Originally from Dispute Resolution Journal

The ombudsman is not a new phenomenon, although its use in the U.S. has been limited. As a dispute resolution  technique, the use of the ombudsman has perhaps been nowhere more prevalent than at the university level, where neutrals "provide information and work to resolve disputes before they can reach a stage where only a grievance system can resolve them." Roughly 200 colleges and universities have established ombudsman offices. This article is a schematic of the successful program instituted by Arizona State University.

Agrievance system is invaluable for moderate- to large-size organizations as it provides for a formal impartial resolution of issues that cannot be addressed in any other manner. By the time an issue is taken to grievance, both sides have taken firm positions and the intensity of feelings on each side makes it difficult to revert to a normal working situation after a decision is rendered.