Section One: Purpose, Principles and Procedures
1. Human Resources Problems and the Need for Ombudsmen 5
2. Methods for Solving Organizational Problems 16
3. Ombudsmen in Diverse Settings: Distinctions and Similarities 29
4. Problem-Solving 47
Section Two: Implementing an Effective Ombudsman Program: A Guide for Human Resource Managers
5. Designing and Implementing an Ombudsman Program 61
6. Using Authority and Power as Tools for Effective Problem-Solving 85
7. A Day in the Life of an Organizational Ombudsman 96
8. Ombudsman Experiences: Learning That All Problems Are Important 105
9. Value to Top Management 120
Section Three: Information for the Practicing or Aspiring Ombudsman
10. The Ombudsman in the Structure of the Organization 130
11. Ethical and Legal Issues 141
12. Evaluation and Control 154
13. Bottom- Line Benefits of Problem-Solving Programs 164
14. The Future 178
Bibliography 189
Index 201
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