Virtual TÜV audit

As always in autumn DR-WALTER had a visit from the TÜV. This time it was the turn of a re-certification audit, which, because of Corona, was held for the first time as a video conference.

Since 2011 DR-WALTER is certified according to the standard "Certified Service Quality". In order to continue to carry the TÜV seal, the company and its processes are inspected annually by TÜV Nord. Although workload and consulting expenses were extremely high in the last months due to the pandemic, the auditors attested us our very good work performance. Mystery analyses and an audit were conducted during the third re-certification.

Useful evaluation
This external confirmation of the work weighs just as much for DR-WALTER as the external effect of the certified service quality. As the new second managing director Angelika V. Kolmer puts it: "The fact that DR-WALTER has never accepted a standstill, but has always strived to develop and improve, is part of the company's recipe for success. We regard the TÜV seal as a meaningful instrument of evaluation, which benefits ourselves and thus of course our customers as well."

In the following we explain how exactly this evaluation is carried out:

Good results in the mystery analyses
For the first part of the examination, test persons with various concerns called to check the availability of DR-WALTER and to find out whether they were being advised in a friendly and polite manner and whether they were being actively listened to. Are questions answered correctly and understandably and do the product recommendations meet the requirements described? In the case of the covert e-mail inquiries, the TÜV assessed the extent to which the customer service responded individually and specifically to them and answered them in a targeted manner. Overall, DR-WALTER was able to meet the requirements satisfactorily.

Virtual audit
In video conferences, the TÜV interviewed management, commercial management, customer service, marketing and communication, sales, personnel, claims and contract departments. What about a holistic system of key figures, customer-specific communication, the topic of data protection and the handling of personal data in the daily work of DR-WALTER? How well are the various contact channels (including telephone, e-mail, social media) within the company organized and interlinked and how does the internal forwarding of customer feedback and complaints work? Auditing via video conference was a premiere for everyone. Looking back, we can only conclude that the virtual visit worked out great. Screen sharing made it possible to verify the documented information. The TÜV did not find any relevant shortcomings in the 16-hour audit either, but was able to point out potential for improvement in some areas. For example, it recommended that the possibilities of digital in-house training courses be examined in order to continue to refresh employees' knowledge even in times of contact restrictions.

Here you can find the TÜV certificate

About TÜV NORD
TÜV tested: At home and abroad this attribute is associated with safety, reliability and quality. The certification company TÜV NORD CERT evaluates and certifies the fulfilment of legal requirements and voluntary standards during certification: The pool of employees with more than 1,200 experienced experts guarantees the highest level of competence in the certification of systems, personnel and products.
www.tuev-nord.de