10 Methods to Add Member Value John Breckline, Director, Region 14B ASQ Leadership InstituteMay 2009.

10 Methods to Add Member Value

John Breckline, Director, Region 14B

ASQ Leadership Institute May 2009

Objectives

• Use a WIIFM perspective

• Identify the key ingredient

• Learn ideas to use in your section

• Share ideas among sections

WIIFM Perspective

• Wearing the Members’ Shoes– Experienced– New to Quality– Generational differences– Member-Leader as a member (customer)

• Member Segmentation– Have Certifications– Want Certifications– Sectors – large & small

Early Member Contact

• Email Welcome – within 30 days– Section General Information – What done locally– Translate... ‘Chapter’

• Welcome Call – within 90 days– Very personal– Very appreciated– Very basic information

1st Section Meeting

• Stanger... know no one!– Warm welcome– Assign a ‘host’– Introduce to table / some LC– Introduce to same sector– Name-tag identification

• Overview of evening– Questions / beyond ‘tonight’

• Get to know them• Follow-up contact

Programs & Tutorials

• Single Topic – simple choice• Multiple Choice:

– Have Tutorial – 2X chance to hit their need– Separate Program & Tutorial Topics

• Multiple Tutorials– More choices– Experienced vs. New to Q– Address niche needs– Create a series (CQIA, Cert Math, other?)

Fundamentals Education

• For “New to Quality” members– 10-20% of membership– Overwhelmed with lingo / Intermediate+ content

• CQIA as Basis– Principles, Concepts, Gurus– Teams / Empowerment– Quality Tools– Customer / Supplier concepts

Newsletter Content

• What Now?– Section Meeting / past meeting– Education / Exams– Conferences w/in 4-6 hr drive– Recognition: Certifications / promotions

• Possibilities!– Educational Content– Profiles / bios / stories of senior members– Posting ‘help needed’ questions

Questions / Resources

• Availability– Public access to email / phone of leaders– [email protected] – alias to Chair

• Questions from members– Post for leadership/membership responses– Timely response / monitor response– Discussion groups

• Provide resources– Informal mentoring

Renewal – Value of Senior

• Communicate upgrade– Section Meeting, Tutorial topic, via email

• Senior WIIFM– At no added cost– Added division, section, journal– “Status” of Senior on resume

• How to...– Criteria overview– Applications / links

Alternate Time/Day

• Alternative Needs– Not all can make “1st Thursdays”– Second shift, family obligations, road warrior

• Alternatives Available– Saturday programs / education– Cert Classes week-day / weekend– Special Events– Webinar / other ‘technology’

Volunteer Value

• Gaining skills– Leadership– Planning / coordinating

• Personal contribution– Using skills – Give back– Fast track

• Volunteer Mentoring– Quality and non-quality perspectives

Your Value-Adding Practices

• Your Methods:–New Member Contact–Section Meeting–Education–Communications–Reaching Niches

Scalability

• Home Section ~650 members– Many hands – success drives success– constantly ask “How to add value?”– Silver Bullet QMP goal

• Larger Sections – easily adopt/adapt– Advantages: reach more niches

• Smaller Sections – scale down– Advantages: personalize value