Ombudsman

We had a problem with our Ombudman organization. From a customer perspective, there was no consistency. If you put 10 ombudsmen in a room together, you will get 35 decisions. We encouraged experts in our organizational siloes to talk to each other. We got them in a room together and asked them to discuss what to do in a particular situation. We then put these discussions in our knowledge base. We still have multiple opinions but at least these are now visibl