LEADERSHIP REIMAGINED Workshop Series

Operational Governance in
Multi-Site and Franchise Business Models

Move from Operational Confusion to Clarity through a hands-on, two-day workshop to turn operational knowledge into consistency, structure, and scalable execution.

Session facilitated by: Penny Hopkinson, Creator of Manual Magic AI

13–14 May 2026

Wednesday & Thursday

Limited to 25 seats

Prishtina, Kosova

Who should attend?

Supermarket Chains Bars & Restaurants Hospitality Any other Retail Fitness & Wellness Education Care Services

Multi-Site Operators & Franchise Owners

For businesses managing multiple locations and needing consistent execution.

COOs, Operations Directors & HR Leaders

For leaders structuring how work gets done across teams and sites.

Entrepreneurs & SME Founders Scaling Up

For founders turning informal know-how into repeatable systems.

Why attend?

✓
Build operational clarity
✓
Make knowledge transferable
✓
Reduce dependency on key individuals
✓
Prepare your business to scale consistently

What you leave with

A practical framework to document, standardise, and scale how work gets done.

Workshop Agenda

This workshop uniquely combines theoretical knowledge, practical skills, and deep introspection, addressing contemporary leadership challenges through four distinct but interconnected lenses

Day 1

The Thinking Day

Wednesday, 13 May

09:00 – 12:30

Strategy, structure, and the operating logic behind scalable businesses.

Format: Theory, examples, discussion

Agenda

1

When Good Intentions Go Wrong

We open with a true story — a well-meaning manager, a routine decision, and a customer in hospital. It is the moment that makes operational governance personal.

2

Why Franchising Works — Blueprint to Replicate

Why do the world’s most scalable businesses succeed where others struggle? Because they solved one problem first: how to make every location run like the best one.

3

The Knowledge Architecture

Penny introduces six operational categories that turn scattered knowledge into a system your teams can actually use.

4

Manual Magic AI® — Live in Action

Watch Penny feed real business content into her AI-powered platform and transform it into structured, usable operational procedures.

5

Open Floor with Penny

Bring your toughest question, your messiest process, or your biggest “we have always done it this way” problem. No slides, just answers.

Day 2

Hands-on Day

Thursday, 14 May

09:00 – 12:30

Practical workshop work, SOP building, peer review, and next-step action planning.

Format: Exercises, feedback, action plan

Agenda

1

Find Your Weakest Link

Map your own business or work from a case study and identify the critical procedures that are undocumented, unclear, or dangerously dependent on one person’s memory.

2

Build Your SOP — From Scratch

Guided step by step by Penny, you will write a complete Standard Operating Procedure — not a worksheet, but a real implementation-ready document.

3

The Alien Test

Hand your SOP to someone who knows nothing about your business. Can they follow it? This is the exercise that separates procedures that look good from procedures that actually work.

4

Feedback & Your Action Plan Forward

Group review, peer feedback, and the question that matters most: what changes on Monday morning? You will leave with a clear next step.

Guest expert

Meet Penny Hopkinson

Penny Hopkinson

Penny Hopkinson

Creator of Manual Magic AI
Founder of Manual Writers International
British Franchise Association Companion
Bestselling author

Operational knowledge, made usable

For nearly four decades, Penny Hopkinson has shown that clear instructions outperform guesswork. She founded Manual Writers International® in 1986 and has spent her career helping organisations turn static procedures into practical systems people actually follow.

Her three-step system — the foundation of her bestselling book Manual Magic: Create the Operations Manual Your Franchisees Need to Succeed — now powers the Manual Magic AI® platform, helping teams create stronger SOPs and manuals up to 75% faster.

Penny’s guidance has helped brands scale without compromising consistency, standards, or culture.

Manual Magic book and platform

Why this matters

From book to platform to implementation

Penny combines deep operational know-how with a practical, no-nonsense approach that helps businesses document what matters, structure it properly, and make it usable across teams and locations.

Trusted by recognised operators

Costa Coffee
Kwik Fit
The AA
Champneys
Bang & Olufsen
O'Briens
Lloyds
Premier Inn

Where

Courtyard by Marriott

Prishtina, City Center

When

Wednesday, 13 May 2026

Thursday, 14 May 2026

Attendance Fee

Standard fee: 550 € + VAT

Co-created with MSJ support: -275 €

Final attendance fee

275 € + VAT

This workshop is facilitated by XPR Consulting, with the support of the Matching Skills to Jobs (MSJ) project, which is implemented by Swisscontact and financed by the Swiss Agency for Development and Cooperation (SDC)

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