1. ASQ Presidents’ Race to Retain: Keeping the Members We Have
“Warm-up exercises”
Theme music – “Chariots of Fire” or “Olympics”
Passing the baton – ideas rolled up and inserted in the tube
Presenters to “dress the part”

2. Why focus on retention? Current members are familiar with ASQ
We can more easily engage current members
More engaged members are more loyal members
Member
Engagement
Loyalty
Current members have more familiarity with quality, even if they are new to quality, than those outside of the quality community. We don’t need to “sell” current members on concepts of quality or the need to belong – they have already reached that step.
We know who these members are – through download lists – and how to contact. We can reach out and get connected to these members to understand more about how to create engaging activities for them.
Once we provide a great, engaging experience for these members, they will become more loyal.
When we focus on the members that we have, engaging all the members in our member units, we will grow.

3. Current State of the Society
PETE ANDRES
ASQ had strong growth in the nineties. Total membership began to decrease in the in early 2000s. During that time, however, …[next slide]

4. Percent Retention for Full Members
100%
95%
90%
85%
80%
75%
70%
65%
60%
55%
50%
Years of Membership

5. Impact of Retention Improvements
ASQ Members
Average Members Per Member Unit * 1%
790 3 2%
1,580 6 3%
2,370 9 4%
3,160 12
PETE ANDRES
This chart simplifies the impact of the change for all of us. A 1% increase for the society means 790 members. That is an average of 3 members per member unit (Section, Division, Forum). If we ALL keep three more members this year than last year, it would be as simple as 3 members each, and the society would grow by 1%...we would reverse the trend.
Let’s aim higher…let’s try for a 4% increase. (Now, this can be more for members for some depending on your size, or less for others.) If together we can average 12 members per member unit, we will have successfully changed the trend and grown the society for the first time in this century.
“Now, with more details on a special program that the ASQ Presidents’, past and future, have put in place for you, let me reintroduce LLOYD BARKER, who will explain the ASQ Presidents’ Race to Retain.
*Assumptions: Member base = 79,000
*For some it may be more, for others it may be less.

6. Target
Improve the retention percentage of first, second and third year members.
1st yr: to 75% (+20%)
2nd yr: to 75% (+10%)
3rd yr: to 80% (+ 8%)
5% improvement (growth) in total members (Apr ’11)
Implement a recognizable / visible and directed effort to reach early year members.

7. How do we get there?
A Strategic Approach to Retention
Member / Member Leader Ownership
Focus on Needs and Value

8. What works to keep members
Set goals for retaining members
Welcome new members with a personalized contact
Engage more members as volunteers to help with your member unit
Develop ongoing communications with multiple delivery methods and regular schedule
Gather the Voice of your Customers (keep it simple, one-on-one) to see what is working and what people need
Create positive member experiences based on the voice and needs of the member
LLOYD BARKER – this slide is animate to help the presentation
In studying the issue of member retention (through member unit surveys, through Ideas to Action Gatherings, through the QMP recognition program), we have gained numerous insights on what works to keep members.  Time and again, the most successful practices have included (in no particular order):
Set goals for retaining members
Welcome new members with a personalized contact
Engage more members as volunteers to help with your member unit
Develop ongoing communications with multiple delivery methods and regular schedule
Gather the Voice of your Customers (keep it simple, one-on-one) to see what is working and what people need
Create positive member experiences based on the voice and needs of the member

9. Presidents’ Race to Retain
A combined effort to improve retention
A recognition program to highlight member units who are:
Participating
Making necessary changes
Seeing success
A reward program for those who achieve top success
LLOYD BARKER

10. Create a more vibrant member community. Increase member satisfaction.
Why participate
Create a more vibrant member community.
Increase member satisfaction.
Grow membership.
Expand your active leadership.
Earn recognition for your efforts.
Become eligible for rewards.
LLOYD BARKER
Earn recognition or rewards for your efforts.

