HR manager leadership in quality improvement in a college environment

Purpose: The purpose of this paper is to present the influence of the human resource (HR) manager on the quality of service in an academic college, and the human resource management (HRM) outcomes of the process. Design/methodology/approach: The paper relates to a customer satisfaction survey. More than 120 questionnaires were completed by the customers (Israeli college students) for each service provider (e.g. academic departments, the students' dean, the maintenance and the logistics departments) measuring customer satisfaction via different dimensions of quality. Findings: By getting involved in the service quality improvement process, the HR manager was exposed to HRM problems such as non-balanced workload, faulty work planning, lack of knowledge and skills, wrong placements, unclear job descriptions, etc. This information led to meaningful improvement in HRM processes (e.g. training programs, job descriptions, selection and placement and manpower planning). Practical implications: The paper discusses the HRM practical outcomes of processes carried out to improve the quality of the organizational services. The suggested process and the implications are relevant for every HRM system. Originality/value: The paper reflects the great affect that a HR manager (as part of the top management) has on the quality of service through HRM processes and practices.