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Product info

<p/><br></br><p><b> About the Book </b></p></br></br>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.<p/><br></br><p><b> Book Synopsis </b></p></br></br>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.<p/><br></br><p><b> Review Quotes </b></p></br></br><br>"a highly readable volume with an extensive bibliography"--<i>SciTech Book News</i>; "essential"--<i>Journal of the International Ombudsman Association</i>.<br><p/><br></br><p><b> About the Author </b></p></br></br><b>James T. Ziegenfuss, Jr., </b> 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. <b></b><b>Patricia O'Rourke</b> 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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