CREST: Control Room Education Support and Training Atkins ITS Webinar Series 24/7 operation December 2013

CREST: Control Room Education Support and Training December 13, 2013 Emotional Exhausting Fearful Promises 24/7 operation Tight deadline

Agenda 3 ● Introductions ● Presentation ● Q&A

Promotes safety, mobility, and the sharing of traveler information Control Room Traffic Management Center (TMC) Traffic Operations Center (TOC) Without people operations would be easy. Every TOC is different.

Borrowed from private and public-sector best practices Founded in common sense and backed by years of research 5 CREST: Origins Plagued with high error rates and staff turnover and suffer from a culture of fear Revolving door of management companies in an ongoing operation

6 CREST: The philosophy What does the CREST program look like? (Control Room Education Support and Training)

7

CREST: The Concepts 8 Concept 2 Full life-cycle management of employees Concept 1 Culture impacts performance Concept 3 TMC is an ongoing operation not a project

9 Concept 1 Culture Happiness EngagementOwnership Satisfied Empowered Focus Productivity

10 Concept 1 Culture Culture TQM Six Sigma CPICMM

11 A case study: corporate culture and performance Companies that focus on culture lead to: ● Increased revenue—4 times faster ● Job creation growth—7 times faster ● Increased stock prices—12 times faster ● Climbing profits—750% higher ● Net income growth—700% ● Customer satisfaction—doubled Concept 1 Culture 2010 Global Average (56%) 2008 Global Average (57%) 2009 Global Average (60%) Best Employers (78%)

CREST: The Concepts 12 Concept 1 Culture impacts performance Concept 3 TMC is an ongoing operation not a project Full life-cycle management of employees Concept 2

Concept 2 Full life-cycle management 13 Train

CREST: The Concepts 14 Concept 2 Full life-cycle management of employees Concept 1 Culture impacts performance TMC is an ongoing operation not a project Concept 3

Concept 3 Operation versus project 15 What are the major difference between project management and operations management? Projects have a defined start and clear end Projects produce tangible deliverables Projects often use a team that is pulled together for the duration of the project and then disperse after the project Project management Operations are ongoing, eternal While operations can include development of tangible deliverables the primary focus is on ongoing activities Operations team members can work together of years and even decades Operations management Consulting firms strength is in managing projects TMC Contract structures are modeled after project management contracts

Benefits of CREST 16 Cultural continuity Full life-cycle resource management Increases competence Avoids “reset” Better performing, more efficient operations

Contact us for more information about CREST Andy Lucyshyn, Business Development Manager Marcus Wittich, Practice Manager Jo Scott, Program Manager