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