NFC17 Delivery services innovation and intelligence 09 24 disrupting QSRs? HOW FRANCHISES ARE THRIVING IN THE DIGITAL AGE OFFICIAL JOURNAL OF THE FRANCHISE COUNCIL OF AUSTRALIA ISSUE 51 EDITION THREE 2017 CBD office THEspace FRANCHISE for savvy REVIEW franchisors Thrive here. Nous House is a thoroughly modern and cost effective way of occupying CBD locations for your franchise Head Office or remote field teams. Nous House is a co-working business designed consulting firm. Network with some of the best for businesses of 1 to 20 people with a mixture of business thinkers in Australia. These are the ideal open plan and private offices. We have locations in offices for franchise head offices and your field Brisbane, Sydney, Canberra and Melbourne. teams that travel frequently or are based outside of your home state. 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No more | Flexible membership periods utility, wifi, office cleaning and other related costs. | Access to all CBD locations Nous House is also owned and operated by Nous, | Co-located with Nous Group an award winning Australian owned management | 24/7 access Book a tour to discover the benefits of co-working the Nous House way – [email protected] [email protected] | www.noushouse.co Brisbane Melbourne Sydney Canberra 07 3007 0877 03 8638 4177 02 8281 8087 02 6201 9077 B Nous House is owned by Nous, an award winning, Australian owned management consulting firm 502693A_Nous House I 2335.indd 1 8/8/17 12:50 pm THE FRANCHISE REVIEW Contents INSIDE 4 A Message from the CEO By Damian Paull, CEO, Franchise Council of Australia 5 The FCA's commitment to doing the right thing Open letter to members from the Board of the Franchise Council of Australia 7 Protecting businesses from cybercrime is a team effort By the Hon. Dan Tehan MP, Minister Assisting the Prime Minister for Cybersecurity 9 NFC17 preview: franchise innovation and intelligence A look at the upcoming National Franchise Convention 12 The logistics of digital disruption By Claire Gaynor 16 MBE embraces digital as it rolls out new training program By Bec Bridges 22 Forget about the far-away future; stay one step ahead Article provided by MYOB 24 Online food delivery services and disruption to quick service restaurants By Laura Ryan 28 Franchise territories in the modern world By Peter Buckingham, CFE, Spectrum Analysis Australia Pty Ltd 33 The sky is the limit for this dynamic Australian franchise By Laura Ryan 37 Quality, price and convenience: innovations for the digital age By Lawrence Pelletier, Sales and Marketing Director, Redcat Hospitality POS Solutions 40 Time’s up for the black economy By Michael Andrew AO, Chair, Black Economy Taskforce 43 State of the nation – retail leases By Phillip Chapman, Director and Founder, Lease1 46 Providing inspiration and opportunities for Women in Franchising An interview with Marianne Marchesi and Wendy Donaldson, co-chairs of the WIF Committee 50 Essential elements of a successful franchise meeting and conference Article provided by UNSW Venues and Events 53 Celebrating success at the Regional Excellence in Franchising Awards Recognising the achievements of regional winners from across the country 56 FCA Events A calendar of upcoming member events Editor: Claire Gaynor Cover image: iStock Published by: Executive Media | ABN 30 007 224 204 430 William Street, West Melbourne VIC 3003 Tel: (03) 9274 4200 | Fax: (03) 9329 5295 Email: [email protected] | Web: www.executivemedia.com.au All stock images sourced from iStock.com. 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With its bespoke reflects the characteristics, culture and people living in each store fit-outs, and eye-catching bright red logo and coffee particular CIBO suburb. Our passion and love for not only cups, CIBO roasted its way into South Australia’s coffee and providing great customer service and coffee, but for trying to food industry in 2000. It was identified that authentic Italian bring a little piece of Italy to Australia, is what we believe sets espresso bar culture was almost non-existent in Australia, CIBO apart from other brands’. and since then, CIBO Espresso has been a cornerstone of the Cooke also has a razor-sharp vision for the brand, all centering South Australian coffee market. on the CIBO coffee experience. CIBO’s coffee beans are CIBO’s mission was, and still remains, to deliver authentic also roasted locally in Thebarton and are described to be a Italian coffee with traditional offerings, all served in an ambient, full-bodied, Italian-style coffee experience. To maintain its charming atmosphere. It was this mission that formed part of premium coffee standards, CIBO has employed a full-time the attraction for Australian food-retail giant, Retail Zoo (the coffee specialist to develop and educate baristas, and promote holding company of Boost Juice and Salsas) to acquire CIBO in the consistency of taste and service from store to store. 2012, and they have exciting franchise, product development To further enhance the all-encompassing Italian experience, and marketing plans brewing. in 2016, CIBO recruited one of the world’s best specialist With 34 stores in operation, the CIBO network continues chefs to implement its most ambitious menu change since to thrive. The most recent store to join the CIBO family its inception. With a refined focus on handmade, artisan successfully opened in July 2017 at Adelaide’s New Royal products and locally sourced ingredients, CIBO’s summer Hospital (NRAH). Being the largest project in history to be menu launch late last year featured more than 60 new products. CIBO’s Head of Food, Jack Brennan said: ‘The undertaken by the South Australian Government, CIBO was menu was developed following CIBO’s “locally supported and the perfect brand to join the food offerings, with NRAH set to sourced with love” philosophy’. cater for 85,000 inpatients and more than 400,000 outpatients per year. NRAH’s official opening date is scheduled for early CIBO’s in-house product team was also proud to share that September 2017. its meat is sourced from South Australia’s Barossa Valley, its 2A B 502063E_Boost Juice Pty Ltd I 2335.indd 1 7/8/17 4:05 pm THE FRANCHISEFRANCHISE REVIEW REVIEW // // SPONSORED SPONSORED ARTICLE ARTICLE olive oil is from Willunga Hills, the bread is baked daily using authentic Italian ingredients and fresh produce is from local suppliers, such as Beerenberg, Kangaroo Paw, SPQR and Barossa Fine Foods. CIBO’s 2017 winter menu has also been a resounding success with customers, with the introduction of hand-stretched pizzas, decadent lamington bombolonis and coffee-cream cannolis. The winter menu launch has also kept CIBO’s in- house marketing team busy, with the activation of their ‘Winter Providence Campaign’. CIBO’s Facebook competitions have reached more than 127,000 users and have amassed more than 3895 comments, reactions and shares. The number of My CIBO loyalty card members has also increased to 80,000 since the implementation of the My CIBO App in late 2016, which has now reached more than 17,000 downloads. With CIBO franchise partners enjoying the same proven growth platforms, systems and structures that has seen Boost Juice open more than 470 stores in 13 countries, the future is bright. CIBO is well positioned for further development, with new franchise opportunities, fresh marketing campaigns and product development on the horizon. B3 THE FRANCHISE REVIEW A message from the CEO BY DAMIAN PAULL, CEO, FRANCHISE COUNCIL OF AUSTRALIA Welcome to the third edition for 2017 of The Franchise Review. Themed around innovation and the digital age, this edition firmly focuses on the future. Ensuring that franchising remains a strong and vibrant business model into the future is, of course, one of the Franchise Council of Australia’s (FCA’s) core activities. The introduction in March this year of the Fair Work Amendment (Protecting Vulnerable Workers) Bill 2017 into the Federal Parliament has placed an even greater emphasis on delivering on this strategic goal.