Success Story / TÜg GmbH / Order processing and audit process

Technische Überwachungsgemeinschaft - Setting a good example

Before founding the Technische Überwachungsgemeinschaft TÜg GmbH in 1997, the founders of the company were already doing business in the field of technical inspection and certification of management systems for a long time, allowing them to gain vast experience. Today, the company operates based on the international standard ISO 17021 and is examined by the accreditation society GAZ.

The TÜg GmbH is active in the fields of certification of management systems, technical monitoring concerning environmental law as well as monitoring and inspection services in the safety and environment sectors. Therefore, the TÜg provides an excellent foundation for conducting inspections, monitoring tasks, evaluations and certifications in accordance with rules and regulations.

A fresh breeze blowing through TÜg

In 2007, a new shareholder joined TÜg. Mr. Lindenberg realized that maintaining error-free process flows and keeping track of all active projects causes enormous administrative effort. Missing documents were stopping the process flow and increased the throughput times.

 

 

„JobRouter® lightens your workload perfectly.“

Quote: Dipl.-Ing. Martin Lindenberg, Managing Director TÜg GmbH

 

Quality improvement in process flows

TÜg has a completely decentralized organization, which makes the communication between all the offices spread over Germany more difficult. Furthermore, most of the time, the employees are in the field at their client's site to perform the audits. In order to be able to inform the client as fast as possible about the result, the focus was placed amongst others on shortening the throughput times of the project handling. A requirement for this is a high process quality that limits the number of errors to a minimum. At the same time, this aspect plays a relevant role in evaluating the service quality. As TÜg is a certification company, quality has to be expected in all departments to achieve long-term success.

Success Story / TÜg GmbH / Order processing and audit process

To meet those requirements, TÜg chose in 2010 a system they could perfectly tie to their already existing archive system DocuWare: the Workflow Management System JobRouter®.

Process analysis with lasting results

During a two-day workshop, all processes were precisely analyzed and depicted in a flow chart. Necessary process steps were identified and summarized. Some previous assumptions were proven wrong as well during this workshop. For example, it was detected that there is not only one appointment per client, but an average of 15 appointments per year and they all have to be monitored. With 400 customers, this results in 6000 appointments for TÜg to coordinate and monitor. The visualization made dependencies and responsibilities clear. At the same time, the places where information has to be entered where defined. With this, the fundamental work required to implement JobRouter® was already complete.

After introducing JobRouter®

Since JobRouter® was introduced, Mr. Lindenberg experiences a relief in multiple areas. Thanks to JobRouter®, not only the administrative effort was reduced greatly, but also a high percentage of sources of errors could be eliminated.

Quality Management

Audit-proof processing
The documentation allows retracing all projects and orders up to their smallest steps, while at the same time storing all documents audit-proof and immediately locatable. This not only improves the internal processes and makes the customers more satisfied, it also plays an important part of presenting the company's neutrality and quality during the yearly audit the TÜg has to undergo. Even the neutral experts of TÜg are subject to stringent regulations and have to comply with appointment monitoring policies and ethical rules.

The correctness and integrity of the processes do not have to be verified manually. The escalation rules set in JobRouter® define fixed timespans for important steps during which an activity has to take place. Should this not be the case, an email will be automatically generated and forwarded to the director. This provides him with complete transparency and control over all projects, without much effort and from any location. This provides him with complete transparency and control over all projects, without much effort and from any location. 

Success Story / TÜg GmbH / Order processing and audit process

Thanks to the time monitoring, the throughput time from the assessment to the conclusion was reduced from up to three months to just three to four weeks. The company is not only operating more profitable, the customer satisfaction has also significantly improved.

The web-based interface allows accessing JobRouter® from any location. That way, after every audit, the auditors are able to enter all found facts directly into JobRouter®, which then directly forwards the information. JobRouter® is the good conscience that automatically takes care of complex control functions and serves as evidence at the same time. The introduced certification journal allows Mr. Lindenberg to see all rescheduled appointments, missed deadlines and the exact progress of every individual project. He is able to evaluate his employees at the end of the year, and can also use it to offer them an incentive scheme. Appropriate bonus payments can be paid out.

JobRouter® makes costly controls obsolete
JobRouter® is the good conscience that automatically takes care of complex control functions and serves as evidence at the same time. The introduced certification journal allows Mr. Lindenberg to see all rescheduled appointments, missed deadlines and the exact progress of every individual project. He is able to evaluate his employees at the end of the year, and can also use it to offer them an incentive scheme. Appropriate bonus payments can be paid out.

Advantages for management:

  1. Full control and transparency over all projects and process steps
  2. Time monitoring ensures deadlines of tasks are met
  3. JobRouter® serves as neutral and objective control system
  4. Shorter throughput times during the order processing and in the audit process
  5. Minimizing possible sources of errors and thus gaining higher process quality
  6. Higher customer satisfaction
  7. Reducing the costs and time needed for administrative efforts
  8. Access from any location due to a web-based interface
  9. Documentation and retracing of all activities
  10. Secure archiving and quick access to all documents
  11. JobRouter® as tool for employee evaluation
  12. Professionalization of the company

Advantages for the employees:

  1. Incentive scheme for increased performance
  2. Personal task manager
  3. Meeting deadlines
  4. Entering data possible from any location via the web
  5. Saves time
  6. Minimizing sources of errors
  7. Increase in work quality
Success Story / TÜg GmbH / Order processing and audit process

JobRouter® creates room for new ideas

Oil tanks are also subject to regular inspections. Here, however, the interval is longer and is around five years. Yet, as especially those large intervals bring less routine and experience with them, they increase the error risk. Therefore, transferring the tank inspection process to JobRouter® is currently being planned to ensure a flawless process flow.

Furthermore, JobRouter® can be used for general business considerations, such as a service expansion. The reduction in necessary administrative effort that is now handled by JobRouter® frees resources and capacities and makes them available for new profitable areas.

Projektdetails

Customer TÜg GmbH
Sector: Conformity assessment
Employees: Around 30, permanent and freelancer
Instances: ca. 35 per day
Database: MS SQL
Characteristics: Decentralized company organization
Business processes: Order processing, audit process
TÜg GmbH

Logo TÜg GmbH

TÜg GmbH is based in Freiburg and operates throughout Germany with three additional locations and around 30 employees. The TÜg GmbH is active in the fields of certification of management systems, technical monitoring concerning environmental law as well as monitoring and inspection services in the safety and environment sectors.

Therefore, the TÜg provides an excellent foundation for conducting inspections, monitoring tasks, evaluations and certifications in accordance with rules and regulations. Whether they are small, mid-sized or large, TÜg GmbH offers its services to companies of all sectors.

© JobRouter AG 2014 /130