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E-grāmata: Ombudsman Handbook: Designing and Managing an Effective Problem-Solving Program

3.50/5 (9 ratings by Goodreads)
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  • Formāts: 214 pages
  • Izdošanas datums: 10-Jan-2014
  • Izdevniecība: McFarland & Co Inc
  • Valoda: eng
  • ISBN-13: 9780786485321
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Ombudsman Handbook: Designing and Managing an Effective Problem-Solving ProgramPalielināt
  • Formāts: 214 pages
  • Izdošanas datums: 10-Jan-2014
  • Izdevniecība: McFarland & Co Inc
  • Valoda: eng
  • ISBN-13: 9780786485321
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"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.

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.

Recenzijas

a highly readable volume with an extensive bibliographySciTech Book News; essentialJournal of the International Ombudsman Association.

Acknowledgments vii
Preface 1(4)
Section One Purpose, Principles and Procedures
1 Human Resources Problems and the Need for Ombudsmen
5(11)
2 Methods for Solving Organizational Problems
16(13)
3 Ombudsmen in Diverse Settings: Distinctions and Similarities
29(18)
4 Problem-Solving
47(14)
Section Two Implementing An Effective Ombudsman Program: A Guide For Human Resources Managers
5 Designing and Implementing an Ombudsman Program
61(24)
6 Using Authority and Power as Tools for Effective Problem-Solving
85(11)
7 A Day in the Life of an Organizational Ombudsman
96(9)
8 Ombudsman Experiences: Learning That All Problems Are Important
105(15)
9 Value to Top Management
120(10)
Section Three Information for the Practicing Or Aspiring Ombudsman
10 The Ombudsman in the Structure of the Organization
130(11)
11 Ethical and Legal Issues
141(13)
12 Evaluation and Control
154(10)
13 Bottom-Line Benefits of Problem-Solving Programs
164(14)
14 The Future
178(11)
Bibliography 189(12)
Index 201
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 ORourke 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.
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