V práci se jedná o roli interního auditu v organizacích a zvlášť v českém bankovnictví, o rozvoji interního auditu. Jednou z kapitol je právní a písemná úprava interního auditu; stručný popis zákonů a Standardů, kterými se praxe interního auditu řídí. Značnou části je podrobný rozbor činnosti následujících institucí: finančního arbitra ČR, bankovního ombudsmana České spořitelny, bankovního ombudsmana Komerční banky. Práce také zahrnuje průzkumy trhu, které byly uskutečněné společnostmi Ernst&Young a PricewaterhouseCoopers.

Drawing on labour process theory and Bourdieu’s field theory, this study explores the challenges that newspapers face in maintaining their relevance to readers in an age where news has been de-commoditised and made readily available on the web. Empirically the study is based on four case studies of incidents where different newspapers were reported to the Press Ombudsman for inaccurate reporting in recent years. In-depth interviews were conducted with key informants from the selected cases. In addition to that, a key informant from the office of the Press Ombudsman was also interviewed to provide further insight into the effectiveness of the Press Code in regulating accuracy in news reporting as well as the challenges that newspapers are faced with in that regard. It is argued that the digitalisation of media increases the tension between the production of news as a public good vs. its delivery as a commodity that has to ensure profit. Media is an essential pillar of democratic South Africa as it provides news to ensure that citizens are informed about issues that concern them and have the ability to make decisions on matters of concern – i.e. a public good. It is therefore crucial that news be reported in an accurate and professional manner adhering to the standards set by the Press Code. Newspapers are faced with the challenge of ensuring a balance between producing news that is accurate and adheres to the set standards outlined in the Press Code while also ensuring that they remain profitable – i.e. news as a commodity. The findings from this study illustrate that all errors are not due to commercial pressure and that newspapers therefore still have room to manoeuvre, put differently, there is room for agency. This implies that newspapers have to come up with strategies to continue to produce news effectively and attempt to avoid errors in news reporting. As is shown, in some instances quality of news can be compromised in the long run, as in the case of sensationalising news stories and headlines. When news is sensationalised, it is reported in an exaggerated manner and this may result in the accuracy of the news story or headline being lost. Pressures existent in the process of news production in addition to inadequate training and inadequately verifying information from news sources were found as some of the challenges in journalists’ and/or editors failures to appropriately apply the Press Code in news reporting. Failure to adhere to and appropriately apply the Press Code results in inaccurate news reporting by newspapers. / Dissertation (MSocSci)--University of Pretoria, 2013. / gm2014 / Sociology / unrestricted

El Ombudsman de la prensa es un mecanismo de autorregulación que se crea para garantizar los derechos del público, atender sus quejas, dudas o sugerencias sobre los contenidos del medio de comunicación y vigilar que el tratamiento de la información sea acorde con las normas jurídicas, éticas y profesionales del periodismo. También pretende aumentar el papel de la audiencia en el proceso informativo. La presente investigación aborda, desde sus orígenes como institución pública, las funciones desempeñadas por el Ombudsman de la prensa y su incidencia hasta la actualidad, con relación a su presencia en los códigos deontológicos de la profesión y en el Derecho positivo español. El Defensor del Lector, tras los resultados obtenidos en este estudio, es una figura esencial para algunos medios de comunicación es innecesaria para otros en los tiempos actuales, y así muchos medios no apuestan decididamente por su creación al pensar que su presencia puede empeorar la imagen del medio de cara a los públicos. Concluiremos con una serie de recomendaciones y propuesta de mejora en el futuro para una mayor credibilidad y calidad periodística.

Diploma thesis is concerning about cooperation between human rights, non-profit, non- governmental organizations and the Ombudsman. Area of service and competence of the Ombudsman in recent years has significantly widened, which could be interesting and useful for the civil sector, and that it is primarily for the mentioned non-governmental organizations. The aim is to determine whether there is between these actors cooperation or not, optionally in which areas. Thesis is based on the theory of division of power, and assumes that the actors will be willingness to cooperate. Whether this actually works, was investigated by means of mixed research, starting from the survey between human rights organizations, and consequently more views on cooperation were gathered from interviews. The outcome of this thesis is to find in what specific areas cooperation proceeds, why cooperation does not appear and where they could find points of contact of cooperation.

