Home' The Franchise Review : September 2016 Contents THE FRANCHISE REVIEW
multidisciplinary management team covering operations, sales,
finance, marketing and franchisee support.
CEO of InXpress Asia Pacific Lindsay Birley proudly
acknowledges the result of the restructure. ‘This is the strongest
management team we’ve ever had in place, and we’ve witnessed
another leap in quality service to the entire country operation,
with new sets of initiatives, and an increase in the quality of
communication to franchisees and customers alike.’
With this in mind, the Australian team is taking its level of
expertise to the Asia-Pacific region. This requires each team
member to spend up to 20 per cent of their time providing
support, coaching, training and site visits to each of the
countries in the region as required.
‘This allows the Aussie team to broaden [its] experience even
further, and add real value to these countries – which are
generally a few years behind Australia in the development
of the InXpress model – [and to learn] new initiatives from
operations outside Australia,’ says Birley.
The lead region program was supported and made possible
through the Certified Franchise Executive (CFE) program, which
the entire InXpress management team made a commitment to
back in early 2015. The CFE program is the Franchise Council
of Australia’s (FCA) lead executive management program,
and three InXpress executives will be accredited at the FCA’s
National Franchise Convention in October this year, with three
more to participate next year.
‘The CFE program has contributed considerably to the skill sets of our
management team, and played a significant role in the preparation
of the relocation and lead country programs,’ says Birley. ‘The CFE
program is very well directed, right from the initial registration through
to subject selection, program schedules and venues, with points
credited along the journey through to the final exam.’
Considerable investments were made in 2015 to support the
company's new structure and its aggressive growth this year,
including operational outlay. Upgraded automated operating
systems are presently being rolled out, as well as new service
offerings to customers via the franchise network.
InXpress has increased its franchisee support to include
insurance options for customers, and a full-time, experienced
business coach. The business coach leverages sales data and
implements a formal review process to check each individual
franchise results per quarter, and to gain agreement on the
next set of actions to support and promote margin growth. The
business review process was a result of best practice strategies
sourced from InXpress United States and United Kingdom,
local FCA training courses and some of InXpress’s own internal
practices. Feedback from franchisees has been extremely
positive, and is testament to the InXpress mantra – look after
franchisees, and they will look after the customers.
Due to its strategic innovations, InXpress Australia will become
the lead branch for the group in the Asia-Pacific, with offices
currently in Hong Kong, India, Vietnam, South Korea and
New Zealand, and an office set to open in Taiwan in the near
future. Further expansion for 2017 could possibly include
other countries within the region, such as Indonesia, Japan
and China. South Korea recently transferred from a licence
operation to a franchise model, and plans are in place to
appoint the first franchisees in Q4 of this year.
InXpress Asia Pacific is definitely gaining traction. The company
currently operates 101 franchisees across six countries, and
is expanding at a rate of approximately four per month, with
a total of more than 40 franchisees in Australia projected by
the end of the year. Sales growth in the Asia-Pacific region has
been steady for the past three years, averaging 34 per cent
per annum. With growth forecast to continue, given expansion
plans and extended services offerings, it’s safe to say that we’ll
see more of InXpress in the future.
For more information about the relocation, go to www.inxpress.com.
Continued from page 6
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