The plan for managing IR (Industrial Relations) and CCMA (Commission for Conciliation, Mediation, and Arbitration) risk is centered on effectively managing case resolutions, optimizing procedures, and improving overall satisfaction. The focus is on reducing case resolution time and enhancing the success rate of resolutions by implementing clear procedures and providing training on negotiation skills.
For instance, case resolution time can be minimized by using automated systems and enhancing communication. Metrics like the success rate of resolutions and employee satisfaction are crucial in ensuring cases are handled efficiently, reducing the need for escalation. Monitoring the number of cases per employee ensures balanced workloads, while cost per resolution emphasizes fiscal responsibility.
Top 5 metrics for IR & CCMA Risk Management
1. Case Resolution Time
The average time taken to resolve individual cases from initiation to closure
What good looks like for this metric: 3-6 months
How to improve this metric:- Establish clear procedures for case handling
- Use automated systems for case tracking
- Enhance communication between involved parties
- Provide regular training for case managers
- Regularly review unresolved cases to identify bottlenecks
2. Success Rate of Resolutions
The percentage of cases resolved without escalation or legal proceedings
What good looks like for this metric: 70-85%
How to improve this metric:- Invest in training for negotiation skills
- Implement mediation before litigation
- Track and analyse unsuccessful cases for improvements
- Establish a collaborative problem-solving approach
- Regularly update dispute resolution policies
3. Number of Cases Per Employee
The average number of IR & CCMA cases managed per employee
What good looks like for this metric: 1-3 cases per year
How to improve this metric:- Allocate dedicated case managers
- Ensure balanced distribution of cases
- Monitor individual case manager workloads
- Implement preventative measures to reduce cases
- Offer support services to employees to prevent issues
4. Employee Satisfaction with Resolution Process
A measure of how satisfied employees are with the case resolution process
What good looks like for this metric: 80% satisfaction
How to improve this metric:- Conduct regular surveys post-resolution
- Incorporate feedback into process improvement
- Enhance transparency of the process
- Provide clear communication throughout the process
- Offer employee support services during the process
5. Cost of Resolution Per Case
The average cost incurred by the company per resolved case
What good looks like for this metric: $500-$2,000
How to improve this metric:- Reduce legal costs through internal mediation
- Implement cost-effective dispute resolution methods
- Analyse high-cost cases for learning
- Use technology to streamline processes
- Negotiate vendor contracts for better rates
How to track IR & CCMA Risk Management metrics
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your metrics.
