|  Key success factors for a franchisee include:
- Exceptional customer service;
- High standards and consistency of offer and customer
experience;
- Detailed retail execution and compliance;
The Caltex Star Franchise operates under a single site operator model. We believe this is a key
driver of success in Caltex's convenience retail franchise system.
Accordingly, as a Caltex franchisee,
you will be expected to provide hands on on-site management of your business on a full-time basis.
Multi-site franchise operations are not encouraged although in certain cases where this operating model is necessary, they are generally limited to no more than 4 stores.
To ensure that the Caltex franchise model is successful, Caltex provides:
Before becoming a Caltex franchisee, you will be required to undergo a detailed training program which
consists of both classroom and on-site activities. You must achieve the requisite level of competence in all
aspects of this training to Caltex's satisfaction before Caltex grants its final approval for you to operate a
Caltex franchise. Caltex also provides on-going training opportunities throughout the term of your
franchise.
Caltex is committed to providing the systems, tools and processes which assist the operation and add
value to your franchise.
The Caltex On-Line Operations Manual has been designed to cover important aspects of
operating a convenience retail store. This includes Caltex’s site standards,
operational procedures and management tools. This operations manual is based
on-line and is regularly updated.
is an operational tool designed to provide Caltex’s
franchisees with the standards in which Caltex considers necessary to meet and
exceed customer expectations, comply with Caltex brand and site standards and
comply with regulatory requirements. This program measures performance and
compliance in key areas such as customer service, site presentation, promotions,
merchandising and safety. The program also provides valuable reports to identify
areas where improvement may be required, in order to receive maximum benefit.
Caltex offers a centralised logistics system, based on just-in-time principles for a majority of convenience
store product requirements. This allows Caltex franchisees and company operated stores to acquire the
right products at nationally negotiated prices and enables significant efficiencies at store level.
Caltex provides a dedicated computer system to enable its franchisees operate the convenience retail store.
These systems allow franchisees to transact with customers, monitor consumer trends and habits, monitor
staff performance, perform inventory control on both fuel and convenience store items, perform day book
functions, obtain daily and monthly reporting as well as financial reporting.
Caltex also has dedicated Business Systems Managers to assist with the operation and training aspects of
these systems as well as a 24 hour support helpdesk.
 Caltex also provides its franchisees with secure access to the Caltex
On-Line Business Centre. This tool enables access a wide range of
services such as fuels ordering, account enquiries with the facility to
re-print invoices or gather transaction summaries, merchandising tips
and plans, operations, systems and All Stars manuals, local site
marketing tools, technical product information and their applications
for Caltex’s range of fuel and lubricants, newsletters, promotions,
communications to franchisee advisory bodies, plus much more.
Throughout the term of the Franchise, Caltex provides its franchisees
with access to a Caltex business manager. The business manager is
experienced and well trained to assist and provide advice about the
operation of the business. The Caltex business manager is the
franchisee’s "face-to-face" contact with Caltex and reports through to
the State regional office. Each regional office has a management and
support team working closely with our franchisees.
Caltex’s National Support Centre is located in Sydney. All of Caltex’s
core national support departments work together to enhance the
Caltex Convenience Retail Franchise System.
Caltex has a dedicated merchandising team working closely with
suppliers to ensure that franchisees are not only buying at competitive
prices, but supply goods that fit our convenience retail offer and meet our
customer demands. Caltex’s merchandising team also evaluates the
success of our convenience retail and promotional offers, watching for
emerging trends within our market. This team also provides plan-o-grams
that assist in managing, ranging and refining our convenience retail offer.
Caltex values the contributions and feedback that our franchisees make which assist us in fine tuning our
franchise system.
Caltex has established an advisory council in each region, which is comprised of 4 to 6 franchisee
members. A representative from each region then makes up the National Franchisee Advisory Council.
We also have Franchise Development Teams to assist in developing new initiatives for the Caltex
convenience retail network.
 Caltex owns or leases a majority of its Convenience retail locations. However we have adapted our
Convenience retail offer and brand to retailers who have their
own location and which to be part of the Caltex Retail network.
Caltex has a property team that is always looking at new areas
and emerging markets which may be suitable for new
convenience retail and petrol locations. Caltex’s engineering
teams also have an on-going construction schedule, refreshing
our older locations to the latest convenience retail offers.
Caltex currently provides the fittings, fixtures and equipment
necessary for Caltex owned and leased properties.
These items may include:
- Brand identifications and imagery to Caltex’s standards;
- Shelving, counters, floor and wall fixtures, shop fronts, office fittings;
- Coolrooms, fridges and freezers, bakery units and ovens;
- Point of Sale and "back office" computer systems; and
- Petroleum pumps.
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On-Line Operations Manual 
