This book provides a detailed rationale for the creation of ombudsman offices; suggestions for structuring and documenting an ombudsman program and how to addre

"Many people and organizations do not understand what organizational ombuds are and how they work. They want to know what value these programs really add, and t

Public and private organizations can benefit from the creation and implementation of an ombudsman program designed to problem-solve at the organizational level.

This book is a practical guide for anyone with questions about what ombuds programs are and how they operate. Part I presents the author's expert responses to c