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The ombudsman handbook [electronic resource] : designing and managing an effective problem-solving program / James T. Ziegenfuss, Jr., and Patricia O'Rourke.

By: Ziegenfuss, James T.
Contributor(s): O'Rourke, Patricia, 1944- | ebrary, Inc.
Material type: materialTypeLabelBookPublisher: Jefferson, N.C. : McFarland & Co., Inc., c2011Description: ix, 204 p.Subject(s): Personnel management | Problem solving -- Case studies | OmbudspersonsGenre/Form: Electronic books.DDC classification: 658.3/15 Online resources: An electronic book accessible through the World Wide Web; click to view
Contents:
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 bene�ts of problem solving programs -- The future.
Summary: "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.
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Item type Current location Collection Call number URL Copy number Status Date due Item holds
E-book E-book IUKL Library
Subscripti http://site.ebrary.com/lib/kliuc/Doc?id=10439434 1 Available
Total holds: 0

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 bene�ts 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.

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