Final Conference Stratos Papadimitriou Cracow, September 2009

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

2. WPC Introduction and Objectives • 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

3. Research Methodology 0. Prototype scheme development Survey Focus group Implementation / Demonstration Evaluation Certification

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

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

9. The Final QMSMM Quality management system with 4 components and 12 elements 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?...

10. The Final QMSMM Quality management system with 4 components and 12 elements 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,…

11. The Final QMSMM Quality management system with 4 components and 12 elements 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

12. The Ladder of Development Phases of Quality Improvement: ladder of development

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. 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. 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. 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. 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. Conclusions • 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

19. Thank you for your attention!!