Abstract
The UPS Store franchise system has failed to address the changing consumer and economic patterns. As a result, franchisees have failed to build and maintain revenue sources. In this study, the operations of one franchisee is studied in detail to determine the underlying reasons for declining revenue and identify potential solutions that address these issues. Data was collected from the 7 locations owned by the ownership group and analysis was conducted to identify patterns and reasons for revenue decline. Additionally, solutions are offered to the franchisee and the optimal solution was selected for a trial which was conducted at one center for a 6-month period. Results from this trial were studied and it was found that the solution showed signs of significant success. The optimal solution is a strategy of building partnerships with consumers to sell additional products and create consumer loyalty. The success of the trial gives a blueprint for the ownership group to deal with current and future challenges.