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 | ebrary, Inc.
Material type:![materialTypeLabel](/opac-tmpl/lib/famfamfam/BK.png)
Item type | Current location | Collection | Call number | URL | Copy number | Status | Date due | Item holds |
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IUKL Library | Subscripti | http://site.ebrary.com/lib/kliuc/Doc?id=10439434 | 1 | Available |
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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