CCM Performance Management & Metrics 3 — Questions and Answers
Question 1: A conflict manager is tasked with calculating ROI for the mediation program. Which formula correctly represents ROI?
- (Total cases resolved / Total cases filed) × 100
- ((Benefits − Costs) / Costs) × 100 (Correct answer)
- (Cost per case / Industry average cost) × 100
- (Settlement rate / Recurrence rate) × 100
Correct answer: ((Benefits − Costs) / Costs) × 100
ROI is calculated as net benefit (benefits minus costs) divided by costs, expressed as a percentage.
Question 2: Which of the following best describes a process metric in conflict management?
- Percentage of employees who feel workplace relationships improved
- Total cost savings from avoided litigation
- Average number of mediation sessions per case (Correct answer)
- Recurrence rate of resolved disputes
Correct answer: Average number of mediation sessions per case
Process metrics measure how a program operates (e.g., sessions per case), not its outcomes or costs.
Question 3: An organization finds its conflict escalation rate is rising despite more mediators being hired. The MOST likely explanation is:
- Too many mediators are handling each case simultaneously
- The intake and early-intervention process is not capturing cases early enough (Correct answer)
- Resolution rates are too high, masking underlying issues
- The benchmarking data used is inaccurate
Correct answer: The intake and early-intervention process is not capturing cases early enough
Rising escalation despite added capacity typically signals a gap in early identification or intervention before conflicts intensify.
Question 4: In performance management, what does 'stakeholder satisfaction index' specifically measure in a conflict program context?
- The mediator's personal satisfaction with outcomes
- Aggregate satisfaction of parties, managers, and HR with the resolution process and outcome (Correct answer)
- The number of stakeholders who participated in mediation
- Leadership approval rating of the conflict management department budget
Correct answer: Aggregate satisfaction of parties, managers, and HR with the resolution process and outcome
A stakeholder satisfaction index aggregates satisfaction ratings from all parties involved, providing a holistic view of program quality.
Question 5: When a conflict management program's data shows high efficiency but low effectiveness, what action is most appropriate?
- Increase the number of cases handled to improve effectiveness scores
- Re-examine program goals and whether the right problems are being addressed (Correct answer)
- Focus exclusively on cutting costs further to improve the efficiency gap
- Eliminate effectiveness metrics from the dashboard as unreliable
Correct answer: Re-examine program goals and whether the right problems are being addressed
High efficiency with low effectiveness means the program is doing things fast but not achieving desired outcomes, suggesting a strategic misalignment.
Question 6: A conflict manager wants to measure 'timeliness' of case handling. Which metric best captures this?
- Percentage of cases with written agreements
- Average days from case intake to resolution (Correct answer)
- Number of parties who returned for follow-up sessions
- Mediator caseload per month
Correct answer: Average days from case intake to resolution
Average days from intake to resolution directly measures how timely the case-handling process is.
Question 7: What is the primary risk of using ONLY quantitative metrics to evaluate a conflict management program?
- Quantitative data is too expensive to collect consistently
- Important qualitative dimensions like party empowerment and relationship repair may be overlooked (Correct answer)
- Quantitative metrics always favor the mediator over the parties
- Regulators typically reject quantitative-only reports
Correct answer: Important qualitative dimensions like party empowerment and relationship repair may be overlooked
Quantitative metrics cannot capture nuanced aspects of conflict resolution such as restored trust, empowerment, or relationship quality.
CCM Performance Management & Metrics 3
A conflict manager is tasked with calculating ROI for the mediation program.
Which formula correctly represents ROI?