TÜV-certified in the bicycle industry: The ZEG quality workshop
The ZEG Quality Workshop is an important seal of approval in the bicycle industry. In times of increasingly complex bike and e-bike technology, our TÜV-certified member companies offer customers the highest level of safety and reliability.
This is particularly important in an increasingly complex world of bicycles. When it comes to leasing, you want to know that you are in good hands. Thanks to professionalised processes and a strong customer focus, the quality workshop helps to give our customers exactly that feeling.
The guidelines of the ZEG Quality Workshop:
Philosophy
Bicycles are not only our field of work, they are our passion. The satisfaction of each individual customer is the measure of our success. In order to meet this standard on a permanent basis, our workshop operates on the basis of a certified quality management system that is monitored by an independent testing institute.
With the ZEG Quality Workshop rating, we are also committed to adhering to the following principles:
Our specialist staff offer the best possible service and optimal advice at all times. To this end, our employees are trained at the ZEG Academy. Through continuous further training, we guarantee up-to-date expertise and services of the highest standard. As experts in every type of bicycle and component, we are able to help our customers quickly and competently with all bicycle-related problems.
Fair prices based on labour value tables, written cost estimates and clear invoices are a matter of course for us. Before accepting a repair, we always carry out an initial diagnosis, during which defects, possible solutions and costs are discussed in detail with the customer. Our customers are informed in advance of any additional work that may be required. This enables us to achieve maximum transparency and provide optimal service.
As a ZEG quality workshop, we are committed to sustainable working practices. We therefore try to avoid the use of environmentally harmful operating materials and unnecessary packaging wherever possible, and only work with certified waste disposal companies for recycling. Packaging for products purchased from us can be returned to our shop at any time.
THE BASIS FOR CERTIFICATION IN ACCORDANCE WITH THE TN STANDARD A75-S016
Customer survey with at least 100 responses per year and workshop with an average overall satisfaction rating of at least 2.2.
1 = very satisfied; 5 = completely dissatisfied.
The evaluation is carried out by TÜV Nord Cert.
The mystery test is passed if at least 91/110 points are achieved, with safety-related, StVZO-related and performance-related errors weighted accordingly:
- Safety-related errors not found = -20 points
- StVZO-related errors not found = -10 points
- Performance-related errors not found = -5 points
The TÜV audit is passed if at least 75% of the requirements are met in all 7 categories.
1. Appearance/impression/communication
2. Range of services
3. Operational organisation, etc.
- Quality assurance measures for new bike assembly, the workshop, the dialogue acceptance process and information processing
- Competencies and responsibilities
- Occupational health and safety and environmental protection
4. Personnel
5. Equipment
6. Handling complaints
7. Internal audit, continuous improvement & customer satisfaction
The certificate is only awarded to those who have passed all three parts. In order to maintain the certificate, ongoing customer surveys and the passing of random mystery tests and TÜV surveillance audits at least once every three years are required.
