Activity 4: Monitor the outcomes of performance plans 

Activity context

After the implementation of the team performance plans, a scheduled follow up was conducted to monitor the progress and performance of the team members. The following are the outcomes of the performance assessment conducted: 

Team performance 

• Average customer satisfaction of 95% for customer enquiries was achieved. 

• The average first reply time for e-mail support was decreased from 11 hours to 8 hours

• Service call resolution rate was improved from 80% to 90% 

• The first contact resolution (FCR) rate was improved by 10% by next month.

Individual’s performance 

• Fernando, Charon and Yuki have achieved the desired KPIs. 

The desired objectives have been achieved. However, there has been an incident that the management wants to address with the customer service staff members. 

Incident: 

Yuki received a call from a customer who wanted to enquire about the website development. Yuki introduced herself. The customer asked Yuki where she is a migrant. After Yuki explained that she has recently moved to Australia from China, the customer asked to speak to any Australian customer service staff as he was opposed to immigration. Yuki was annoyed and informed the customer that Online Media Solutions did not need business from such customers and slammed down the phone. 

Yuki has been the best performing employee from last six months and always handled these sort of situations in a very professional manner. After having a discussion with Yuki, you have become aware that she was having issues with her personal life at that moment and things have sorted out now.

The management wants you to conduct a meeting with the team members. The purpose of this meeting is to:

• Provide feedback to the team members to encourage, value and reward others

• Make the team members become aware of the code of ethics that they need to follow 

• Assess any further needs of the team members or any unresolved issues, concerns and problems that they need the organisation to address. 

Description of the activity

This activity requires you to arrange a meeting with the following customer service team members: 

• Yuki

• Charon 

• Fernando

The purpose of the meeting is to monitor and address the outcomes of the team performance plan and identify any unresolved issues, concerns and problems. 

Before the meeting, you are required to: 

• Carefully analyse the information given in the case study. 

• Develop a meeting agenda and send an e-mail to the staff members to invite them to the meeting. 

The meeting agenda must be prepared, considering the objectives of the meeting and using the template provided. The meeting agenda must discuss the purpose of the meeting and provide details regarding the place, date and time of the meeting. 

After preparing the meeting agenda, you are then required to send an e-mail to the staff members to invite them to the meeting. 

Guidelines for writing the e-mail: 

• Ensure the text written in the e-mail is grammatically correct and free of errors. 

• Use business style writing. 

• The text must provide a summary of the attachment. 

• Attach meeting agenda to the e-mail.

After e-mailing the meeting agenda to the participants of the meeting, you are then required to conduct a meeting with them. 

When conducting the meeting, you must demonstrate effective and communication skills at all times: 

• Use formal communication style, encouraging and respectful tone 

• Ask questions to clarify and confirm understanding 

• Listen actively

• Understanding the information needs of others 

• Adapt communication to suit the audience

• Answer questions clearly and concisely.

• Use non-verbal communication skills that encourage discussion and feedback: nodding, smiling, eye contact 

• Promote work team collaboration through individual behaviour

• Model desired behaviour and practices

During the meeting, you must: 

• Welcome the participants 

• Provide an introduction to the meeting’s purpose 

• Provide feedback to team members on team effort and contributions to encourage, value and reward them 

• Discuss the following: 

o Discuss the incident that took place and how it can affect the company’s reputation. 

o Discuss the code of ethics that the team members need to follow. 

o Discuss how in a team, they can work in collaboration with each other and address any issues or concerns? 

o Discuss that the management is committed to addressing any further learning needs of the staff members. Ask the following questions: 

 Are there any unresolved issues, concerns and problems that the team members need to discuss? 

 What are the further areas of improvement that the team members need to focus on? 

• Provide an opportunity for discussion. 

o Listen and comprehend information from a variety of spoken exchanges with the participants of the meeting 

o Provide an opportunity for the audience to ask questions 

o Respond to questions. 

o Assess the concerns of the participants  

o Acknowledge and respond to differences in opinions.

• Agree on further solutions. 

• Make revisions to the individual performance improvement plans based on the further areas of improvement. 

The individual/team members will: 

• Answer the questions asked by the Customer service team leader. 

• Provide their feedback on the further course of actions. 

Close the meeting: 

• Summarise the agreed outcomes 

After the meeting, you must provide summary outcomes of the meeting using the meeting minutes template provided. 

After preparing the meeting minutes, send an e-mail to the attendees of the meeting. 

Guidelines for writing the e-mail: 

• Ensure the text written in the e-mail is grammatically correct and free of errors. 

• Use business style writing. 

• The text must provide a summary of the attachment. 

Evidence to be submitted after each fortnight individual and team meeting: 

• Meeting minutes 

• Revised individual performance improvement plans