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

by James T. Ziegenfuss (Author), Patricia O'Rourke (Author)

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.

Author Biography

The late James T. Ziegenfuss, Jr., retired in 2011 from Penn State University where he was a management professor and active adviser to public and private organizations. He was 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.