{"product_id":"the-ombudsman-handbook-designing-and-managing-an-effective-problem-solving-program-paperback","title":"The Ombudsman Handbook: Designing and Managing an Effective Problem-Solving Program - Paperback","description":"\u003cp\u003eby \u003cb\u003eJames T. Ziegenfuss\u003c\/b\u003e (Author), \u003cb\u003ePatricia O'Rourke\u003c\/b\u003e (Author)\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e 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.\u003c\/p\u003e\u003ch3\u003eAuthor Biography\u003c\/h3\u003e\u003cp\u003e\u003cb\u003eJames T. Ziegenfuss, Jr., \u003c\/b\u003e 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. \u003cb\u003e\u003c\/b\u003e\u003cb\u003ePatricia O'Rourke\u003c\/b\u003e 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.\u003c\/p\u003e\u003cdiv\u003e\n\u003cstrong\u003eNumber of Pages:\u003c\/strong\u003e 214\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003eDimensions:\u003c\/strong\u003e 0.7 x 8.9 x 5.9 IN\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003ePublication Date:\u003c\/strong\u003e December 30, 2010\u003c\/div\u003e","brand":"Books by splitShops","offers":[{"title":"Default Title","offer_id":42723106324543,"sku":"9780786448968","price":53.91,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0105\/8226\/1823\/files\/23978812868984ba1d46b09da613c53d.webp?v=1765098033","url":"https:\/\/dhl-adrianne.myshopify.com\/products\/the-ombudsman-handbook-designing-and-managing-an-effective-problem-solving-program-paperback","provider":"BBB","version":"1.0","type":"link"}