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Final ConferenceStratos PapadimitriouCracow, September 2009

Work Package CWork Package C

A Quality Management Approach for A Quality Management Approach for Managing Mobility in Medium and Small Managing Mobility in Medium and Small

Size CitiesSize Cities

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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

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TASK 5 : Certification(suggestion for labelling)

TASK 1 : Survey(selection of participants, preparationand dissimulation of questionnaire)

TASK 0 : QM/MM scheme(build-up or refine)

TASK 2 : Focus Group(preparation of issues to be brought up,

selection of participants, evaluation)

TASK 3 : Implementation(implementation of QM/MM scheme in

kortrijk,evaluation of the implementation)

TASK 4 : Evaluation aspects(estimate of costs and benefits, internal

vs external assessment)

TASK P : MM measures definition

0. Prototype scheme

development

1. Survey

2. Focus group

3. Implementation /

Demonstration

4. Evaluation

5. Certification

Research Methodology

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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 systemStrong motivation for the city to participate to MAX

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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

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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.

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The Final QMSMM

Quality Management System with 4 components and 12 elements

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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

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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. Budgetsufficient & LT budget for MM? Technical and logistic support available?...

Quality management system with 4 components and 12 elements

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The Final QMSMM

Component 3 – Implementation

8. MM-measuresdifferent 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

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The Final QMSMM

Component 4 – Monitoring and Evaluation

10.User and Society resultsEvaluation 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

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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

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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.

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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.

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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).

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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,

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MAX WPC - End Products

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• 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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