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

Ziegenfuss, James T., Jr./ O rourke, Patricia

ISBN 10: 0786448962 / ISBN 13: 9780786448968

Published by McFarland & Co Inc Pub, 2011

About this Item

2; rev edition. 214 pages. 8.90x5.90x0.70 inches. In Stock.

Seller Inventory # x-0786448962

Bibliographic Details

• Title: The Ombudsman Handbook: Designing and Managing an Effective Problem-solving Program
• Publisher: McFarland & Co Inc Pub
• Publication Date: 2011
• Language: English
• ISBN 10: 0786448962
• ISBN 13: 9780786448968
• Binding: Paperback
• Edition: 2nd Edition
• Condition: Brand New
• Weight: 0.32 kilograms

About this title

Synopsis

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.

About the Authors

The late James T. Ziegenfuss, Jr., retired in 2011 from Penn State University where he was a management professor and active adviser to public and private organizations. He was the author of 13 books and more than 150 articles.

The late Patricia O'Rourke was a patient ombudsman at McGill University Health Centre for over 30 years and taught courses on alternative health care and healing at Concordia University in Montreal, Quebec.