Certified Service Quality

Management system certification in accordance with TÜV NORD Standard A75-S008 is based on the principles of ISO/IEC 17021.

• An already implemented and practised (service) management system is a prerequisite for certification.
• Service quality should be part of the corporate culture and customer focus and employee orientation should be part of the corporate values.
• The operational and customer-related processes should have been implemented for at least two years so that a large number of customers have already gained experience with the company and its service quality.
• Structured, harmonised operational procedures and processes with measurable performance indicators along the customer journey must be in place for the operational provision of services.

• The client must nominate an authorised contact person for the implementation and on-site supervision of the certification procedure vis-à-vis the TÜV NORD CERT certification body.
• The client must specify the desired scope of the certification with regard to the activities and locations of the company that are to be included in the scope of the certificate.
• The client must provide the TÜV NORD CERT certification body with the following up-to-date information:
  • The general characteristics of the organisation, including their name and the address(es) of their physical location(s);
  • Description of the type of activities and services provided at each site;
  • Description of the company structure / organisation chart and extract from the commercial register;
  • Number of employees in FTE (average over the last 12 months) at the individual locations;
  • Number of customers and number of customer contacts processed (average over the last 12 months) at the individual locations;
  • Information on all outsourced processes, subcontractors (e.g. call centres) used by the company in relation to service provision.
  • Information on how customer satisfaction is regularly analysed.
  • Presentation of the relevant, measurable aspects of the company's individual service quality in the context of the defined performance/service offerings

The company-specific (customer) service quality management system is the focus of the conformity assessment and takes into account service-relevant facets of the company, including internal and external interfaces.

As part of the three-year certification process, the audit management, if applicable, obtains an annual overview of the company's organisational and factual approach to the topic of service quality by means of an on-site or partial remote audit.

During the annual audit, the 37 requirement criteria of TÜV NORD Standard A75-S008 are reviewed and evaluated in the company with regard to their implementation and degree of fulfilment. To this end, the TÜV NORD auditors conduct interviews with various representatives from the different hierarchical levels and company divisions, carry out a process-orientated document review, accompany live operations and gain an overview of the strategic and operational approach to the topic of service quality.

The main premise of the audit is always to verify objective evidence of the implementation of service quality management in accordance with the requirement criteria of TÜV NORD Standard A75-S008 as well as an efficient and economical handling of the company in this context.

There is no checklist audit, but rather an external view of the company's individual service quality management system, whereby individual impulses for optimisation can be identified.