2. Get ready

Read the following description of the events leading to a solution for the problem of improving educational tours at Quest Specialty Travel.

Keisha Lane, vice president of operations at Quest Specialty Travel, asked Sharon Rodriguez to look into the problem of improving Quests educational tours and to help her implement a solution.

Sharon gathered and analyzed some data, developed alternatives, and evaluated the options. She decided that adding a class, workshop, or other learning experience to each Quest tour was the best way to solve the problem because that solution was the most popular with customers.

Sharon talked to the tour developers and asked them to add an educational experience to each of their tours. When a few tour developers objected, saying specialized classes required too much effort and expense, Sharon said they should start by adding just one class to one tour.

When Keisha received reports from the tour developers requesting extra funds for the classes, she was not pleased. In fact, she told the tour developers to stop planning the classes until further notice.

Sharon was very disappointed. She wanted to surprise Keisha with a complete, successful program, and thought Keisha would be delighted by Sharons initiative.

3. Now you try it

In the following space, list the reasons the solution was not successful.