The Ombudsman Handbook

Designing and Managing an Effective Problem-Solving Program

af James T. Ziegenfuss

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 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.