sac demonstrate care_2016 (03-sep-2016) v1

Demonstrate CARE to Members

ASQ SAC Membership Transformation Committee

September 16, 2016

About ASQ Section Affairs Council (SAC)

Membership Transformation Program

The Membership Transformation Program from Section Affairs Council (SAC) supports the

fulfillment of the 2017 ASQ Strategic Objective for 2. Membership Transformation by:

- Standardizing approaches

- Identifying individual needs

- Offering membership options

- Providing diverse activities

- Promoting receptive conduct

- Personally engaging members

- Ensuring professional success

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Daniel Zrymiak, Barrie Simpson, Kaushik MallikSAC Membership Transformation Committee

ASQ Member Leader Training: September 2016

Membership Transformation – About the concept to

Demonstrate CARE by ASQ Sections and Member Units

Existing ASQ Membership Recruitment and

Retention will continue to create

Awareness and Interest in ASQ

• No shortage of new members persuaded to attend and join

from persuasive and frequent online marketing bursts

• Incoming influx of 20-30% new participants every year

• Creative and innovative ASQ programs for referrals and

recruits (i.e. Adding New Voices, Each One Reach One)

• ASQ Incentives (i.e. discount promo codes) to sustain and

renew memberships early

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Membership Transformation –

Managing Membership Referrals For Success

Referrals are personal choices that

reflect your own professional credibility.

Ideally ASQ should be a natural fit for your

• Younger family member starting a Quality career

• Peer or colleague from work or personal endeavors

• Counterpart or liaison at a client, customer, or regulatory

agent with whom you must interact for business or work

• Supervisor, superior, or executive from your organization

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ASQ Sections and Member Units

Demonstrate CARE by Being

01 C - Compliant

02 A - Active

03 R - Receptive

04 E - Engaging

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C-Compliant

Doing the right things in the right way for the right reasons

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ASQ Sections and Member Units Demonstrate Being

C- COMPLIANT

Establish trust and authenticity with an ethical “honor system:

• Individuals abide by the ASQ Code of Ethics for universal compatibility

• Commercial transactions follow Conflict of Interestguidelines, and connect to Independent Contactoragreements

• Memorandum of Understanding agreements guide partnerships and financial commitments

• Good Standing threshold confirm transparency and accountability of ASQ Section or Member Unit

Mitigate risks and provide assurance of virtuous professional initiatives that benefit all.

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A-Active

Visibility and frequency of events, programs, gatherings,

interactions, and communications

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A- ACTIVE

Schedule, organize conduct, and

complete events professionally:• Offer something tangible that a participant or member

can experience, enjoy, and apply

• Align frequency and duration of events to the availability

and capabilities (i.e. schedule, cost, location, logistics)

of target membership

• Schedule activities at reasonable intervals and try to

avoid expected conflicts

• Diversify events and programs by scope, breadth,

interest, and format

Forums and interactions project the value of the

organization and reinforce benefits and aspirations

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R-Receptive

Welcome all with good faith, tolerance, respect, recognition,

and positive goodwill

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R- RECEPTIVE

Recognize and embrace the diversity of cultures, industries, roles, levels, and backgrounds of participants

• Start with respectful dialogue, attentive listening, and servant leadership

• Be inclusive, avoiding cliques or closed groups

• Consider international attendees with respect to language, dietary and beverage choices, and scheduling conflicts.

• Set expectations for new participants and members to conduct themselves respectfully to others

As a global professional society, ASQ aspires to high personal ideals and modes of social conduct.

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R- RECEPTIVE

Customize approach to fit different types and stages of ASQ Members

• Welcome and integrate new members following the ASQ Member Leader Welcoming Environmentguidelines

• Customize the communications based on the type of member:

– Maven: Knowledge seeker

– Advocate: Networking follower

– Artisan: Knowledge provider

– Connector: Networking influencer

• Heed the “Season” (Spring, Summer, Autumn, Winter) of the member’s career profile.

