Tag Archives: customer satisfaction

Public Schools Need Visionary, Positive Leadership!

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Positive leadership in any organization or enterprise is crucial and this is especially true in venues that are being challenged by dissatisfied customers or constituents. Public school districts and public education, in general, are examples of such venues.

In public school corporations, the leader at the top of the organization is the superintendent. Like all top executives, superintendents are responsible for: conveying mission, vision, and values to their people and community; developing a leadership cadre to help create and preserve a culture of excellence in which teachers, students, and staff can be successful; driving their districts toward fulfillment of its mission; overseeing the administrative, managerial, and fiscal functions of their school  districts; and representing their districts to the community—their constituency.

 Two of the most important components of representing one’s mission to constituents are, 1) being fully attuned to the level of satisfaction of one’s customers/constituents and, 2) being able to envision innovative solutions in response to customer concerns and in anticipation of evolving wants and needs. Positive leaders must go out into the community or marketplace so they can actually listen to and be able to articulate the sentiments of their constituents.

 Assessing customer satisfaction is an area in which public school leadership is under-performing. I believe public school educators and policy makers rely too heavily on self-assessment.

 Consider the example of a chef in a restaurant. It is not sufficient for the chef to be satisfied that the food she prepares is of the highest quality. This might be adequate if she viewed herself as an artist engaged in the development of her craft for self-expression. It is insufficient, however, when the chef is working to create a product for which patrons would be willing to pay. In the latter case, quality can only be assessed by an objective measurement of customer satisfaction. Satisfaction is easy to assess in private enterprise because a business is either financially viable or not. Assessing customer satisfaction with a public school corporation presents different challenges and rarely will self-assessment be enough.

 When a superintendent announces that their district’s graduation rate has increased from 89 to 91 percent, as an example, such statements are inconsequential if those high school graduates lack meaningful choices of what to do with their lives. If high school graduates are unable to take advantage of opportunities because they cannot pass a basic academic skills tests for employment purposes, for acceptance into a college or vocational training programs, or for enlistment in the military services, their diploma is meaningless and so is a graduation rate.

 Superintendents of public school corporations must be willing to recognize and accept that the education reform movement with its focus on privatization is a symptom of wide-spread customer dissatisfaction with public schools. The diminution of the willingness to bear the cost of public schools on the part of taxpayers; the erosion of the esteem in which public school teachers are held by their communities; and, the outcries from minority communities that the needs of their children are not being met are all symptoms of pervasive customer/constituent dissatisfaction. 

 Like the “Me Too Movement” the outcry of men and women of color, with respect to the willingness of public school educators to tolerate the failure of disadvantaged kids, will no longer be silenced.

 Public education is in dire need of visionary leaders who are willing to go back to the drawing board to reinvent an education process that will meet the needs of all students, even disadvantaged kids. The goal must be that every child learns as much as they are able at their own best speed, beginning at the precise point on an academic preparedness continuum where we find them when they arrive for their first day of school. An education is not a competition to see who can learn the most, the fastest and it must not become triage where we pick and choose to whom we will offer opportunities.

 The measure of the success of our children must not be their ability to pass high stakes testing rather that they be able to utilize what they have learned in the real world. And, yes, we can teach to this standard even if we must continue standardized testing. If we succeed, it is inevitable that high-stakes testing will be rendered irrelevant.

 I urge the leaders of public education to open their hearts and minds to a new way of thinking about how we teach our children and I offer an education model as a point of embarkation. https://melhawkinsandassociates.com/education-model-white-paper/ You are invited to examine my education model, not is search of reasons why it will not work, rather in search of reasons why it can. If you think my model and its education process will work, then test it in one of your lowest performing elementary schools. If you think you can make it better, then do it. Just don’t think, for even a single moment, that we can fix public education by tinkering with one incremental change after another. Our nation’s children deserve better.

The Pathology of Secondary Agendas in Public Education!

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Over the years in teaching, like so many jobs people do, our core purpose has become obscured by secondary agendas. It might help to look at a simple example from another venue.

In a government organization for which I do some part-time testing, reduction of spending to avoid exceeding one’s budget has become a top priority. Someone in the command structure decided to eliminate overtime as this was a big contributor to over-spending. Overtime now requires prior approval by top leadership.

It was fascinating to observe how quickly the “no-overtime mandate” became more important than saving money. This problem occurs anytime multiple testing assignments are scheduled on the same day in my immediate geographical area. When this happens, my organization’s solution is to send someone from an hour or two away to handle one of those assignments; thus obviating the need to pay me 4 or 5 hours of overtime.

The practice makes sense until one compares the actual expenditures for the two test sessions. On close examination, one would find that bringing in another test administrator from an hour or two away more than doubles the cost of paying me between 4 or 5 hours of overtime. Not only must they pay the second test administrator’s testing time, they must also pay that person’s two to four hours of round trip travel time, plus $0.535 per mile in travel reimbursement.

