Journal of IOA Article Proposes Scheme for Ombuds Audit

Martha N. Patrick, the inaugural University Ombudsperson for UMass Boston, is the author of the latest article in the Journal of the International Ombuds Association: "The Visitor Experience and Standards Alignment Audit: A Framework for Ombuds Programs." Patrick drew on her experience as an Ombuds at UMass Amherst, where the program when through significant changes in a six-year period. She designed an audit to assess the experience of her visitors. 

Here is the abstract of the article:

The Visitor Experience and Standards Alignment Audit is a self-assessment framework and process designed specifically for ombuds programs. The audit is grounded in the customer-focused service improvement principles of Jan Carlzon and draws from the theories of learning organizations developed by Chris Argyris and Peter Senge. The audit takes participants through a series of stages and exercises with two primary goals: understanding and improving our visitors’ experience and increasing our fidelity to our professional and operational standards. The audit process is designed to be iterative and its insights to provide data needed for continual improvement.

(JIOA.)

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