SMP – Section Management Process

Tutorial: 10/18/2008 ASQ Baltimore Section 502

Nancy Hall, Section SMP Chair

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What is SMP?

The Section Management Process (SMP) has been developed to assist Sections in their planning and implementation of services and programs that will meet the needs of their current and future members. It is simply a management process that emphasizes the importance of:

Assessing member needs and expectations. Developing an annual business plan and

operating budget. Measuring the Section’s performance.

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Why SMP?

Combines ASQ’s goals – increased member satisfaction, loyalty, and retention - with Section’s own goals

SMP encourages Sections to continually measure, address, and improve customer satisfaction by incremental improvement.

SMP also recognizes Sections for performance (based on results) through two awards: Section Excellence Award Total Quality Award

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SMP Performance Requirements

Requirements for receiving recognition:meeting the Section minimum

requirements,developing and implementing a Section

annual business plan, operating budget, meeting all the SMP deadlines, and

showing improvement on specific measures.

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Level 1: Section BasicsRequired by all Sections to maintain a status of ‘good standing’

Meet the Section Minimum requirements Provide to HQ a list of the Section elected officers by May 1 and

appointed committee chairs by June 30. Prepare a business plan and budget, make the plan and budget

available as needed, review the plan and budget, and update the budget and plan each quarter.

Provide an annual report, conduct an annual review of the Section’s financial records, and provide year-end statements to ASQ Headquarters by August 15.

Have a Section Leadership Committee meeting at least once each quarter and make minutes of the meetings available to the membership.

Communicate to the membership at least once each quarter. This includes newsletters, mailings, web site postings, and e-mail notices.

Maintain Section membership to 30 members or more.

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Level 2: Section Planning

The Section planning requirements are: Submission of current year business plan and

budget to Section Leadership Committee, Regional Director, and smp@asq.org by October 1.

Quarterly communication to members. Quarterly meetings with Section Leadership

Committee. Four professional development events a year

(speakers, clinic, tutorial, tours, etc).

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Level 3: Section Performance

If Sections have met the first two levels of SMP – eligible to earn the Section Excellence Award and/or the Total Quality Award. Sections may earn one or the other, or both.

Total Quality measures a Section’s ability to create a business plan and budget and reach the goals they set, while

Section Excellence measures how satisfied a Section’s members are, how loyal a member is to their Section, and the annual retention rate of a Section.

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Total Quality Award

Total Quality achieved when a Section reaches 75% of the goals set forth in their Section’s Annual Business Plan from the previous year.

Required documentation (submitted to Section Leadership Team, Regional Director, and SMP@asq.org by September 1):

Section’s previous year Annual Business Plan showing results for each activity.

Cover letter verifying that 75% of goals were met.

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Section Excellence Award

Section Excellence is achieved when a Section meets SMP Level 1 and 2 achieves one, two or three of the Society’s

objectives in member retention, loyalty and satisfaction

If all three objectives are achieved Gold Excellence is received,

If two objectives are met, then Silver Excellence is awarded

Accomplishing one objective meets the Bronze level of Excellence.

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Section Excellence – How are retention, value and satisfaction measured?

Satisfaction and Value measured by a Society-wide survey called the Customer Measurement Survey (CMS). Survey conducted annually in early winter. Results available by spring of each year.

Sections need to meet or exceed ASQ’s Section-Only overall average for satisfaction.

Sections need to meet or exceed ASQ’s Section-Only overall average for loyalty.

Sections need to meet or exceed ASQ’s Section-Only membership growth rate as reported when that data becomes available (June, 2007 Growth Report found on SharePoint)

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What about our Section?

2006-2007 Fiscal Year – awards lag by ~1 year: Completed Levels 1 & 2 for 2006-2007 section

year. Submitted Section Business Plan & annual budget

by 10/1/06 Submitted audited annual financial report by

8/15/07 Submitted results of 2006-2007 Section

Business Plan by 9/1/2007 Sections earning Total Quality and/or Section

Gold Excellence will be honored at ASQ’s Annual World Conference in May

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2007-2008 Business Plan

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Total Quality 2006-2007 Cover Letter

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2006-2007 Fiscal Year

Positioning ourselves for Total Quality and/or Section Excellence:

2007-2008 Business Plan2007-2008 Budget

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ASQ Baltimore Section 502

Our Vision To be the Baltimore Metropolitan Area

recognized resource on issues related to Quality.

Our Mission To create value for our members and business

professionals at large by providing opportunities for professional development, serving as a resource for managing quality in the Maryland community.

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Questions?

Thank you for your attention!

List of Section Leaders and contact information available at www.asqbaltimore.org (see July 9 posting)