You are working at Quest Specialty Travel as an assistant to Grace Wong, the vice president of finance. Tour sales at Quest have not increased in many months, even during the height of the summer travel season. Grace is in charge of a new project at Quest called 12 by 12 that is looking for a solution to this problem. The goals of the project are to increase sales by 12 percent. As an assistant, you are helping her identify problems customers have with Quest tours and with travelling overall.

1) Please creating a cause-and-effect diagram to determine possible causes.

2) The 5-Why's technique was popularized by Toyota in the 1970s and is a popular management tool today. Please perform a root-cause analysis through 5 Whys technique.