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.
Panama Points
January 25, 2012
Author David Kord Murray opines in Borrowing Brilliance that almost all good ideas are borrowed, and the farther afield one roams from the topic at hand the more useful the idea may be (and the more brilliant it may appear to be).
So it didn’t surprise me to discover useful ideas for modern day leadership and management in a book written in the 1970s about a period many years before that – David McCullough’s history of the building of the Panama Canal titled The Path Between the Seas.
I learned first that the primary task of this huge project was not what it appears to be. It was not primarily an engineering feat, but medical. Not removing dirt, but disease. Not conquering the largest obstacles, but the smallest insects. It was only after the diseases were understood and controlled that the construction could advance and the project could be completed.
Second, I learned that once the construction was begun, there was a bigger challenge than digging the pathway clear. It was removing the unwanted dirt and debris to other places. It wasn’t the front end of the project alone that mattered, but the back end as well: where to put the hundreds of millions of tons of rock and dirt on or around this narrow isthmus of land.
For every project there is need to assess what the underlying issues are that might get in the way of accomplishing the more apparent tasks before us.
And for every project there is need to fully assess consequences. We don’t want merely to move the dirt around, creating new problems as we do so.
I will be considering these thoughts as I soon see with my own eyes the Panama Canal, constructed over four decades and completed almost 100 years ago. And gratefully, I will be fully immunized for diseases largely conquered during the completion of this engineering marvel.