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.
Committees Fail Critical Issues
June 7, 2013
Typically, each sport committee meets once each year for three to five hours, during which time it considers proposals that come from schools, leagues and the state’s coaches association for the sport; and the proposals most often deal with allowing more regular-season events and more qualifiers to the MHSAA postseason tournament.
Occasionally there is a proposal that might improve sportsmanship. But much more often the proposals would increase conflicts between academics and athletics and/or strain overstressed local budgets. And almost never is there a proposal that would address the health and safety of participants (the Wrestling Committee has been an occasional exception and the Competitive Cheer Committee is a routine exception).
While coaches associations must shoulder some of the blame because they’ve brought MHSAA committees “trivial” topics, at least in comparison to the tougher health and safety topics, much of the cause of MHSAA committee ineffectiveness is that the committees don’t meet long enough or often enough to research serious problems and develop well-thought-out solutions. That is forgivable because it is difficult to get commitments from busy people all across Michigan to be absent from their regular jobs and travel dozens or even hundreds of miles, and to do so multiple times each year – which is what it takes to more fully understand complex problems and more carefully construct solutions. Meetings have to be few and they have to be efficient.
However, facing the worst publicity football has seen since the mid-1970s, we knew we had to supplement the football committee process. We did so by appointing a special Football Task Force of optimum size and experienced, representative makeup to meet on however many occasions are necessary during 2013 to accomplish three purposes:
- Review practice policies to improve acclimatization of players and reduce head trauma.
- Review competition rules to reduce head trauma and the frequency of the sport’s most injurious game situations.
- Develop promotions that extol the value of football to students, schools and communities and the safety record of school-based football.
The promotional efforts have begun to be rolled out; game rule modifications are being investigated; and four proposals for changing football practice policies have been prepared. They will be the topic of our next posting.