10 Methods to Add Member Value John Breckline, Director, Region 14B ASQ Leadership InstituteMay 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 Welcome – within 30 days –Section General Information –What done locally –Translate... ‘Chapter’ Welcome Call – within 90 days –Very personal –Very appreciated –Very basic information

1 st 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 / phone of leaders – alias to 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 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 “1 st 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