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.
Pilot Programs 2.0
May 10, 2016
Two sideline concussion detection pilot programs launched with 62 schools at the start of the 2015-16 school year will continue in 2016-17, with several significant modifications.
For the upcoming school year, a smaller number of schools will be invited to participate, training will be both earlier and longer, and the focus will be on those sports which the MHSAA’s mandated concussion reporting by all high schools has identified as having the highest risk for head injuries.
The primary purpose for the MHSAA to initiate, drive and monitor these pilot programs is to emphasize the removal-from-play phase of the concussion care continuum, and to encourage more care, consistency and courage during that decision-making process.
Data from the most recent fall and winter seasons tends to demonstrate that schools in the pilot programs reported more concussions than non-pilot schools and they withheld students from activity longer than schools which did not participate in the pilot programs.
These tendencies are supported by both systems being tested, King-Devick and XLNTbrain, both of which have significant improvements in store for pilot schools in 2016-17.
The purpose of the pilot programs is not to select a single system to be recommended to or required of all MHSAA member schools, but to demonstrate to vendors how to serve the needs of our diverse constituency and to help our schools serve their student-athletes better. Further progress toward these purposes is a certainty during 2016-17.