CCM Performance Management & Metrics 2 — Questions and Answers
Question 1: A conflict manager notices that case resolution time has increased 30% over two quarters. What is the FIRST analytical step?
- Close all open cases immediately to reset the metric
- Segment data by case type, mediator, and complexity to identify patterns (Correct answer)
- Replace the mediators with the longest average resolution times
- Report the metric to senior leadership without further analysis
Correct answer: Segment data by case type, mediator, and complexity to identify patterns
Segmenting data by relevant variables helps identify whether the increase is systemic, case-specific, or mediator-related before drawing conclusions.
Question 2: Which metric best measures the LONG-TERM effectiveness of a conflict resolution intervention?
- Number of sessions held per case
- Cost per resolved case
- Recurrence rate of the same conflict after 6–12 months (Correct answer)
- Client satisfaction score at case close
Correct answer: Recurrence rate of the same conflict after 6–12 months
Recurrence rate measures whether the resolution held over time, making it the strongest indicator of long-term effectiveness.
Question 3: An organization wants to compare its conflict resolution program against industry benchmarks. What type of evaluation is this?
- Formative evaluation
- Benchmarking analysis (Correct answer)
- Return on investment analysis
- Process mapping
Correct answer: Benchmarking analysis
Benchmarking analysis involves comparing organizational metrics to industry standards or peer organizations to gauge relative performance.
Question 4: A mediator's settlement rate is 90%, but post-resolution surveys show low satisfaction. What does this discrepancy most likely indicate?
- The settlement rate metric is being calculated incorrectly
- Agreements are being reached but may not be truly voluntary or durable (Correct answer)
- Satisfaction surveys are an unreliable metric
- The mediator needs more technical training
Correct answer: Agreements are being reached but may not be truly voluntary or durable
High settlement rates paired with low satisfaction suggest parties may be agreeing under pressure rather than through genuine interest-based resolution.
Question 5: When designing a balanced scorecard for a conflict management department, which FOUR perspectives are typically represented?
- Financial, operational, legal, and reputational
- Financial, customer, internal process, and learning/growth (Correct answer)
- Cost, quality, time, and scope
- Strategic, tactical, operational, and administrative
Correct answer: Financial, customer, internal process, and learning/growth
The Kaplan-Norton Balanced Scorecard framework uses financial, customer, internal process, and learning/growth perspectives.
Question 6: What is a leading indicator in conflict management performance measurement?
- Number of cases resolved last quarter
- Total cost savings from mediation in the prior year
- Employee conflict competency training completion rates (Correct answer)
- Average settlement rate over the past 12 months
Correct answer: Employee conflict competency training completion rates
Leading indicators predict future performance; training completion rates signal future conflict-handling capability before problems occur.
Question 7: A conflict resolution program reports a 40% reduction in formal grievances after implementing peer mediation. This is an example of which metric type?
- Efficiency metric
- Outcome metric (Correct answer)
- Process metric
- Compliance metric
Correct answer: Outcome metric
Outcome metrics measure the end results of a program, such as changes in grievance rates attributable to the intervention.
CCM Performance Management & Metrics 2
A conflict manager notices that case resolution time has increased 30% over two quarters.
What is the FIRST analytical step?