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

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9780786448968: The Ombudsman Handbook: Designing and Managing an Effective Problem-Solving Program

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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About 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.

Review:



"destined to become an essential resource for the field". 
--Journal of the International Ombudsman Association, April 2011

"a highly readable volume with an extensive bibliography" --Sci Tech Book News, April 2011

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