The Ombudsman Handbook: Designing and Managing an Effective Problem-Solving Program / Edition 2

The Ombudsman Handbook: Designing and Managing an Effective Problem-Solving Program / Edition 2

by James T. Ziegenfuss, Patricia O'Rourke
     
 

ISBN-10: 0786448962

ISBN-13: 9780786448968

Pub. Date: 12/16/2010

Publisher: McFarland & Company, Incorporated Publishers

Public and private organizations can benefit from the creation and implementation of an ombudsman program designed to problem-solve at the organizational level. This timely book presents the ombudsman in concept and in practice, offering full design and operational details from start-up to key activities and roles, as well as the benefits for the top executives,

Overview

Public and private organizations can benefit from the creation and implementation of an ombudsman program designed to problem-solve at the organizational level. This timely book presents the ombudsman in concept and in practice, offering full design and operational details from start-up to key activities and roles, as well as the benefits for the top executives, the employees and the customers. Case studies from numerous fields are examined to illustrate how a strong ombudsman program is vital to avoiding litigation, resolving conflicts and assisting management.

Product Details

ISBN-13:
9780786448968
Publisher:
McFarland & Company, Incorporated Publishers
Publication date:
12/16/2010
Pages:
214
Product dimensions:
5.90(w) x 8.90(h) x 0.60(d)

Table of Contents

Acknowledgments vii

Preface 1

Section 1 Purpose, Principles and Procedures

1 Human Resources Problems and the Need for Ombudsmen 5

2 Methods for Solving Organizational Problems 16

3 Ombudsmen in Diverse Settings: Distinctions and Similarities 29

4 Problem-Solving 47

Section 2 Implementing an Effective Ombudsman Program: A Guide for Human Resources Managers

5 Designing and Implementing an Ombudsman Program 61

6 Using Authority and Power as Tools for Effective Problem-Solving 85

7 A Day in the Life of an Organizational Ombudsman 96

8 Ombudsman Experiences: Learning That All Problems Are Important 105

9 Value to Top Management 120

Section 3 Information for the Practicing or Aspiring Ombudsman

10 The Ombudsman in the Structure of the Organization 130

11 Ethical and Legal Issues 141

12 Evaluation and Control 154

13 Bottom-Line Benefits of Problem-Solving Programs 164

14 The Future 178

Bibliography 189

Index 201

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