1. slide 1 European Conference on Mobility Management (ECOMM) Saint Sebastian, May 13th-16th, 2009

2. slide 2 MAX WPC aims to: Adapt quality management to mobility management (MM) Transfer experiences from existing quality management systems to MM Develop a Quality Management scheme for Mobility Management (QMSMM) Preparing a certification system for mobility management

3. slide 3 Structure of this presentation WP C Objectives Prototype quality management scheme (QMSMM) Feedback on prototype via survey and focus group CEN Workshop Demonstration in Kortrijk Modification/development of QMSMM resulting from demonstration Conclusions

4. slide 4 Research Activities: 1.Prototype scheme development 2.Survey 3.Focus group 4.Implementation / Demonstration 5.Evaluation 6.Certification

5. slide 5 STEP 6 - CONTINUAL IMPROVEMENT STEP 1 MOBILITY MANAGEMENT POLICY STEP 2- PLANNING Identify Mobility Management Measures Objectives and targets Mobility Management programme STEP3- IMPLEMENTATION & OPERATION Structure and responsibility Training, awareness & competence Communication Mobility Management documentation STEP 4- CHECKING AND CORRECTIVE ACTION Monitoring & measurement Non-conformance and corrective & preventive action Records STEP 5 - REVIEW Prototype QMSMM

6. slide 6 Objective: To obtain feed back on the prototype QMMS by Mobility Managers. To use feed back for QMMS refinement. Method: On-line questionnaire, 47 cities responded Results Most understood principle of scheme Most found it useful Many felt that they had parts of process in place already

7. slide 7 Understanding of prototype QM scheme Yes, completely43.9% Yes, somewhat46.3% Yes, a little4.9% Not much2.4% Yes, completely43.9% … This scheme could also be used for the ordinary work in the department. … Perhaps it is not as prepared and implemented, but we follow the scheme in an informal way … Many similarities with the previously mentioned PRINCE 2 franework, although some of the steps are presented in a different order using the PRINCE 2 f ramework. … It appears to be the application of a standard model … I recognize the contents of the scheme, we are working a little like this today. … I don't particularly understand QM systems and doubt their usefulness … However, as the a bove is a simplified diagram, it is difficult to comment … This scheme could also be used for the ordinary work in the department.

8. slide 8 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.

9. slide 9 Date: June 12 th -13 th, 2008 Place: Gent, Belgium Invited: 5 MM experts, 2 MM practitioners from cities Moderator: Tom Rye

10. slide 10 QMS needs more than one level Some minimum (acceptable) standards (in main levels) should be included External auditors and a peer group also important Recognizing improvement is crucial for strengthening both the system and the organization/people The QMMS should be capable of migrating to ISO 9000 at some later date

11. slide 11 MAX WPC - Methodology Used – Step 4: Demonstration Demonstration – city of Kortrijk (Be) Background City in the process of updating the Citys 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

12. slide 12 MAX WPC - Methodology Used – Step 4: Demonstration Demonstration Process (1) STEP 1: QM scheme: what do you need to achieve high quality in MM as a small & medium sized city? A set of criteria + detailed description STEP 2: A scoring mechanism to assess the current quality in MM Ladder of development

13. slide 13 MAX WPC - Methodology Used – Step 4: Demonstration 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 Guidance on the QM-sessions: –Participants, aims & agenda, preparatory material, discussion format, moderating guide, reporting template STEP 4: QM-report: QM-assessment + priority list of improvement actions & project sheets STEP 5: Handing over QM-report & conclusions to decision makers (incl. political level) Certification?

14. slide 14 Demonstration – city of Kortrijk – STEP 1: QMSMM Quality Management System with 4 components and 12 elements

15. slide 15 Demonstration – city of Kortrijk – STEP 1: QMSMM Component 1 – Policy 1.User and society results: 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

16. slide 16 Demonstration – city of Kortrijk – STEP 1: 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

17. slide 17 Demonstration – city of Kortrijk – STEP 1: 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

18. slide 18 Demonstration – city of Kortrijk – STEP 1: 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

19. slide 19 Demonstration - city of Kortrijk – STEP 2 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

20. slide 20 Demonstration - city of Kortrijk – STEP 3 4 successive quality management sessions amongst cities mobility team, main target group and stakeholders ims of sessions: 1.to get information on quality of mobility policy in past 5 years position of Kortrijk on the development ladder? analysis based on the 12 components of the QMsystem 2.bring up improvement actions on the field of MM position of Kortrijk on 12 components as starting point Sessions organised and scoring done by an external quality auditor

21. slide 21 MAX WPC - End Products 1.Short online questionnaire (QM-test) as a first teaser on QM for MM aimed at Mobility Managers with an online QM score calculator 2.CEN Workshop Agreement (CWA) –Including guidelines on a QM self audit procedure for the city mobilitys team (small package) –Including guidelines on a QM self audit procedure for the city mobilitys team, stakeholders and political level (larger package) Future beyond MAX: QM MM external auditing QM for MM labeling/certification