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

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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.

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Editorial Reviews

SciTech Book News
a highly readable volume with an extensive bibliography
Journal of the International Ombudsman Association
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Product Details

  • ISBN-13: 9780786448968
  • Publisher: McFarland & Company, Incorporated Publishers
  • Publication date: 12/16/2010
  • Edition number: 2
  • Pages: 214
  • Sales rank: 709,578
  • Product dimensions: 5.90 (w) x 8.90 (h) x 0.60 (d)

Meet the Author

James T. Ziegenfuss, Jr., a management professor at Penn State University and an active adviser to public and private organizations, is the author of 13 books and more than 150 articles. Patricia O'Rourke was a patient ombudsman at McGill University Health Centre for 30 years and teaches courses on alternative health care and healing at Concordia University in Montreal, Quebec.

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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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