please help to answer discussion 1

and 2 and explain briefly

Quality Counts at Alaska Airlines Video Case D1 Alaska Airlines, with nearly 100 destinations, including regular service to Alaska, Hawaii, Canada, and Mexico, is the seventh- largest U.S. carrier. Alaska Airlines has won the J.D. Power and Associates Award for highest customer satisfaction in the indus- try for eight years in a row while being the number one on-time airline for five years in a row. Management's unwavering commitment to quality has driven much of the firm's success and generated an extremely loyal cus- tomer base. Executive V.P. Ben Minicucci exclaims, "We have rewritten our DNA." Building an organization that can achieve quality is a demanding task, and the management at Alaska Airlines accepted the challenge. This is a highly participative quality cul. ture, reinforced by leadership training, constant process improve ment, comprehensive metrics, and frequent review of those metrics. The usual training of flight crews and pilots is supplemented with Arnes PERFORMANCE BONUS POINTS GRADE SCORE 15 15 15 9 5 TOTAL 15 20 15 9 B A. B 10 10 98,7% 709% 92.5% 2 4 15 5 20 A. 10 ELEMENTS WEIGHTING Process Compliance 20 Staffing 15 MAP Rate (for bags) 20 Delays 10 Time to Carousel (total weight 10) Percentage of flights scanned 2 Percentage of bags scanned 2 20 Minutes all bags dropped (% compliance) Outliers >25min 2 Safety Compliance 15 Quality Compliance 10 Total - 100% 100 Time to Carousel Points Percentage of flights scanned 95%-100% Points Percentage of bags scanned 60% or above Points Last bag percent compliance Below 89.9% Points Last Bag >25 min. (Outies 20 10 99 89 10 A. 1.5 90%-949% 89.9%-85%