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.
Sweating the Small Stuff - #3
June 5, 2018
I’m sure it discouraged some of our state’s high school football coaches to learn that the Representative Council of the Michigan High School Athletic Association did not approve at its May 6-7 meeting what some people refer to as the “enhanced strength of schedule proposal” for determining 256 qualifiers to the MHSAA’s 11-player football playoffs.
There was desire among some Council members to appease those who keep trying to reduce the difficulties that a football tournament causes for regular season scheduling and conference affiliations. Others noted that the proposal, as presented, could cause as much harm to some schools and conferences as it would help others, that it did not solve the scheduling problem but shifted it.
During spirited discussion, some Council members resurrected two ideas that have been rejected previously, such as (1) doubling the playoffs once again (and shortening the regular season to eight games), and (2) coupling a six- or seven-win minimum with the revised strength of schedule criteria. The pros and cons of each idea flowed freely.
And therein is the problem. If one digs down into the details of proposals, both old and new, there are both positive and negative aspects apparent, both intended and unintended consequences likely.
There can be paralysis in analysis; but when we are dealing with more than 600 high school programs and a physically demanding sport with fewer regular-season contests permitted than in any other sport, one cannot be too careful. Eliminating one of just nine regular-season games? Increasing first-round tournament mismatches? Disadvantaging larger schools locked in leagues or areas of the state where smaller schools predominate? These are not minor matters.
And until there are sensible answers, these are not trivial questions.