The number of Ombudsman offices in U.S. federal agencies rose dramatically in the 1990s. This study investigates why, despite the efforts of policymakers to force staff reductions across the federal government, Ombudsman offices continued to be established to the point that almost every agency has an Ombudsman. This study uses neo-institutionalist theory to pinpoint indicators that explain what has triggered the proliferation of external facing Ombudsmen in the federal government. The results of this historical retrospective investigation, which uses a mixed methods approach, indicate that the offices were created to ensure procedural justice and as a response to both: stakeholder pressures (since the population became more vocal and active, demanding access to the government, transparency, and accountability) and congressional mandates (such as the Administrative Dispute Resolution Act (ADRA) of 1990 and 1996 the Alternative Dispute Resolution Acts from 1998). This is consistent with neo-institutionalist expectations that organizations change as the result of pressures from forces in the environment combined with the drive for survival. As change accelerates, isomorphism occurs as organizations and agencies adopt strategies that have worked for other similar organizations in their environment. / Ph. D. / This study investigates why, despite the efforts of policymakers to force staff reductions across the federal government, external facing Ombudsman offices continued to be established in the U.S. federal government, to the point that almost every agency has an Ombudsman. This study uses neo-institutionalist theory to pinpoint indicators that explain what has triggered the proliferation of these entities. The results of this historical retrospective investigation indicate that the offices were created to ensure procedural justice and as a response to both: stakeholder pressures (since the population became more vocal and active, demanding access to the government, transparency, and accountability) and congressional mandates (such as the Administrative Dispute Resolution Act (ADRA) of 1990 and 1996 the Alternative Dispute Resolution Acts from 1998).

Thèse diffusée initialement dans le cadre d'un projet pilote des Presses de l'Université de Montréal/Centre d'édition numérique UdeM (1997-2008) avec l'autorisation de l'auteur.

O Diálogo nas Organizações: a ouvidoria interna sob a óptica das Relações Públicas é resultado de um trabalho ligado à linha de pesquisa Políticas e Estratégias de Comunicação da Escola de Comunicação e Artes da Universidade de São Paulo. Ele reúne contribuições teóricas das áreas da Comunicação Organizacional e Relações Públicas com o objetivo de observar a comunicação interna como dimensão subutilizada nas organizações brasileiras diante dos desafios apresentados para a efetividade organizacional nos cenários complexos da alta modernidade. Neste sentido, adota-se a pesquisa qualitativa, como recurso metodológico exploratório para a análise de estudo de cinco casos representativos de organizações nacionais. Desta forma, observam-se as ouvidorias internas organizações públicas e privadas, como fenômenos do campo da comunicação organizacional contemporânea por meio de entrevistas semi-estruturadas com gestores, realizadas no período entre agosto a outubro de 2008, bem como sob o olhar de correntes teóricas da área das Relações Públicas estratégicas. As questões norteadoras apontam para interface e maior integração entre as atividades da ouvidoria interna e a comunicação. Os dados coletados nesta pesquisa contribuem para a discussão da comunicação organizacional interna compreendida em sua dimensão estratégica, mas também sociocultural na qual os indivíduos podem ressignificar suas perspectivas identitárias e o sentido de trabalho, considerando-a, ainda, como diálogo pressuposto na inter-relação entre organização e públicos internos. / The dialogue in the organizations: the internal ombudsman section under the view of the Public Relations is the result of a study linked to the research group Policies and Communication Strategies of the Communication and Art School of the São Paulo University. It gathers theoretical contributions from the Organizational Communication and Public Relations aiming at observing the internal communication as a sub-utilized dimension in the Brazilian organizations, which face the challenges presented for the organizational effectiveness within the complex scenarios of the post-modernity. Thus, the qualitative research approach is adopted as an exploratory methodological resource for analyzing five case studies which represent national organizations. This way, internal ombudsman sections of public and private institutions are observed, as phenomena of the contemporary organizational communication field, by means of semi-structured interviews made with managers between August and October 2008, as well as under the view of theoretical grounds of the strategic Public Relations area. The guiding questions point out to the interface and greater integration between the activities of the internal ombudsman section and communication. Data gathered in this research contribute for a discussion of internal organization communication understood not only in its strategic dimension, but also in its sociocultural dimension in which individuals can re-signify their identitary perspectives and the meaning of work, considering them as a presupposed dialogue in the inter-relation between organization and internal public.

