1. slide 1 Final Conference Stratos Papadimitriou Cracow, September 2009 Work Package C A Quality Management Approach for Managing Mobility in Medium and Small Size Cities

2. slide 2  MAX WPC … …elaborated Quality Schemes for Mobility Management in small and medium size cities (QMSMM)  MAX WPC aimed at: Introducing quality management to mobility management (MM) Adopting existing quality management methods and principles to MM Developing a Quality Management scheme for Mobility Management (QMSMM) Preparing a certification system for mobility management WPC Introduction and Objectives

3. slide 3 0.Prototype scheme development 1.Survey 2.Focus group 3.Implementation / Demonstration 4.Evaluation 5.Certification Research Methodology

4. slide 4 Demonstration - Background City of Kortrijk (Be) City in the process of updating the City’s Urban Transport Plan Focal themes: environment, PT, biking policy, schools as target group and monitoring A desire for thorough evaluation of ‘schools and mobility’ project Expand and enhance MM to other areas of mobility  Clear and strong link to QM system  Strong motivation for the city to participate to MAX

5. slide 5 Demonstration Process STEP 1: Refined QM scheme: what do you need to achieve high quality in MM as a small & medium sized city? A set of components and a detailed description STEP 2: A scoring mechanism to assess the current quality in MM  Ladder of development STEP 3: Four successive QM-sessions as procedure to adopt the scheme & the ladder of development lead by external auditor Aim: assess current quality and define improvement actions STEP 4: QM-report: QM-assessment + priority list of improvement actions & project sheets STEP 5: Submitting QM-report & conclusions to decision makers (incl. political level)  Certification

6. slide 6 The Final QMSMM The QMSMM is a tool: For introducing quality management in your mobility operations For achieving quality while adopting a quality culture in your services. For improving the performance and credibility of your mobility management processes.

7. slide 7 The Final QMSMM Quality Management System with 4 components and 12 elements

8. slide 8 The Final QMSMM Component 1 – Policy 1.User and society needs: mobility behaviour & needs are known? Public support for sust. mobility and MM?... 2.Policy on paper Vision of MM descibed in principal policy documents?, … 3.Leaderschip Someone taking responsibility and initiative for MM in the city?, … Quality management system with 4 components and 12 elements

9. slide 9 The Final QMSMM Component 2 – Strategy 4.MM-programme Prioritising actions and measures? short - long term, integrated mix of measures? 5.Partnerships communication / commitment / different stakeholders?... 6.People sufficient staff available? Competences? Guaranteed continuity?... 7.Budget sufficient & LT budget for MM? Technical and logistic support available?... Quality management system with 4 components and 12 elements

10. slide 10 The Final QMSMM Component 3 – Implementation 8.MM-measures different categories and target groups (SMART-principles); action plans with task distribution, timing and budget is available and clear (basis for benchmarking) 9.MM-supportive measures accordance with more “hard” measures like parking policy, urban planning,… Quality management system with 4 components and 12 elements

11. slide 11 The Final QMSMM Component 4 – Monitoring and Evaluation 10.User and Society results Evaluation plan with indicators wrt MM- services output (users) and wrt impact on sustainable mobility (society) measuring = knowledge! 11.Stakeholders feed back internal and external communication of results (creating public support ) 12. Management review Audit of structures & operation of MM-team on regularly basis with aim of improving QM Quality management system with 4 components and 12 elements

12. slide 12 The Ladder of Development Phases of Quality Improvement: ladder of development Development phase 5: Policy oriented to Total Quality Management = City is “best practice”, trendsetting Development phase 4: a chain-oriented policy = systematic analysis and assessment, future minded, synergetic approach Development phase 3: a system-oriented policy = strategic approach, innovative & corrective, clear engagement, internal to external Development phase 2: a process-oriented policy = needs/priorities are known, overal vision in place, but no integrated approach Development phase 1: an activity-oriented policy = ad hoc, problem solving

13. slide 13 The CEN Workshop Effort to provide a normative document, a so called CEN Workshop Agreement (CWA) –"Code of Practice for implementing Quality in Mobility Management in smaller and medium sized cities". This CWA is largely based on the findings of MAX/WP C and can be used for certification of a QMSMM.

14. slide 14 Why use the QMSMM... Quality is a “must”, while quality management is the modern – best way to achieve it. Quality management is a tool already used in a wide range of organizations and services. The quality management approach and culture do lead to better performance of provided services and reduced costs. –you can introduce such an approach in your mobility policy and management system. Overall mobility policy and measures will be ran and managed in a consistent, systematic and organized way.

15. slide 15 Why use the QMSMM... The credibility of the mobility management system and organization will be considerably improved. All stakeholders of the mobility management system (senior management, employees, users) will be actively involved in the system’s successful development and improvement. An organization has already a quality management culture in other services (waste management, environmental management etc).

16. slide 16 Who can use the QMSMM? Mobility management practitioners, especially in higher levels. –City officials –Senior mobility managers of cities, companies and organizations. Anybody responsible for the city’s / organization’s / company’s mobility strategy, policy and measures,

17. slide 17 MAX WPC - End Products  CEN Workshop Agreement (CWA)  Including the QMSMM analytical description  Including guidelines on a QM self audit procedure for the city mobility’s team (small package)  Including guidelines on a QM self audit procedure for the city mobility’s team, stakeholders and political level (larger package)  Set of instructions for implementing the QMSMM  Evaluation questionnaire  The evaluation questionnaire has been developed to aid auditors in assessing city status with respect to the QMSMM elements.

18. slide 18 WPC focused on incorporating quality management principles in a systematic and comprehensive way: Gap in research identified by the state of the art review. Development of a prototype Quality Management Scheme for Mobility Management (QMSMM) The survey revealed that… …the QMSMM is viewed as understandable, useful and acceptable. Both the survey and focus group aided in highlighting elements of the QMSMM in need for improvement Demonstration Final QMSMM Development of an evaluation questionnaire Future beyond MAX: QM MM external auditing QM for MM labeling/certification Conclusions

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