The end result is that adherence to the overtime policy, instituted to reduce expenditures, has become more important than saving money. In just one of these examples they spend about $250 to avoid paying me an extra $100 of overtime. So much for saving tax dollars.

This is what happens, often, when our core purpose becomes obscured by secondary agendas.

In thinking about the core purpose of public education, at one time homework and classroom work in preparation for a quiz or test, were intended to be viewed as practice. Their purpose was to give teachers an opportunity to use the mistakes students make to, first, identify where their students need help and, secondly, to help those kids learn from mistakes. The same is true for mistakes on quizzes and tests. In many classrooms, the scores of practice assignments are recorded in a gradebook and are factored into computation of grades. Practice assignments, and especially quizzes and tests often signal the end of a given lesson and time to move on to a new lesson.

Compare practices and performances of a band, choir, or athletic team. Practices in preparation for a concert or game are to help improve performances in the concerts or games and are rarely graded. Even mistakes that occur during the performance are singled out so the performer or athlete can continue to work on those areas in which their performance is weak and rarely for grading purposes. While level of performance throughout a semester may influence grades, individual mistakes are rarely tallied for record-keeping purposes. Mastering the skills are the clear objective.

In the academic arena, grading and then recording scores of students’ homework, classroom work, quizzes and tests often seem to have become more important than using a student’s mistakes to help them learn and master the academic material.

Grading practice assignments, quizzes and tests that were originally intended to signal that there is more work to be done seems to have become an end, in and of themselves. It signals that work on one lesson is completed and that it is time to move on to a next lesson, grading period, semester, or school year.

In today’s education environment, schools and teachers are under tremendous pressure to keep their students and classrooms on pace, per their state’s academic standards and in preparation for statewide competency exams. The unintended consequence is that the original mission of schools and teachers, which was to help children learn, has become obscured.

There is no way to pinpoint when this change occurred and it is not the fault of any one person. It is simply one of the pressures to which any logical process can be subjected. It happens all the time in production-, assembly-, and service-delivery processes in private enterprise but the effect on product or service quality almost always results in a quick reduction in customer satisfaction. Many business failures occur because producers of goods and services do not monitor customer satisfaction closely. Successful producers are always listening to their customers and are able to take immediate corrective action.

In public education, customers such as employers and the military have been expressing dissatisfaction for decades and they are not the only ones. I have heard any number of college professors who teach freshman and sophomore classes complain about the lack of academic preparedness and self-discipline of many of their students.

Understand that this is not the fault of teachers who are doing what they are being directed to do. Making sure their schools are not diverted from their core purpose is the responsibility of leadership, however, starting with principals and ending where the buck stops in any public school corporation.

It is incredibly difficult for leaders, in any venue, to admit that what they are doing is not working and is producing unacceptable outcomes and the further removed they are from their end customers, the more difficult it is. High level administrators of public school corporations, along with their advocates, must be challenged to recognize that the education reform movement, misguided though it may be, is motivated by the same type of customer dissatisfaction as a struggling business entity. What distinguishes public education from producers of consumer goods and services is what is at stake.

In public schools, our nation’s children are suffering, especially disadvantaged students, and this is having an adverse impact on every aspect of life in American society.

Somehow the superintendents and governing bodies of local school corporations; along with teachers, both individually and collectively; must find the courage to accept responsibility for the problems in our public schools. It is not until we accept responsibility for our problems that we begin to acquire the power to solve them. And, it is not until educators accept responsibility that the failure of disadvantaged students will cease.

Please check out my Education Model and White Paper
I also want to introduce a few new blogs I have found:

https://shanephipps/wordpress.com/
http://www.justintarte.com/
www.davidgeurin.com
www.tsschmidty.blogspot.com
www.marlenagrosstaylor.com/blog
www.brentclarkson.com/blog

Commitment to Mission, Vision, & Values: The Third Attribute of Positive Leaders

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There is a direct relationship between the efficacy of leadership and the level of passion positive leaders exhibit for the mission, vision, and values of their organization. This passionate commitment is the third attribute of positive leaders.

Whatever products and services an organization produces and whoever its customers may be, powerful positive leaders have a clear vision for the future of their organizations and an articulate and well-defined purpose or mission. Positive leaders convey that mission to the people of their organizations, relentlessly. There is a simple adage. If the people of an organization, irrespective of the position they occupy, do not know what their leaders are going to say before they say it, then the leaders are not communicating their message with sufficient frequency and effectiveness. Relentless is just another word for commitment.

Positive leaders never squander an opportunity to tell their organization’s story or share its mission, vision, and values. One of the distinguishing characteristics of winning organizations is that everyone in the organization, or at any link in the supply chain, can articulate its mission, vision, and values.

A mission statement is a concise representation of purpose: whom does the organization exist to serve and what needs of its customers does the entity exist to satisfy? The best mission statements also address the level of excellence to which the organization aspires, which is a measure of customer satisfaction.

