Question 3 (35 points) Listen Chris Johnson has been a customer service representative in an IBM call centre for 5 years. At Chris's most recent performance appraisal (just two months ago), Chris's overall rating was excellent, which led to a generous wage increase. Over the past month, Chris has begun making a lot of serious mistakes. Chris often drops calls resulting in clients calling back to complain that their call was dropped. Customers have also begun complaining about Chris' lack of empathy and the "abrupt" manner in which Chris provides service over the phone. Chris' supervisor, Pat Smith, must decide how to respond to the decline in Chris' performance. If Pat Smith were applying the new Checkpoint performance management system, what components of the IBM performance management process would Pat apply to support an improvement in Chris' performance? (Adapted from McGraw Hill Education) (35 marks)