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.
Not So Great
February 7, 2017
The Michigan High School Athletic Association leadership can sometimes be like the leadership of the United States of America. We can boast a bit too boldly about how great we are.
That's why a trip to Europe, most recently for me to the country of Spain, can be a humbling reminder that no matter how good we may seem to be regarding some things, there is very much room for improvement on others.
The USA is a leader in many ways, but a distant laggard when it comes to community place-making and the quality of our roads and bridges and mass transportation systems. The USA is embarrassingly behind the needs and times in these important ways of improving life for millions of its citizens.
This obvious observation begs for consideration of ways and means the MHSAA may lag behind its counterpart organizations in serving and supporting school-sponsored sports. And these are the two most obvious observations:
We trail the nation's most progressive states with respect to requirements to coach and a few other most progressive states with respect to requirements to officiate.
It was no huge surprise that the 2016 MHSAA Update Meeting Opinion Poll demonstrated that attendees were more supportive of proposals to change those rules than any other policies or procedures of the organization.
The most popular proposal surveyed was a requirement that high school coaches who are disqualified from a contest more than once in a season must complete a free online sportsmanship course before they may return to coaching ... 94 percent of 602 respondents favored that policy.
The second most popular proposal surveyed would require all head coaches at the junior high/middle school level to have a valid (current) certification in CPR (same as the rule for high schools) ... 80 percent of 593 respondents favored that.
And the third most popular proposal surveyed would require an MHSAA registered official to attend an MHSAA-conducted or approved camp or clinic (three-hour minimum duration) during the first three years before that official may renew registration for a fourth year ... 75 percent of 601 respondents were in favor.
There are some obvious flaws in these requirements as stated on the Opinion Poll, and the respondents tend to come from larger schools and under-represent the opinion of small school administrators; but the responses of constituents are valuable nevertheless because they indicate a general direction that respondents believe is necessary to improve school sports, or at least to keep pace with the changing needs.