The ombudsman handbook designing and managing an effective problem-solving program /
"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...
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| Main Author: | |
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| Corporate Author: | |
| Other Authors: | |
| Format: | Electronic eBook |
| Language: | English |
| Published: |
Jefferson, N.C. :
McFarland & Co., Inc.,
c2011.
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| Subjects: | |
| Online Access: | An electronic book accessible through the World Wide Web; click to view |
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| 007 | cr cn||||||||| | ||
| 008 | 101014s2011 ncu sbf 001 0 eng d | ||
| 010 | |z 2010043952 | ||
| 020 | |z 9780786448968 (softcover : alk. paper) | ||
| 020 | |z 9780786485321 (e-book) | ||
| 035 | |a (CaPaEBR)ebr10439434 | ||
| 035 | |a (OCoLC)704933592 | ||
| 040 | |a CaPaEBR |c CaPaEBR | ||
| 050 | 1 | 4 | |a HF5549 |b .Z54 2011eb |
| 082 | 0 | 4 | |a 658.3/15 |2 22 |
| 100 | 1 | |a Ziegenfuss, James T. | |
| 245 | 1 | 4 | |a The ombudsman handbook |h [electronic resource] : |b designing and managing an effective problem-solving program / |c James T. Ziegenfuss, Jr., and Patricia O'Rourke. |
| 260 | |a Jefferson, N.C. : |b McFarland & Co., Inc., |c c2011. | ||
| 300 | |a ix, 204 p. | ||
| 504 | |a Includes bibliographical references and index. | ||
| 505 | 0 | |a 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 beneþts of problem solving programs -- The future. | |
| 520 | |a "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. | ||
| 533 | |a Electronic reproduction. |b Palo Alto, Calif. : |c ebrary, |d 2011. |n Available via World Wide Web. |n Access may be limited to ebrary affiliated libraries. | ||
| 650 | 0 | |a Personnel management. | |
| 650 | 0 | |a Problem solving |v Case studies. | |
| 650 | 0 | |a Ombudspersons. | |
| 655 | 7 | |a Electronic books. |2 local | |
| 700 | 1 | |a O'Rourke, Patricia, |d 1944- | |
| 710 | 2 | |a ebrary, Inc. | |
| 856 | 4 | 0 | |u http://site.ebrary.com/lib/daystar/Doc?id=10439434 |z An electronic book accessible through the World Wide Web; click to view |
| 908 | |a 170314 | ||
| 942 | 0 | 0 | |c EB |
| 999 | |c 118962 |d 118962 | ||