Books by James T. Ziegenfuss

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 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.

This work is the result of 20 years in consultancy and uses case studies from the public and private sectors to illustrate each of the five categories of problems: technical; structural; psychosocial; managerial; and cultural. The variety and depth of the cases is purposeful, reflecting what real teams and managers face.