• Reach Out to and Follow Up on VoC for Members

ASQ offers something for participants and members at every stage of their Quality career journey

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E-Engaging

Create positive personal connections to induce and incentivize

long-term member retention and sustainability

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E- ENGAGING

Refers to welcoming, awareness, interest, mentorship, involvement, and opportunities to contribute:

• Starts with the initial interactions and desire to create connections

• Peer or cohort engagement supports involvement and advancement as members, trainees, volunteers, committee members, and leaders

• Mentor/Protégé relationships provide meaningful personal connections

• Personal engagement provides the impetus to attend more ASQ events and programs

Engagement leads to influence and contribution, which creates a sense of personal ownership toward the ASQ Section or Member Unit

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E- ENGAGING

Connect with ASQ members using the

Five Powers of ASQ:

• Accessibility: Anyone can join and participate

• Prestige: 70 year legacy linked to Pioneers of Quality

• Precision: Not one-size-fits-all but customizable

• Mobility: ASQ equivalency accepted across locations

• Rewards: Financial returns and benefits of

membership for cost recovery and additional gains

These Powers demonstrate that ASQ is the superior

choice of any professional society dedicated to and

serving the international Quality community

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TAKEAWAYS

Tangible job aids and examples that can be directly applied

back at your ASQ Section or ASQ Member Unit

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TAKEAWAY #1

Create a Welcoming Environment - Ideas

Summarized from ASQ Member Leader Job Aid for establishing Welcoming Environments in ASQ

1. Officially welcome the new member with a phone call, email, or other contact method. Give the new member with a gift or free admission to an event. Reconnect with the new member to affirm engagement and positive impressions.

2. Obtain contact information to send newsletters and other notifications of the section website, upcoming meetings, training, etc.

3. Use large, color coded name tags for new members and new attendees. Use a Greeter at member meetings to make attendees feel welcome, and introduce the new individuals and attendees along with other participants.

4. The Section Leadership Committee should spread themselves among the attendees, and assign mentors based on areas of interest. Conduct Voice of the Customer inquiries to confirm meeting locations, the date and time of meetings, and topics of interest.

5. Conduct a “Member Benefits” webinar to reinforce benefits and opportunities for member

value and cost recovery.________________________________________________________



TAKEAWAY #2

Elevator Speech and Member Benefit SummaryImportant to have responses ready for critics and cynics

ASQ demonstrates CARE to its members. What does that mean?

• We’re compliant – ASQ is the oldest professional society and for over 70 years we have conducted ourselves ethically with transparency and accountability to serve the best interests of our members and communities.

• We’re active – ASQ programs include events, conferences, facility tours, educational programs, and social events. If you can’t attend, you can still take part in webinars and online communities

• We’re receptive – ASQ does not discriminate by age, income, or nationality, and we have accommodated members from all backgrounds and all career levels. Some come in to meet like-minded people, others are here to gain knowledge. We also encourage and support those who wish to contribute their influence and impart their knowledge to others as teachers, speakers, authors, and leaders.

• We’re engaging – ASQ is a forum from which you can form personal connections as a protégé, a peer, a mentor, and practitioner among like-minded professionals. ASQ enhances member engagement with five powers:

– Power of Accessibility: ASQ is available to anyone regardless of background, age, level, or location

– Power of Prestige: ASQ is the largest and most prominent Quality society, linking back to Pioneers of Quality like Deming

– Power of Precision: ASQ is not one-size-fits-all, but offers customized and tailored benefits to fit a variety of desires

– Power of Mobility: ASQ has comity and acceptance throughout all of its locations, providing international validity of credentials

– Power of Rewards: ASQ repays and returns time and money many times over, and offers new growth opportunities for members.

None of us can predict the future, so in good times and bad, we have to always position ourselves with multiple options. If you are serious about quality, ASQ gives you those options and opportunities, and does so without excessive costs or disrupting your existing work commitments.

