Who’s the Customer?
February 18, 2014
“If you ask your board, ‘who are your customers?’, you are likely to hear a lot of comments and no consensus.” That’s what I heard a speaker say to a group of association leaders last summer; and it has set me on a course of asking different groups this question: “Who is/are the MHSAA’s customers?” We allow respondents to allocate up to 100 points so they can give weight to their responses. Here’s what I’ve learned so far.
The board of directors of the Michigan Interscholastic Athletic Administrators Association (MIAAA) rated athletic directors as the top customer of the MHSAA (by a wide margin), followed in order by student-athletes, coaches and officials.
By an even wider margin, the MHSAA Student Advisory Council named student-athletes as the MHSAA’s top customer, followed by athletic directors and coaches tying for a distant second, and officials an even more distant fourth.
And the MHSAA’s governing body, the Representative Council, agreed that student-athletes are the top customer. Athletic directors were second, coaches third and officials fourth.
I suppose that when we ask audiences of coaches or officials or principals or others who they believe is or are the MHSAA’s customer(s), there will be some variation in the order of things. But I think we can already discern a comfortable pattern so far: everyone puts a premium on student-athletes. And that’s as it should be.
The MHSAA is unique among the state’s educational groups – we’re not an association of school boards only, or superintendents only, or principals only, or athletic directors or coaches or any other single group. We’re an association of schools, undertaking to represent all those groups and student-athletes themselves.
Hurry Up and Wait
May 16, 2017
I work so far in advance of events that I’m the subject of some ribbing by my colleagues on staff of the Michigan High School Athletic Association.
I prepare agendas for winter meetings during the previous summer – to help us plan. I draft minutes of those meetings before they occur – a device I’ve found helps to expose gaps in preparation for those meetings. I keep an ongoing file of possible questions for future surveys. I have bulging files that will help us address important topics when interfering urgent matters get out of the way.
So, it feels odd that I write to suggest athletic directors and officials assigners delay some planning for the 2018-19 school year.
You may have read in MHSAA communications or elsewhere that changes in policies of the NCAA Division I Women’s Basketball Tournament have made MSU’s Breslin Student Events Center unavailable to host the MHSAA girls Finals in 2018 and 2020-2022 and the boys Finals in 2019, that the MHSAA will conduct the 2018 girls Finals in Van Noord Arena at Calvin College, and that we will use the upcoming summer and fall to consider alternative venues, season calendars and tournament schedules for 2018-19 and beyond.
Decisions may be made that affect the season starting and/or ending dates of girls basketball, boys basketball or both, as well as other winter sports. Decisions could affect the end of the girls volleyball season as well.
Rather than consider this as a huge disruption, we are choosing to look at this as an opportunity to review how and when we do things, both regular season and MHSAA tournaments. Possibly there are some improvements that can be made.
On the other hand, we may find it inappropriate to upset sound scheduling and many valued traditions because of changes made in a college basketball tournament, and that we should use NCAA Division I facilities less or not at all, if necessary, to continue with our current schedules.
Nevertheless, the fact of these discussions and the potential for changes might cause leagues and local schools to delay in finalizing 2018-19 schedules and officials assignments.