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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.

Committee Work

January 6, 2015

The winter months are the busiest for MHSAA committees, especially for those that must review or prepare recommendations for changes for the following school year.

Each year, up to 20 MHSAA committees consider proposals for Representative Council action relative to MHSAA tournament policies or procedures or Handbook regulations or interpretations.

During school year 2014-15, wherever applicable, the committees are being asked to address health and safety issues as well as policies and procedures relative to subvarsity and junior high/middle school students; and as a result of positive 2014 Update Meeting Opinion Poll responses, each sport committee is being asked to respond during calendar year 2015 and beyond to several concepts for MHSAA tournament seeding.

MHSAA committees are dominated by coaches, but they are not a rubber stamp for proposals that proceed from that sport’s high school coaches association. The difference of opinion often results from the committee seeing things differently than a coaches association leadership that the committee believes is not representative of schools of diverse size, location and demographics.

It is appropriate for committees to ask: Who was not in the room when this recommendation was drafted? Who will not be served well by this change?

When committees go through this process, they tend to reduce the quantity but improve the quality of recommendations to the Representative Council, which increases the percentage of recommendations the Council adopts.