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HR manager leadership in quality improvement in a college environment

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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Quality Assurance in Education Emerald Publishing

HR manager leadership in quality improvement in a college environment

Quality Assurance in Education , Volume 18 (4): 11 – Sep 28, 2010

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References (30)

Publisher
Emerald Publishing
Copyright
Copyright © 2010 Emerald Group Publishing Limited. All rights reserved.
ISSN
0968-4883
DOI
10.1108/09684881011079161
Publisher site
See Article on Publisher Site

Abstract

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.

Journal

Quality Assurance in EducationEmerald Publishing

Published: Sep 28, 2010

Keywords: Higher education; Human resource management; Israel; Students; Customer services quality

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