Solution: Certification of service quality of transport companies in passenger transport | EN 13816
Solution: Certification of service quality of transport companies in passenger transport | EN 13816
Ing. Klaus Mlekus, MBA
TÜV AUSTRIA CERT GMBH
TÜV AUSTRIA-Platz 1
2345 Brunn am Gebirge
Tel: +43 (0)504 54-6048
Fax: +43 (0)504 54-8145
E-Mail: cert@tuv.at
tuv.at/cert
TÜV AUSTRIA GMBH
TÜV AUSTRIA CERT GMBH
TÜV AUSTRIA-Platz 1
2345 Brunn am Gebirge
Tel: +43 (0)504 54-6048
Fax: +43 (0)504 54-8145
E-Mail: cert@tuv.at
tuv.at/cert
TÜV AUSTRIA certification according to EN 13816
EN 13816 certification process
TÜV AUSTRIA certification according to EN 13816
Information
EN 13816 is the Europe-wide standard for certifying the service quality of public transport companies. With certification to EN 13816, you can increase customer satisfaction, optimize your use of resources and thus increase the competitiveness of your company. In addition, the standard forms the basis for the continuous improvement of your service quality and gives you the opportunity to demonstrate this and increase customer loyalty.
This standard is applicable to all sectors of public passenger transport (road, rail, sea and air). Certification according to this standard is recommended for small private service providers through to large, national providers.
The prerequisite for certification is a documented management system that is integrated and practised within the organization and includes sustainability, open communication, legal compliance and management responsibility.
The certificate is valid for three years and may be used for advertising purposes in accordance with the certification regulations. The certification logo can be used, for example, on stationery and the website (in each case in connection with the organization). For legal reasons, the planned use must be approved or confirmed by the certification body.
Advantages
- Service quality is what the customer wants! Demonstrably fulfill this wish and exceed your customers’ expectations.
- Certification in accordance with EN 13816 helps you to make your customers’ needs and expectations transparent and to measure and increase customer satisfaction. Gain an advantage in the market!
- Certification in accordance with EN 13816 increases your competitiveness in public transport tenders.
- Certification helps you to optimize your use of resources. This saves you costs and increases your internal efficiency.
- Thanks to optimized processes and measures for continuous improvement, certified companies are always one step ahead.
With the help of the standard, you can systematically build up new customer relationships and intensify existing ones, thus increasing your share of regular customers. - By providing clear information and specifications in accordance with the standard, you create a basis for action and decision-making aids for your employees and management, which in turn contribute to the company’s success.
- In addition, certification in accordance with EN 13816 ensures the legal security of your organization.
EN 13816 certification process
A certification process usually takes between three and five weeks. We determine the exact effort, duration and costs together with you before the certification process.
1. Information meeting
In a non-binding and free consultation, we will inform you about the procedure for obtaining your certificate. The following points will also be clarified:
- Basic requirements for certification
- Objectives and benefits of certification
- Comparison of company data and definition of the scope of certification
- Discussion of your specific requirements and wishes
- Determination of the next necessary steps towards certification
On the basis of this information meeting, you will receive an individual offer tailored to your organization.
2. Commissioning
If you are satisfied with the offer, the certification body will be commissioned. After you have received an order confirmation, the certification process begins with a joint appointment with the responsible auditor.
3. Pre-audit (optional)
A pre-audit can be carried out on request. Based on a jointly defined framework, either specific areas or processes or the overall situation of your organization are audited. Any weaknesses in the documentation and implementation of the system are identified. On request, a pre-audit can provide you with a status report regarding the basic certifiability, detailed expertise on individual processes or conformity with individual requirements of the respective standard. The audit methodology corresponds to that of the certification audit.
4. Level 1 certification audit
The stage 1 audit serves to determine your eligibility for certification. Site-specific conditions are assessed and necessary information regarding the scope of application is collected. The following main points are primarily dealt with in the stage 1 audit:
- Checking the documentation for conformity and completeness in comparison with the respective standard requirements.
- Status of the implementation of the management system in the company: Does the existing management as well as the degree of implementation of the management system in the organization basically allow for certification or are crucial details still missing?
Before carrying out audit stage 2, an audit plan for the actual certification audit is drawn up and agreed with you based on the knowledge gained about your organization and the management system.
5. Certification audit stage 2
As part of stage 2, the effectiveness of the management system introduced in your company is reviewed. Random samples are taken in departments or organizational units and along the process chains for all requirements.
The audit is based on the following:
- Audit planning
- the respective certification standard or individual standard requirements specified therein
- organization-specific documents
- general and sector-specific principles (laws, further, sector-specific, required standards, etc.)
After evaluation and assessment of the results, you will be informed of the audit result and any deficiencies or deviations during the final meeting. Corrective measures are defined in the event of deviations.
6. TÜV AUSTRIA certificate
The actual certification is issued by the TÜV AUSTRIA certification body after successful auditing and reporting on the basis of the audit report. The certificate is issued if the following certification requirements are met:
- Documentation and implementation of the management system
- Certification agreement (confirmation of the certification offer, the certification regulations and the general terms and conditions)
- positive completion of the audit and thus a corresponding recommendation from your audit team to the certification body
A certificate is issued for a period of three years. In order to maintain the validity of the certificate for the entire term, it is necessary to carry out an annual surveillance audit (12 months and 24 months after the certificate has been issued) or to complete a positive audit.
7. Surveillance audits
During the annual surveillance audit, the effectiveness and further development of the management system are randomly checked. Surveillance audits are shorter in terms of audit scope and cover topics specified by accreditation bodies, focal points specified in the audit plan and address the deficiencies of the last audit.
8. Re-certification audit
This must be carried out before the certificate expires (usually after three years). In a re-certification audit (often also referred to as a repeat audit), all requirements are randomly checked in the same way as in a certification audit. The time and effort involved in this repeat certification procedure is reduced compared to an initial certification procedure (approx. 2/3 of the audit time of an initial certification procedure).
After a positive certification decision, a new certificate with a validity of three years is issued.
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