slide 1

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

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

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

slide 4

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

Research Activities:

1.Prototype scheme development2.Survey3.Focus group4.Implementation / Demonstration5.Evaluation6.Certification

slide 5

STEP 6 - CONTINUAL

IMPROVEMENT

STEP 1MOBILITY

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

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

slide 7

Understanding of prototype QM scheme

Yes, completely 43.9%

Yes, somewhat 46.3%

Yes, a little 4.9%

Not much 2.4%

Yes, completely 43.9%

…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.

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.

slide 9

◦ Date: June 12th-13th, 2008◦ Place: Gent, Belgium◦ Invited: 5 MM experts, 2 MM practitioners from

cities◦ Moderator: Tom Rye

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

slide 11

MAX WPC - Methodology Used – Step 4: Demonstration

Demonstration – city of Kortrijk (Be)

Background• 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 mobilityClear and strong link to QM systemStrong motivation for the city to participate to MAX

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

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?

slide 14

Demonstration – city of Kortrijk – STEP 1: QMSMM

Quality Management System with 4 components and 12 elements

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

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

Quality management system with 4 components and 12 elements

slide 17

Demonstration – city of Kortrijk – STEP 1: 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

slide 18

Demonstration – city of Kortrijk – STEP 1: 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

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

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

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

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)

Future beyond MAX: • QM MM external auditing• QM for MM labeling/certification