The Ombudsman Handbook: Designing and Managing an Effective Problem-Solving Program
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Organizational Troubleshooters: Resolving Problems With Customers and Employees (Jossey Bass Business and Management Series)
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Organization and Management Problem Solving: A Systems and Consulting Approach
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Strategic Planning: Cases, Concepts, and Lessons
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Designing Organizational Futures: A Systems Approach to Strategic Planning With Cases for Public and Non-Profit Organizations
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Customer Friendly: The Organizational Architecture of Service
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