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– chair@asqchicago.com – 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