Made available in DSpace on 2016-04-04T18:21:30Z (GMT). No. of bitstreams: 1 Camila G de Mario.pdf: 1033946 bytes, checksum: ba35c30ce5e82411cdb32defac9cb931 (MD5) Previous issue date: 2006-06-13 / This research deals with the role of the Municipal Public Ombudsman in Brazil, discussing its possibilities of action, difficulties and limits. The Ombudsmen are authorities of direct participation, who have as main function the mediation between the citizen and the State, by addressing the demands that are put forward. As there is no regulation in the federal scope for the Ombudsman, there are several models of Municipal Ombudsmen which have similar proposals but different results that are not always related to the aims of the popular participation proposal in the State. A research was carried out with the existing Municipal Ombudsmen, a quantitative survey with a sample and qualitative interviews with the Ombusdsmen from the cities of Santos (SP), Santo Andr? (SP) and Jundia? (SP). These surveys and research were based on the existing theoretical debate, the legislation about the Ombudsman in Brazil and the professional experience of this paper s author who is a staff member of Campinas Ombudsman. The moment of the Ombudsman s implementation in the cities is highlighted by the coexistence and dispute of different interests and political projects in the Brazilian society, between democratic and neoliberal principles. This paper draws the attention to the fact that the Ombudsmen have been through difficulties related to the lack of transparency by the State and the denial of the right to information by the public administration, which is essential to the Ombudsman s duties. This research is part of the effort to increase the debate about the functioning of the Municipal Ombudsman and the possibility to improve their action, with the prospect of providing guidance to new Ombudsmen that will be established and action improvement of the ones in operation / A pesquisa trata do papel das Ouvidorias P?blicas Municipais no Brasil, discutindo suas possibilidades de a??o, dificuldades e limites. As Ouvidorias s?o ?rg?os de participa??o direta, t?m como fun??o primordial realizar a interlocu??o entre o cidad?o e o Estado, atrav?s das demandas que lhes s?o apresentadas. Como n?o h? uma regulamenta??o em ?mbito federal para o ?rg?o, o que se tem s?o v?rios modelos de Ouvidorias Municipais, ?s vezes com propostas semelhantes, mas com resultados diferentes e que nem sempre s?o correspondentes aos objetivos da proposta de participa??o popular no Estado. Realizou-se um levantamento das Ouvidorias Municipais existentes, uma pesquisa quantitativa com uma amostra delas e entrevistas qualitativas com os Ouvidores dos Munic?pios de Santos (SP), Santo Andr? (SP) e Jundia? (SP). Esses levantamentos e pesquisas foram baseados no debate te?rico j? existente, na legisla??o que disp?e sobre as Ouvidorias no Brasil e na experi?ncia profissional da autora deste trabalho como integrante da equipe da Ouvidoria de Campinas. O momento de implanta??o do ?rg?o nos munic?pios ? marcado pela coexist?ncia e disputa de diferentes interesses e projetos pol?ticos, na sociedade brasileira, entre os princ?pios democr?ticos e os neoliberais. O trabalho chama aten??o para o fato de que as Ouvidorias passaram e passam por dificuldades, relacionadas ? falta de transpar?ncia do Estado e ? nega??o por parte dos gestores p?blicos do direito ? informa??o, essencial para o trabalho do ?rg?o. A presente pesquisa insere-se no esfor?o de amplia??o do debate quanto ao funcionamento das Ouvidorias Municipais e sobre as possibilidades de aperfei?oamento de sua a??o, na perspectiva de orienta??o aos novos ?rg?os que ser?o criados e de aperfei?oamento da a??o daqueles que j? est?o em opera??o

Bullying behavior is a contributing factor to hostile work environments, and can cause human consequences that affect morale, performance, and productivity. The purpose of this qualitative exploratory case study was to identify the strategies that ombudsmen and human resource managers (HR) use in mitigating workplace conflict. Corporate social performance was the conceptual framework that guided this research. Nine HR managers, an ombudsman representative, and 8 ombudsmen located in New York City and in other states were interviewed based on their experience in conflict mitigation. Data extracted from the participants' shared stories along with position description documents were synthesized thematically and analyzed for emergent themes. Six themes emerged through analysis: neutrality, trust, interactive coaching competencies, contrasting roles, preventive conflict mitigation strategies, and systemic and cultural analysis. The theme of trust emerged as a key strategy to resolve conflict. The implications for social change include increased organizational accountability, fairness, security, and reduction of discrimination as the work of ombudsmen indirectly lead to cultural changes within organizations.

Thèse diffusée initialement dans le cadre d'un projet pilote des Presses de l'Université de Montréal/Centre d'édition numérique UdeM (1997-2008) avec l'autorisation de l'auteur.