Consulting
DE&I: Increasing Transparency and Opportunity
Challenge: A national sport coaching organization experienced lack of diversity and transparency in selecting its nominating committee.
Solution: I identified the root cause of the challenge as being connected to the selection process, developed a revised process, and successfully advocated for its adoption.
Result: The new process achieved full transparency and increased diversity.
Changing Lives: Increasing Program Impact
Challenge: A non-profit that conducted one after-school athletic and educational program for twenty under-resourced children received funding to expand.
Solution: Analysis revealed that the funding proposal that predated my leadership was based on an unworkable model from another market. By developing relationships with individuals in additional markets, a more suitable program model emerged, and I designed and developed a revised program model.
Result: The program expanded to include in-school, after-school, and summer programs and reached over 2,500 students.
Retaining Customers I: Identifying High Performers and Best Practices
Challenge: A national sports organization offered team-based play and retained less than half of its customers each year.
Solution: Data analysis revealed high-performers and best practices for achieving customer retention.
Result: Leadership received a report concerning practices to improve customer retention.
Retaining Customers II: Identifying Customer Motivations and Barriers
Challenge: A national organization depends on volunteers to carry out its mission. Retaining volunteers is important to not only to do the work but also to minimize “brain drain.”
Solution: Collaboration with others led to the creation of a national survey of volunteers, analysis of responses, and recommendations for volunteer recruitment and retention.
Result: Leadership received a report concerning practices to improve volunteer recruitment and retention.
Engaging Members: Mentoring
Challenge: A national organization seeks to engage members in new ways and a solution was to create a mentoring program.
Solution: Interviews with those involved in previous failed mentoring programs uncovered potential reasons for lack of success and possible adjustments.
Result: I designed, developed, and executed a re-imagined mentoring program. Beginning with twelve participants, the program has now engaged over 500 professionals.
Generating New Customers: Removing Barriers
Challenge: Organized competitive play attracts youth players in many sports, but systemic barriers can inhibit participation for some.
Solution: Analysis revealed that attempts to address barriers to participation had focused on each barrier individually instead of in concert. Combining the barriers in a single analysis led to the design, development, and implementation of a novel program.
Result: The new program addressed the barriers and reached players in numerous markets.
Performance Improvement: Revising KPIs
Challenge: COVID and emergent market forces impacted the recruitment and retention of new customers/members and questions of the value or organizational membership have come into focus.
Solution: Analysis of core strategic pillars revealed opportunities for creating revised KPIs that more clearly align with customer needs.
Result: Collaboration with others led to the creation and implementation of more targeted KPIs.