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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.

Concussion Care Continuum

June 2, 2015

The concussion care continuum is of equal importance from start to finish, but some of the stops along the way are more in the MHSAA’s area of influence than others, so they are receiving more of our attention.

We would never say that removal-from-play decisions are more important than return-to-play decisions. However, because the removal decisions occur at school sports venues by school-appointed persons, while the latter are made at medical facilities by licensed medical personnel selected by students’ families, the MHSAA is giving the removal process more attention than the return.

This helps to explain why the MHSAA is orchestrating pilot programs where volunteering member schools will be testing systems during the 2015-16 school year that may assist sideline personnel at practices and contests when assessing if a concussion event has occurred and that player should be withheld from further activity that day. The buzz that these pilot programs is creating will increase everyone’s attention on improving sideline concussion management. For more information, click here.

The MHSAA has always believed it shared a role with local schools and health care facilities and professional organizations of coaches and school administrators in the education of coaches, athletes and parents. This remains our first and foremost focus on the concussion care continuum.

But the pilot programs, and more specific requirements beginning in 2015-16 to report head injury events, demonstrate that the MHSAA is moving further along the continuum to assist the entire concussion management team. As we do so, our focus is on all levels of all sports for both genders, grades 7 through 12, with attention to both practices and competition.