Putting students and families at the center of strategy will optimize resources and improve academic outcomes. Photo via Getty Images

It’s no secret: K-12 public schools in the U.S. face major challenges. Resources are shrinking. Costs are climbing. Teachers are battling burnout. Student outcomes are declining.

There are many areas of concern.

Some difficulties are intangible, inescapable and made worse by crises like the COVID-19 pandemic. Some can be fixed or alleviated by wisely allocating resources. And others — like a lack of strategic focus — can be avoided altogether.

It’s this final area, strategic focus, that researchers Vikas Mittal (Rice Business) and Jihye Jung (UT-San Antonio) address in a groundbreaking study. According to Mittal and Jung, superintendents and principals misallocate vast amounts of time and resources trying to appease their many stakeholders — students, parents, teachers, board trustees, community leaders, state evaluators, college recruiters, potential employers, etc.

Instead, Mittal and Jung show, administrators need to put their entire focus on one key stakeholder — the “customer,” i.e. students and families.

It may sound strange to call students and families “customers” in the context of public education. After all, 5th-period Spanish isn’t like buying an iPhone or fast food. The classroom is not transactional. Students and caregivers are part of a broader relational context that most directly involves teachers and peers. And students are expected to contribute to that context.

But K-12 public funds are tied to enrollment and attendance numbers. This means the success or failure of a school or school district ultimately comes down to “customer” satisfaction.

Beware the Stakeholder Appeasement Trap

Here’s what happens when students and families become dissatisfied with their school:

As conditions deteriorate, families (who can afford to) may choose to homeschool or move their children to private or better-performing public schools. As a result, enrollment revenue decreases, which forces administrators to cut costs. Cut costs lead to worsened performance and lower satisfaction among students and families. Lower satisfaction leads to further enrollment loss, which leads to more cost-cutting. And so on. (Schools need about 500-600 students to break even.)

It’s a vicious downward spiral, and it’s not unusual for schools to become trapped in it. To avoid this vortex, administrators end up adopting a “spray and pray” or “adopt and hope” approach, pursuing various stakeholder agendas in hopes that one of them will be the key to institutional success. Group A wants stronger security. Group B wants improved internet access. Group C wants better facilities. Group D wants to expand athletics.

It’s an understandable impulse to make everyone happy. However, Mittal and Jung find that the “stakeholder appeasement” approach dilutes strategic focus, wastes resources and creates a bloat of ineffective initiatives.

Initiative bloat isn't a benign problem. The labor of implementing programs inevitably falls on teachers and frontline staff, which can result in mediocre performance and burnout. As initiatives multiple over time, communication lines become strained and, distracted by the administration's efforts to please everyone, teachers and frontline staff fail to satisfy students and families.

Pay Attention to Lift Potential

Using data from administrator interviews and more than 10,000 parent surveys, Mittal and Jung find that students and families only value a few strategic areas. By far the most important is family and community engagement, followed by academics and teachers. The least important, somewhat surprisingly, is extracurriculars like athletics programs.

The assumption that athletics would be high on the list of student and family priorities raises a crucial point in the study. Mittal and Jung note that it’s a serious error to assume that the more a strategic area is mentioned the more it drives customer value.

“Conflating the two — salience and lift potential — is the single biggest factor that can mislead strategy planning,” the researchers say.

A customer-focused strategy prioritizes lift potential — meaning it allocates budgets, people and time to the areas that have the highest capacity to increase customer value, as measured by customer satisfaction. If family and community engagement is the most important strategic area, then savvy administrators will invest in the “execution levers” that improve it.

For instance, Mittal and Jung find that allowing input on school policies is the most effective lever for demonstrating family and community engagement. Another important strategic area is improving the quality of teachers, and one of the most effective ways of doing this is to emphasize their academic qualifications.

Just as important as instituting effective customer-focused initiatives is de-emphasizing those that are ineffective. It can be a difficult process to stop and de-emphasize initiatives, however ineffective. But ultimately, the benefit is that teachers and frontline staff will be able to concentrate on the execution levers that matter.

This strategic transformation can’t happen overnight. Developing the framework will require a school district 18 to 24 months, Mittal and Jung estimate. Embedding it into practice can take an additional 12 to 18 months. For example, it would involve changing the way senior administrators, school principals and teachers are held accountable. Instead of emphasizing standardized test scores, which do not add to customer satisfaction, it’s more effective to concentrate on input factors that directly impact the quality of academics and learning.

To help schools develop and implement a customer-focused strategy, future research can focus on frameworks for guiding schools to maximize the areas of value that students and families care about most.

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This article originally ran on Rice Business Wisdom. For more, see Mittal and Jung, “Revitalizing educational institutions through customer focus.” Journal of the Academy of Marketing Science (2024): https://doi.org/10.1007/s11747-024-01007-y.

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Axiom Space announces new CEO amid strategic leadership change

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Six months after promoting Tejpaul Bhatia from chief revenue officer to CEO, commercial space infrastructure and human spaceflight services provider Axiom Space has replaced him.

