Week 4, post#2

Rationality
Creating an atmosphere of rationality in the way business is conducted at my organization would be a feat unto itself. We would have to create a unit that would make the art of developing logical reasoning the order of the day. Actually, I have suggested the idea of creating an Ombudsman. I have listened to the Ombudsman for NPR radio and found the job fascinating. According to the NPR web site, the Mandate and Office of Ombudsman:

1. The Ombudsman is the public's representative to National Public Radio, empowered to respond to significant queries, comments and criticisms regarding NPR programming.
2. The Ombudsman will serve as an independent source of information, explanation, amplification and analysis for the public regarding NPR's programming and NPR's adherence to its programming standards and practices.
3. The Ombudsman is empowered to receive complaints from the public regarding NPR programming, and refer the complaints to relevant management for response.
4. Should a complainant deem a response from NPR management unsatisfactory, the Ombudsman is empowered to investigate NPR's standards and practices with regard to the matter raised, respond to the complainant, inform the management of findings and conclusion, and make public any conclusion(s) if the issue is relevant to people other than the complainant. The Ombudsman may also intervene if NPR management fails to provide a timely response to a complaint.
5. The Office of the Ombudsman is completely independent of NPR staff and management, reporting directly to the President and, through the President, to NPR's Board of Directors.
6. The NPR Ombudsman will identify issues and trends in contemporary artistic, editorial, and journalistic broadcast programming for the benefit of NPR's professional staff, member stations, and the public. The Ombudsman will use on-air broadcasts, and online and public discussion groups to present issues and suggest ways for NPR's practices to uphold the highest professional standards.
(There were a total of 9 mandates).
To me I liken the Ombudsman to the person who needs to be objective and reasonable in how they receive/deliver the communications. The independent nature of the position allows for the perceived objectivity that would be necessary to ensure a satisfactory resolution.

If this position would be created in the public safety arena I believe it would be a win-win scenario for all stakeholders. The community would benefit in having the opportunity to offer criticism, praise, or complaint about the agency, and/or the body that audits the agency. The agency would be able to use the comments garnered from the Ombudsman to strengthen their continued success of value added service. They would also benefit from the complaints and look at ways to reduce these negative comments.

The Auditor would benefit from the Ombudsman by increasing its value as a resource to the community member by utilizing the complaint process with a focused priority.

Both entities currently seem to have an adversarial relationship. The Ombudsman would benefit both groups by being the voice of reason and objectivity.