Appendix E

How to Measure the Measures

How well does your association perform on the seven measures?

This is an easy question to ask but a hard one to answer. For example:

  • Many of the qualities that exemplify remarkable associations are intangible. The breadth and depth of a customer service culture (Measure 1) cannot be accurately measured by counting the number of “We love our members” plaques on the wall. Anyone can put up a plaque. Member focus is both an attitude and a set of practices.
  • Several of the measures are not mutually exclusive. The presence of dialogue and engagement (Measure 4) and the model of the association CEO as broker of ideas (Measure 5) both reflect an organizational culture that values candor, where people from all quarters ...

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