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.
The Goldilocks Solution
December 2, 2014
Somewhere I read that there’s little to gain by trying to bring simplicity to what’s complex or sanity to what’s crazy. But we keep trying.
Last month we compiled results of a survey through which 513 MHSAA member high school athletic directors provided information about the out-of-season activities of their students and coaches and offered opinions regarding ideas to modify the rules that control those who want to do so much that it would force others to do more than they believe is sane for school-sponsored, student-centered competitive athletic programs.
A nearly equal number of schools from each classification were included in the 513 schools that responded to this opportunity to add more information and insight to this year-long look at MHSAA out-of-season coaching rules.
Some preliminary number crunching reveals (without surprise) that there are differences between large schools vs. small and more populated areas vs. less – differences both in the amount of organized out-of-season sports activity in which students engage and in the openness of their athletic directors to new ideas for regulating out-of-season activities by students with their school coaches. Generally, larger schools and/or schools in more populous areas see students participating in more organized out-of-season athletic activities, and they are more open to changing how those activities are regulated.
And so it continues ... finding that sweet spot that fits the perspectives and problems of a very diverse membership that supervises a wide variety of sports. The “Goldilocks” solution that doesn’t do too much, or too little.
The results that I’ll be looking for as we continue to gather information and facilitate discussions is no specific set of rule changes, but rather, to move MHSAA policies and procedures toward these two goals:
- Rules simpler to understand, follow and enforce. Even good rules are bad if they are too cumbersome.
- Rules that do not add pressure on students or coaches to focus on a single sport year-round. There is plenty of data that informs us that parents do too much of that already.