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

By James T. Ziegenfuss Jr. and Patricia O'Rourke

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.

• Format: Paperback
• Language: English
• ISBN: 0786448962
• ISBN13: 9780786448968
• Release Date: December 2010
• Publisher: McFarland & Company
• Length: 214 Pages
• Weight: 0.70 lbs.
• Dimensions: 0.7" x 5.9" x 8.9"
• Age Range: 18 years and up
• Grade Range: Postsecondary and higher