Please click onto the following link for the June 2007 issue of Conflict Resolution e-Journal for June 2007:

http://www.latrobe.edu.au/cr/research/elib/CRe-Journal_June2007.pdf

See page 20 for the article:

 "Performance Measurement Considerations for Dispute System Designers - what gets measured gets managed, what is managed can be improved.

by Rob Warner