Measuring Value in Mediation: A Case Study of Workplace Mediation in City Government

25 Pages Posted: 15 Jun 2006

See all articles by David Mark Leon

David Mark Leon

D. Hardison Wood

New York City Center for Mediation Services

Abstract

To date, mediation programs have been evaluated for effectiveness by focusing on a number of indicators, including resolution rates, participant satisfaction surveys, and reduction in complaint volume. Cost-benefit and value analysis of such programs is rare. This paper reports the results from the first two years of operations at the New York City Center for Mediation Services, evaluates these results, and discusses ways to begin measuring the value of a centralized workplace mediation program, noting first time and cost savings and participant satisfaction with the program, then extending the analysis to address return on investment, reduced opportunity costs, and the program's contribution to a productive work environment.

Keywords: Mediation, ADR

JEL Classification: K31

Suggested Citation

Leon, David Mark and Wood, D. Hardison, Measuring Value in Mediation: A Case Study of Workplace Mediation in City Government. Ohio State Journal on Dispute Resolution, Vol. 21, p. 383, 2006. Available at SSRN: https://ssrn.com/abstract=904161

D. Hardison Wood

New York City Center for Mediation Services ( email )

NY
United States

No contact information is available for David Mark Leon

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