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.
Newcomer Wisdom
November 20, 2012
A group I work with in my spare time, the Refugee Development Center, sponsored a team in a local youth soccer league. Appropriately, the team’s nickname is “Newcomers.”
It took the team most of the season to score a goal; and it was in its final game of the season that the team earned its first victory.
After one game, I was enlisted to transport three players to their residences. All three were Napali. I used this time to ask their opinions about the education they were receiving in the local public school.
They had no objection to the content of the courses, but criticized the conduct of their classmates. They cited a lack of respect for teachers, and a lack of discipline. They had experienced the discipline of the stick in their homeland, and believed it would be helpful to classrooms in the US.
These young newcomers also noted that their instructional day in Nepal was almost two hours longer, plus they were in school a half-day on Saturdays.
From this conversation I was once again impressed that much of what has been done in attempts to improve public education has overlooked the obvious: stronger discipline and longer days. Most of what we do in US public education is the envy of the world. What people from other countries wonder about is the lack of discipline and time on task.
Empowering and supporting teachers’ discipline and increasing the length of the school day and year are not sexy solutions to what ails public education. They are just simpler answers mostly overlooked.