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.
Double Win Practice Policies
February 22, 2013
The MHSAA’s third health and safety thrust for the next four years focuses on practice rules, especially early in the fall season.
Here we will be especially interested in finding “double wins,” that is, policies that simultaneously enhance acclimatization and reduce head contact.
In football, for example, this could mean increasing the number of days without protective pads before the first practice in full pads. Michigan requires three days, but there’s a trend toward four or five days in other states.
Football might also limit any day to a single practice in pads, following the lead of colleges and a growing number of state high school associations that are restricting two-a-day practices in pads on the same day or on consecutive days.
Both of these changes could make acclimatization more gradual and healthy, and reduce the occurrences for contact to the head: two priorities as practice policies are reviewed and revised.
The MHSAA’s sport committees, sometimes with their work augmented by that of special task forces, are being charged with these responsibilities.