WP D: Planned output possible structure and contents

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

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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

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• Research Activities
• Prototype scheme development
• Survey
• Focus group
• Implementation / Demonstration
• Evaluation
• Certification

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Prototype QMSMM
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• 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

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Understanding of prototype QM scheme
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• 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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• Date June 12th-13th, 2008
• Place Gent, Belgium
• Invited 5 MM experts, 2 MM practitioners from
  cities
• Moderator Tom Rye

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• 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

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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

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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

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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?

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Demonstration city of Kortrijk STEP 1 QMSMM
Quality Management System with 4 components and
12 elements
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Demonstration city of Kortrijk STEP 1 QMSMM
Quality management system with 4 components and
12 elements

• Component 1 Policy
• User and society results
• 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?,

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Demonstration city of Kortrijk STEP 1 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?...
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Demonstration city of Kortrijk STEP 1 QMSMM
Quality management system with 4 components and
12 elements
Component 3 Implementation 8. MM-measures diff
erent 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,
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Demonstration city of Kortrijk STEP 1 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) measurin
g 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
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Demonstration - city of Kortrijk STEP 2
Phases of Quality Improvement ladder of
development
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Demonstration - city of Kortrijk STEP 3

• 4 successive quality management sessions amongst
  cities mobility team, main target group and
  stakeholders
• ims of sessions
• 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
• 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

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MAX WPC - End Products

• Short online questionnaire (QM-test) as a first
  teaser on QM for MM aimed at Mobility Managers
  with an online QM score calculator
• 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