The Ombudsman Handbook

Designing and Managing an Effective Problem-Solving Program

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About the Book

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.

About the Author(s)

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.

Patricia O’Rourke was a patient ombudsman at McGill University Health Centre for 30 years and teaches courses on alternative health care and healing at Concordia University in Montreal, Quebec.

Bibliographic Details

James T. Ziegenfuss, Jr., and Patricia O’Rourke

Format: softcover (6 x 9)
Pages: 214
Bibliographic Info: bibliography, index
Copyright Date: 2011
pISBN: 978-0-7864-4896-8
eISBN: 978-0-7864-8532-1
Imprint: McFarland

Table of Contents

Acknowledgments      vii
Preface      1

SECTION ONE: PURPOSE, PRINCIPLES AND PROCEDURES
1. Human Resources Problems and the Need for Ombudsmen      5
2. Methods for Solving Organizational Problems      16
3. Ombudsmen in Diverse Settings: Distinctions and Similarities      29
4. Problem-Solving      47

SECTION TWO: IMPLEMENTING AN EFFECTIVE OMBUDSMAN PROGRAM: A GUIDE FOR HUMAN RESOURCES MANAGERS
5. Designing and Implementing an Ombudsman Program      61
6. Using Authority and Power as Tools for Effective Problem-Solving      85
7. A Day in the Life of an Organizational Ombudsman      96
8. Ombudsman Experiences: Learning That All Problems Are Important      105
9. Value to Top Management      120

SECTION THREE: INFORMATION FOR THE PRACTICING OR ASPIRING OMBUDSMAN
10. The Ombudsman in the Structure of the Organization      130
11. Ethical and Legal Issues      141
12. Evaluation and Control      154
13. Bottom- Line Benefits of Problem-Solving Programs      164
14. The Future      178

Bibliography      189
Index      201

Book Reviews & Awards

  • “A highly readable volume with an extensive bibliography”—SciTech Book News
  • “Essential”—Journal of the International Ombudsman Association