CCM Performance Management & Metrics 2

Question 1

A conflict manager notices that case resolution time has increased 30% over two quarters. What is the FIRST analytical step?

Accepted Answer

Segment data by case type, mediator, and complexity to identify patterns

Answer

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?

Accepted Answer

Recurrence rate of the same conflict after 6–12 months

Answer

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?

Accepted Answer

Benchmarking analysis

Answer

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?

Accepted Answer

Agreements are being reached but may not be truly voluntary or durable

Answer

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?

Accepted Answer

Financial, customer, internal process, and learning/growth

Answer

The Kaplan-Norton Balanced Scorecard framework uses financial, customer, internal process, and learning/growth perspectives.

(CCM) Certified Conflict Manager Practice Test

(CCM) Certified Conflict Manager Practice Test

CCM Performance Management & Metrics 2