Includes bibliographical references (p. 189-200) and index.

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.

"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.