At no time can anyone in the organization be permitted to lose sight of its mission or purpose. History teaches us that human beings are prone to diversions from their purpose in the midst of the natural and seemingly infinite distractions to which they are inevitably subjected. It is the commitment of positive leaders that keeps mission and purpose at the forefront of the organization’s consciousness.

The leader’s vision transcends mission and purpose, recognizing that these are fluid concepts in a dynamic universe. Vision addresses the organization’s standing in its marketplace and its future direction. Among other things, vision assures that the entity’s strategic plan is sufficiently future-oriented. What does the future hold? How will customer needs and requirements evolve? What innovations in product or service will be needed to assure the entity’s competitive advantage?

The values of the organization are the things its leaders consider most important and almost always include commitment to customer satisfaction and exemplary quality. Values must also include information that conveys esteem with which the people of the organization are held. An entity’s values are the moral benchmarks against which each and every action of the organization is gauged.

This focus on values is critical because one of the most common problems that keep organizations from optimal performance is that its actions are not in sync with the things its leaders say. A clear focus on and an unrelenting commitment to the values of the organization on the part of its leaders serves as preventative maintenance that retards the emergence of secondary agendas and counter cultures. Such commitments are nothing more than a demonstration of a positive leader’s integrity.

A member of a client organization once commented, after a discussion of values, that these sound like nothing more than time-worn platitudes. I prefer to think of them as the underlying principles that guide the leaders of winning organizations.

Customer Satisfaction: the Fourth Cornerstone of the Theory of Positive Leadership

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Business organizations exist to satisfy customers and embracing this credo serves as the fourth and final cornerstone of the philosophical foundation or our Theory of Positive Leadership.

If you are thinking:

“Duh! Aren’t we stating the obvious?”

you would be correct. Sometimes, however, it is critical that we state the obvious. Very often, things go wrong in organizations because we take our assumptions for granted. Over time, our assumptions tend to become blurred. One of our most fundamental assumptions is the order in which our customers can be found on our list of priorities.

Try this experiment. The next time you are in a room full of business men and women, ask them this simple question:

Do businesses exist to make money or do they exist to satisfy customers?

I have yet to ask this question without it sparking a very interesting and sometimes heated debate.

Many will insist that business organizations exist to make money. While there is no doubt that all business investments are made for the purpose of earning a return on one’s investment, once we choose our marketplace, everything changes. Once we have chosen a customer base (identified a population of customers with unmet needs or wants) and have identified the products and/or services we intend to produce (in order to satisfy those wants and needs) our ongoing purpose has irrevocably changed.

We now exist to satisfy our customers thus insuring their willingness to pay a fair price for that which we offer to sell. How much we make is nothing more than the way we keep score; the way we measure our success in satisfying our customers. Let’s restate this: the money our customer pays us is, now, nothing more than a function of the level of satisfaction they have with, first, our products and services and, secondly, with our performance as a valued and reliable supplier.

The day our customers begin to suspect that their satisfaction is secondary to our desire to make money, is the day we are at risk of losing that customer. Don’t misunderstand. Our customers understand that we have to make a profit just like we understand that our suppliers must make a profit. Neither we nor they want to think, however, that our suppliers would be willing to sacrifice the quality for which we have agreed to pay for a higher profit margin.

When a business leader chooses to sacrifice quality in order to make an extra buck, he or she has taken the first step down the precipitous path of inevitable failure. Think about your favorite restaurant, for example. You’ve become a regular customer because you have enjoyed the high quality of their menu, ambiance, and service over a period of many years. No doubt, you recommend the restaurant to your friends, family, and business associates, and also to people who might be new residents of your community or maybe are just visiting. You do not make such recommendations lightly; you do so only because you have a high level of confidence in the quality of experience your friends and colleagues can expect to enjoy.

Imagine a scenario when, on your next visit, you walk away disappointed in your dining experience. You certainly will not give up on your favorite place on the basis of one bad experience but it will start you thinking. How many bad experiences will you be willing to tolerate before you begin to downgrade that restaurant on your list of favorites. How many bad experiences before you stop recommending the establishment to other people? How many bad experiences before you stop eating at a place of which you have such fond memories? Very often when such a stream of events occur, it is because the ownership opted to cut back on the cost of producing your favorite selections from their menu; or when they lower their expectations of the staff who service their patrons and it does not just happen to restaurants. It can happen to manufacturers, healthcare providers, providers of any professional service, or retailers of any product or services. This is what happens when a business in any venue switches its focus to profits in lieu of customer satisfaction.

Successful businesses, on the other hand, as evidenced by the powerful positive leaders who guide them, possess a relentlessly passionate commitment to the satisfaction of their customers and this commitment drives every single thing they do and say. This commitment is a major component of the values of the organization and serves as the focal point for both vision and mission.

Plain and simple, businesses exist to satisfy customers. It is also a lesson that government and not-for-profit agencies would do well to remember. If you have any doubts, just think about what is happening with United States Postal Service.