Performance Management & Metrics Flashcards
7 cards from real CCM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Performance Management & Metrics flashcards as text
A conflict manager notices that case resolution time has increased 30% over two quarters. What is the FIRST analytical step?
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.
Which metric best measures the LONG-TERM effectiveness of a conflict resolution intervention?
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.
An organization wants to compare its conflict resolution program against industry benchmarks. What type of evaluation is this?
Answer: Benchmarking analysis
Benchmarking analysis involves comparing organizational metrics to industry standards or peer organizations to gauge relative performance.
A mediator's settlement rate is 90%, but post-resolution surveys show low satisfaction. What does this discrepancy most likely indicate?
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.
When designing a balanced scorecard for a conflict management department, which FOUR perspectives are typically represented?
Answer: Financial, customer, internal process, and learning/growth
The Kaplan-Norton Balanced Scorecard framework uses financial, customer, internal process, and learning/growth perspectives.
What is a leading indicator in conflict management performance measurement?
Answer: Employee conflict competency training completion rates
Leading indicators predict future performance; training completion rates signal future conflict-handling capability before problems occur.
A conflict resolution program reports a 40% reduction in formal grievances after implementing peer mediation. This is an example of which metric type?
Answer: Outcome metric
Outcome metrics measure the end results of a program, such as changes in grievance rates attributable to the intervention.