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TAKEAWAY #3

Membership Database: “Gold Mine” For Engagement

ASQ Member Unit List provides data source for targeted and customized communications and offerings to ASQ membership

Membership Portal

• The member information spreadsheets are at http://asq.org/perl/members/memunit_lists.cgi

• STATUS: New, Proforma, Renewed, Unpaid indicates specific members that require appropriate welcoming or retention contact messages.

• MEMBER_TYPE: Distinguishes by Student, Associate, Full, Senior, Fellow, or other groups. Good for promoting eligibility for recognitions and member upgrades

(i.e. Positive communications of eligibility for upgrade from Full to Senior membership)

• CERTIFICATIONS: Indicator of involvement, particularly for Certs needing renewal. Engagement of ASQ Members by certification creates “Cohorts” of like-minded members.

• DIVISIONS: Enhance basic ASQ membership with affiliations to ASQ Divisions. Complement generic ASQ section offerings with a 1:1 member relationship between Divisions and Certifications

(i.e. Software (CSQE), Reliability (CRE), Biomedical (CBA), Food, Drug (CHA), Inspection (CQI), etc.

communities can support specific interests and specialized certification needs of target members)

• PRIMARY: Shows Benefit, Std, Paid, and Region (for ASQ Staff or Region Leadership)

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http://asq.org/perl/members/memunit_lists.cgi

TAKEAWAY #4

ASQ Job Aid: Summary For Membership Chair

ASQ Membership Chair is supported by Member Leader assetsMembership Tasks

http://asq.org/member-leader-community/positions/membership-chair/index.html

Membership Portal

The member information is available at http://asq.org/perl/members/memunit_lists.cgi

Please confirm with your section leadership who should have access, and notify ASQ Community Development of changes.

Mentorship:

Refer to Young Quality Professionals (YQP); Virtual network ASQ Next Generation website at http://asqnextgeneration.org

Best Practices:

ASQ Member Leaders now have an Innovation Library at

http://asq.org/member-leader-community/resources/successful-ideas/index.html

http://asq.org/member-leader-community/resources/innovation-library

ASQ Friday Fast Facts includes a Tips and Tools section. Back issues can be retrieved to source Membership ideas

http://asq.org/member-leader-community/news-dates/friday-fast-facts/index.html

Member Referral program to encourage members to bring in new participants.

http://asq.org/member-leader-community/initiatives/refer-and-reward/index.html

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http://asq.org/member-leader-community/positions/membership-chair/index.html

http://asq.org/perl/members/memunit_lists.cgi

http://asqnextgeneration.org/

http://asq.org/member-leader-community/resources/successful-ideas/index.html

http://asq.org/member-leader-community/resources/innovation-library

http://asq.org/member-leader-community/news-dates/friday-fast-facts/index.html

http://asq.org/member-leader-community/initiatives/refer-and-reward/index.html

TAKEAWAY #5

Promoting The Best of ASQ for direct involvement

Engage Long-Term ASQ membership retention and loyalty through

involvement with conferences, certifications, publications

• Conference attendance supported by member-leader discounts, volunteer opportunities,

speaking and presenting, exhibiting, and being a reviewer or moderator

• Certifications offer continued education, contributions to bodies of knowledge, honoraria and

travel to ASQ HQ for workshops and reviews.

• Publications provide opportunities for exposure, stature, inclusion in editorial review boards,

and potential for reimbursements and royalties

ASQ long-term retention is enhanced by involvement and personal influence on ASQ “flagship”

events, programs, publications, and activities.

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Membership Transformation For Your

2017 Business Plans

ASQ Sections and Member Units can more effectively attract and retain ASQ members by

applying this Membership Transformation Program to their 2017 Business Plans.

Customize and tailor approaches to fit your locations and local preferences by:

• Adoption of Best Practices

• Deployment and Activation

• Tracking and Measurement

• Issues Management

• Knowledge Base Expansion

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Questions?

Thank you for your indulgence.

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sac demonstrate care_2016 (03-sep-2016) v1

Leadership & Management