The ombudsman handbook designing and managing an effective problem-solving program / [electronic resource] :
James T. Ziegenfuss, Jr., and Patricia O'Rourke.
- Jefferson, N.C. : McFarland & Co., Inc., c2011.
- ix, 204 p.
Includes bibliographical references and index.
Purpose, principles and procedures -- Human resources problems and the need for ombudsmen -- Method for solving organizational problems -- Ombudsmen in diverse settings : distinctions and similarities -- Problem solving methods -- Implementing an effective ombudsman program : a guide for human resources managers -- Designing and implementing an ombudsman program -- Using authority and power as tools for effective problem solving -- A day in the life of an organizational ombudsman -- Ombudsman experiences: learning that all problems are important -- Value to top management -- Information for the practicing or aspiring ombudsman -- The ombudsman in the structure of the organization -- Ethical and legal issues -- Evaluation and control -- Bottom-line beneşts of problem solving programs -- The future.
"This book presents the ombudsman in concept and practice, offering design and details from start-up to key activities and roles, as well as the benefits for the top executives, employees and 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."--Provided by publisher.
Electronic reproduction. Palo Alto, Calif. : ebrary, 2011. Available via World Wide Web. Access may be limited to ebrary affiliated libraries.
Personnel management. Problem solving--Case studies. Ombudspersons.