Q1 only

CHAPTER 6 MANAGING QUALITY 279 PERFORMANCE GRADE 8 WEST 20 15 20 10 SCORE 15 15 15 9 BONUS POINTS TOTAL 15 5 20 15 10 10 ELIMENIS Process Compliance Staffing MAP Rate (for bags) Delays Time to Carousel total weight - 10) Percentage of light scanned Percentage of bags and 20 Minutes al bags dropped (compliance Outliers 35min Safety Compliance Quality Compliance Total - 100% 2 2 4 2 15 987 709 925 2 15 A. 10 20 10 99 10 89 A 100 10 A. Time to Carousel Ponts Percentage at flights scanned Points Percentage of bags scanned 95%-100% 15 90%-90% 60 or above 5599 Pons Last bag percent compliance Below 19.9% 90%-100% Points Last Bag 25 min. Outlers 20 15 10 15 classroom training in areas such as Six Sigma. Over 200 managers penalty for poor performance. The provider's line workers receive have obtained Ses Sigma Green Belt certification a portion of the bonus when top scores are achieved Alaska collect more than 100 quality and performance metrics As a company known for outstanding customer service, every day. For example, the accompanying picture tells the crew vice recovery efforts representa necessary area of emphasis that it has 6 minutes to close the door and back away from the gate When things go wrong, employees mobile to first communi to meet the time to pushback" target Operations personnel review cate with, and in many cases compensate affected customers.hu each airport bub's performance scorecard daily and the overall doesn't matter if it's not our fult." says Minice Front-line operations scorecard weekly. As Director of System Operations workers are empowered with a toolkit" of options to offer to Control, Wayne Newton proclaims," it is not measured, it is not inconvenienced customers, including the ability to provide up to managed." The focus is on identifying problem areas or trends 5.000 frequent flyer miles and/or vouchers for meals, hotels, lug determining causes and working on preventive measures page, and tickets. When an Alaska flight had to make an emer Within the operations function there are numerous detailed gency landing in Eugene, Oregon, due to a malfunctioning oven, input metrics for station operations (such as the percentage of passengers were immediately tested with information about what time that hoses are free of twists, the ground power cord is stowed. happened and why, and they were told that a replacement plane and no vehicles are parked in prohibited ones). Management would be arriving within one hour. Within that hour, an apology operates under the assumption that if all the detailed input met better along with a $450 ticket voucher were already in the mail ries are acceptable, the major key performance indicators, such as to each passenger's home. No customer complaints subsequently Alaska's on-time performance and 20-minute lage puarantee appeared on Twitter or Facebook. It's no wonder why Alaska's will automatically score well customers return again and again The accompanying table displays a sample monthly scorecard for Alaska's ground crew provider in Seattle. The major evalua tion categories include process compliance, stalling (depree that Discussion Questions crew members are available when needed), MAP rate (minimum 1. What are some ways that Alaska can sure that quality and acceptable performance for mishandled bags), delays, time to performance metric standards are met when the company out carousel, safety compliance and quality compliance. The qual sources its ground operations to a contract provider ity compliance Category alone tracks 64 detailed input metrics 2. Identify several quality metrick, in addition to those identified using approximately 30,000 monthly observations. Each of the earlier that you think Alaska tracks or should be tracking major categories on the scorecard has an importance weight and 3. Think about a previous problem that you had when thing, for the provider is assigned a weighted average score at the end of emplea late flight, a missed connection or lost each month. The contract with the supplier provides for up to a How if at all did the airline respond? Did the airline ade 3.7% bonus for outstanding performance and as much as a 5.0 quately address your situation? If not what should they