The Ombudsman Handbook: Designing and Managing an Effective Problem-Solving Program
- ISBN-10
- 0786485329
- ISBN-13
- 9780786485321
- Category
- Business & Economics
- Pages
- 214
- Language
- English
- Published
- 2014-01-10
- Publisher
- McFarland
- Authors
- Jr., James T. Ziegenfuss, Patricia O’Rourke
Description
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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