11. How do we participate? DO CHECK PLAN ACT
Report how many practices you implement
CHECK
Watch your progress on the Leader Board
PLAN
Build Successful Practices into your Business Plan
ACT
Implement your Business Plan – deliver great member value
LLOYD BARKER
PLAN – review the six successful practices that have been identified and include them on your business plan for the upcoming year.
DO – Using a link that can be found on the ASQ Presidents’ Race to Retain initiatives page, report the number of practices that you are implementing. You will receive reminder via Friday Fast Facts to do this on a monthly basis.
CHECK – Visit the ASQ Presidents’ Race to Retain LEADERS board to see your progress compared to other member units.
ACT – Continually implement and improve upon the six successful practices on your plan. The key to retention is building great member value and engaging experiences for all members.

12. What tools are available?
Member Leader-CoP  Initiatives Presidents Race to Retain
LLOYD BARKER
Member Leaders can always find tools on the Member Leader Community of Practice.
Tools that can help you implement the six successful practices can be found at the Member Leader Community of Practice under Initiatives for the Presidents’ Race to Retain.
This is also where to can track progress of the program including your own success. Check this page often for updates and information on how other member units are successfully making changes.
“Now, allow me to introduce the co-chair of the ASQ Membership Committee, Aimee Siegler. Aimee will share details about the results that will be measured during the ASQ Presidents’ Race to Retain.”

13. What are the measures of success?
AIMEE SIEGLER
Member Units will be measured on the number of Successful Practices they implement on their business plans and their monthly retention improvement over the same time last year.
Member Units will be able to report monthly on how many successful practices they have implemented and what results they are seeing from their efforts. A link is available on the Presidents’ Race to Retain initiative page in the Member Leader Community of Practice. For the upcoming race, member units will also be able to report their goal for the year, which will be shown on the ASQ Presidents’ Race to Retain LEADERS board.
Retention comparisons will be calculated and reported on the leader board. These will be shown on the ASQ Presidents’ Race to Retain LEADERS board – an excel file available for download monthly – through the Presidents’ Race to Retain initiative page in the Member Leader Community of Practice. The file will be sorted by the top performing sections. Member Leaders can download the report and track their progress in comparison to the other member units.
“Gary Gehring, SAC Liaison for the ASQ Membership Committee, will share some details about Recognition and Rewards that you will receive for the ASQ Presidents’ Race to Retain.”
Sample Leader Board showing some of the top member units with greatest performance improvement since last year.
Board will show all member units sorted by highest performing.

14. Recognition and Rewards
Cover Slide

15. Recognition Levels
All self declaring sections shown on the Leader Board
Each rate is calculated in the same manner = level playing field
Target = 4% increase over last year
Blue Ribbon= 4%
Red Ribbon= 3%
White Ribbon= 1%
GARY GEHRING

16. Rewards Top 10 Sections Top 3 Regions Top 5 Divisions
1st place
2nd place
3rd place
4th through 10th places
Top 3 Regions
Top 5 Divisions
Same as section breakdowns
GARY GEHRING
[Information as yet unconfirmed…to be shared at high level only]
Top Sections
1st 3,000; 2nd 2,000; 3rd 1,000
4th to 10th 500 each
Top Regions
1st 2,000; 2nd 1,000; 3rd 500
Top Divisions
4th and 5th each

17. Recognition activities
Recognition in
Friday Fast Facts
Race to Retain Leader Board
Member Leader events
Visit to section/region by President
Global recognition by President
Recognized every six months
GARY GEHRING
Add on, for future consideration, produce video clips of top sections and divisions with their stories and provide access to all of ASQ. Requires further discussion. Could be integrated with WCQI reception.
 Above to fit in budget of $2,500

18. Keep making great member experiences!
What should I do next?
Begin simply
Utilize tools available
Report monthly
Check monthly
Keep making great member experiences!
LLOYD BARKER

19. JOIN IN! The Presidents’ Race to Retain
LLOYD BARKER
Team will share “batons” with participants that will contain handouts providing overview and important links.