. This thesis has analyzed two games from the Pokémon franchise, using the MDA framework and formal analysis comparing them to the franchise aesthetic of the Pokémon franchise. What was discovered is that both games use the common aesthetic that the Pokémon franchise has and that they achieve this through using in-game systems, such as battling and out-of-game systems. So as a conclusion this thesis found that within the Pokémon franchise there is a lot of focus on reaching the correct aesthetic output. Other systems such as business models are put in place to back up games that are not creating the franchise aesthetic output.

The purpose of this study has been to present different arguments regarding felony disenfranchisement. What was also investigated was if the practice could be compatible with Robert A. Dahl and his model of democracy. Finally, the findings were presented and what they meant. The material of the study consisted of texts produced in the purpose of arguing either for or against the practice. The content of these texts was presented through an argument analysis. They were presented fractionated by themes depending on what the argument was stating.  The results of the analysis were that there were some recurring arguments, both for and against the practice. Furthermore, it became obvious through analyzing the arguments that the model of democracy and its five criterias could not be compatible with the practice. Lastly, it could be stated that what it meant was that nothing regarding the practice of felony disenfranchisement could be compatible with Robert A. Dahl’s idea of democracy.