can you please answer the 2 questions i asked. this is a case study

The coronavius pandemic drasticaby reduced the number of people flying in the United States: Because of this, every major airline expentnced a drop in stock prices from February 2020 to November 2020. But these drops ranged from 57% for American Aurines to 21% for Southwest Aurlines. Why such o difference? Investopedia points-out that Southwest has extremely efficient operations, iow-cost. ptiong, and innovative logstics solutions. In addibon; they incorporate customer experience and forward planning into their strategy. All of these things helped Southwest to weather the pandemic; and they al require that Southwest maintains careful control over its operations: One of the other things that helped Southwest during the pandemic was their superior service desk performance. They achicved this performance, in part, through measuring key factors in customer service, looking at customer service leaders (benchmarking), and making changes to bring their customer service costs and customer satisfaction up to the level of their highest compebtors. To stait this process, Southwest looked at overview measures for their customer service desk, induding the annual operating expense, monthly inbound contact volumes for different media (e.g. voice, emai, web portal, chat), monthly outbound contact volume, and personnel headcounts. They also looked at qualty measures such as customer satisfaction, technican measures such as schedule adherence, and service level measures such as call abandonment. Next, they contacted numerous companies that they considered to be key compebitors or excelent at customer service. They talked to these componies about cost, productivity, service level, quality, technioan, and contact handing measures, and found that theit cost per. inbound contact was higher than other companies, but thei customer service ratings were also high. This put 50u thwest in the middie quartie of a cost vs, quality graph - they were effective, but not effioent. Knowing this, Southwest started to measure six key perfomance metrics: cost per inbound contact, customer satisfaction, technician utilzation, net first contaet resolution rote, technioan job satsiaction, and percent of calls answered in 30 seconds. They found that on these metrics, they were above average, but not at the top of the scale. In particular, their customer satisfaction, productivity metrics and technicion metrics were all strong. They were growing in the chat and portal channels, and they scored wel on process maturity. But their costs were above average, the average speed of answer rate was low and call abandonment was high. Interviews also pointed out concerns about Southwest's ablity to retain new technicins and a perceived lack of opportunities for career advancernent. Southwest implemented several key initiatives, induding establishing a technician career path, increasing chat volume, implementing technioan scorecards, allowing their six key processes (strategy, human resources, process, technology, performance measurement, and communication) to mature, and alowing their metrics to mature. At the end of one year, they saw an increase in customer satisfaction, and more importantly, a decrease in their costs. Sources: Company Profiles. Investopedia, . (2020, May 22). How is Southwest Different from Other Airlines? Retrieved from https://www.investopedia.com/artides/investing/061015/how-southwest-different-other-airlines.asp; HDI 2018 Conference and Expo. Rumburg, J. (2018, April 10). Leveraging Metrics to Take Southwest Airines to a Higher Plane. Retrieved from https://www.hdiconference.com/fles/pdf//hdi2018handouts/Session302.pdf When Southwest started to look at technician performance, they were focusing on control. Customer contacts are inputs in Southwest's customer service process. By monitoring the number of customer contacts from different types of channels, Southwest is engsging in control