James T. Ziegenfuss, Patricia O'Rourke

The Ombudsman Handbook

Designing and Managing an Effective Problem-Solving Program

• Broschiertes Buch

Produktbeschreibung

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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Produktdetails

• Verlag: McFarland
• Seitenzahl: 216
• Erscheinungstermin: 15. Dezember 2010
• Englisch
• Abmessung: 229mm x 152mm x 13mm
• Gewicht: 358g
• ISBN-13: 9780786448968
• ISBN-10: 0786448962
• Artikelnr.: 31584730

Autorenporträt

James T. Ziegenfuss, Jr., a management professor at Penn State University and an active adviser to public and private organizations, is 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.

Inhaltsangabe

Table of Contents
Acknowledgments     
Preface     
SECTION ONE: PURPOSE, PRINCIPLES AND PROCEDURES
1. Human Resources Problems and the Need for Ombudsmen     
2. Methods for Solving Organizational Problems     
3. Ombudsmen in Diverse Settings: Distinctions and Similarities     
4. Problem-Solving     
SECTION TWO: IMPLEMENTING AN EFFECTIVE OMBUDSMAN PROGRAM: A GUIDE FOR HUMAN
RESOURCES MANAGERS
5. Designing and Implementing an Ombudsman Program     
6. Using Authority and Power as Tools for Effective Problem-Solving     
7. A Day in the Life of an Organizational Ombudsman     
8. Ombudsman Experiences: Learning That All Problems Are Important     
9. Value to Top Management     
SECTION THREE: INFORMATION FOR THE PRACTICING OR ASPIRING OMBUDSMAN
10. The Ombudsman in the Structure of the Organization     
11. Ethical and Legal Issues     
12. Evaluation and Control     
13. Bottom- Line Benefits of Problem-Solving Programs     
14. The Future     
Bibliography     
Index