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![Cover for Ziegenfuss, James T., Jr. · The Ombudsman Handbook: Designing and Managing an Effective Problem-Solving Program (Paperback Book) [2 Revised edition] (2010)](https://imusic.b-cdn.net/images/item/original/968/9780786448968.jpg?ziegenfuss-james-t-jr-2010-the-ombudsman-handbook-designing-and-managing-an-effective-problem-solving-program-paperback-book&class=scaled&v=1542809818)