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