On Oct. 15, Houston-based Axiom announced Jonathan Cirtain has succeeded Bhatia as CEO. Bhatia joined Axiom in 2021. Cirtain remains the company’s president, a role he assumed in June, according to his LinkedIn profile.

In a news release, Axiom said Cirtain’s appointment as CEO is a “strategic leadership change” aimed at advancing the company’s development of space infrastructure.

Axiom hired Cirtain as president in June, according to his LinkedIn profile. The company didn’t publicly announce that move.

Kam Ghaffarian, co-founder and executive chairman of Axiom, said Cirtain’s “proven track record of leadership and commitment to excellence align perfectly with our mission of building era-defining space infrastructure that will drive exploration and fuel the global space economy.”

Aside from praising Cirtain, Ghaffarian expressed his “sincere gratitude” for Bhatia’s work at Axiom, including his leadership as CEO during “a significant transition period.”

Bhatia was promoted to CEO in April after helping Axiom gain more than $1 billion in contracts, Space News reported. He succeeded Ghaffarian as CEO. Axiom didn’t indicate whether Bhatia quit or was terminated.

Cirtain, an astrophysicist, was a senior executive at BWX Technologies, a supplier of nuclear components and fuel, for eight years before joining Axiom. Earlier, Cirtain spent nearly nine years in various roles at NASA’s Marshall Space Flight Center in Huntsville, Alabama. He previously co-founded a machine learning company specializing in Earth observation.

“Axiom Space is pioneering the commercialization of low-Earth orbit infrastructure while accelerating advancements in human spaceflight technologies,” Cirtain said. “I look forward to continuing our team’s important work of driving innovation to support expanded access to space and off-planet capabilities that will underpin the future of space exploration.”

Among other projects, Axiom is developing the world’s first commercial space station, creating next-generation spacesuits for astronauts and sending astronauts on low-Earth orbit missions.

Houston billionaire benefactors will donate almost entire fortune to charity

Giving Back

Houston billionaires Rich and Nancy Kinder plan to donate an astounding 95% of their multi-billion-dollar wealth to charities, they told ABC13's Melanie Lawson.

The news comes as the Kinder Foundation announced an $18.5 million expansion project for Emancipation Park in the heart of Third Ward. That historic park was founded by slaves in 1872.

The Kinders are one of the wealthiest couples in the nation, worth $11.4 billion, according to Forbes. You've certainly seen the Kinder name on buildings and facilities around the city of Houston.

The Kinders are also among the most generous, giving away hundreds of millions to Houston institutions and charities. Their plan is to give away almost all of their wealth, or more than $10 billion.

Rich Kinder helped build oil and gas pipeline giant Kinder Morgan, but he stepped down as CEO more than a decade ago for a what he calls a bigger cause.

"Well, I think we'd all like to leave the world a little better place than we found it," he said. "And we just felt early on that the right thing to do was to try to give most or all of that away. So that's what we plan to do during our lifetime and after our death."

They found kindred spirits as one of the first couples to sign The Giving Pledge, established by billionaires Bill and Melinda Gates and Warren Buffett.

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Continue reading the full story, with video, on ABC13.com.

Mark Cuban calls AI ‘the greater democratizer’ for young entrepreneurs

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Texas billionaire Mark Cuban—whose investment portfolio includes Houston-based Holliball, a startup that makes and sells large inflatable holiday ornaments—believes AI is leveling the playing field for budding low-income entrepreneurs.

At the recent Clover x Shark Tank Summit in Las Vegas, the Shark Tank alum called AI “the greater democratizer.”

Cuban told Axios that free and low-cost AI tools enable disadvantaged teenagers to compete with seasoned professionals.

“Right now, if you’re a 14- to 18-year-old and you’re in not-so-good circumstances, you have access to the best professors and the best consultants,” Cuban said. “It allows people who otherwise would not have access to any resources to have access to the best resources in real time. You can compete with anybody.”

While Cuban believes AI is “the great democratizer” for low-income young people, low-income workers still face hurdles in navigating the AI landscape, according to Public Works Partners, an urban planning and consulting firm. The firm says access to AI among low-income workers may be limited due to cost, insufficient digital literacy and infrastructure gaps.

“Without adequate resources and training, these workers may struggle to adapt to AI-driven workplaces or access the educational opportunities necessary to acquire new skills,” Public Works Partners said.

Texas 2036, a public policy organization focused on the state’s future, reported in January AI jobs in Texas are projected to grow 27 percent over the next decade. The number 2036 refers to the year when Texas will celebrate its bicentennial.

As for the current state of AI, Cuban said he doesn’t think the economy is witnessing an AI bubble comparable to the dot-com bubble, which lasted from 1998 to 2000.

“The difference is, the improvement in technology basically slowed to a trickle,” Cuban said of the dot-com era. “We’re nowhere near the improvement in technology slowing to a trickle in AI.”