Quality Standards
IG Infrared members are audited according to defined quality standards.
These quality standards are aimed at products and production as well as members’ sales and marketing activities.
Overview.
Members
- offer a 5-year warranty on heating systems’ basic functions
- have technically adept sales organisations
- run their own marketing activities
- have a technical customer service function
Products
- of the members are tested and certified according to agreed criteria of the members
- are 100% produced in the European Economic Area (EEA) or in Switzerland
IG Infrared Quality Standards
1. Certification of Products and Components.
Members must certificate or register the majority of their products with a recognised, independent testing institute (TÜV, ÖVE, VDE or equivalent) in accordance with EN 60335-1 and EN 60335-2-30 as well as EMC, RoHS and WEEE. Inspection records and confirmation of registration must be provided on request.
2. Certification of Product Properties.
Members must have their product properties certified according to a defined test procedure (for basis, see draft standard VDE 60675: AK 513.4.8) - this includes testing methods for proportion of radiation.
3. Standardised Product Range, Including Guarantees.
Members must tailor their range of products to comply with general standards for infrared, electrical and panel heating systems. Heating systems’ basic functions must be guaranteed for at least 5 years.
4. Key Components.
The heating medium's key components (responsible for efficient emission) must be 100% manufactured in the European Economic Area (EEA) or in Switzerland.
5. Production Site in the European Economic Area (EEA) or Switzerland.
Members’ production sites must be located within the European Economic Area (EEA) or Switzerland and must generate > 75% of their value in the European Economic Area (EEA) or Switzerland. In-house or external monitoring must also be conducted.
5.1 Production Facility Inspection Options.
Members must facilitate inspection of their own and/or outsourced production facilities (this also applies to external production partners) upon prior request. Requests must be made at least 4 working days in advance. Each member is permitted to withhold sensitive parts of their production facilities from management. A briefing with the company's health & safety representative must be arranged in order to ensure visitors’ safety.
6. In-house Research & Development.
Members must have an organisational R&D department within their company infrastructure.
7. Recycling.
Members must guarantee a certified system for provision and performance of old equipment and materials and packaging.
8. EU Environmental Directives.
Members undertake to comply with EU environmental directives (standard) e.g. RoHS.
9. Technical Support, Including Technical Documentation.
Members must have a technical customer service function. Customer and technical service must be guaranteed on working days. All members must guarantee customer support by means of services for appropriate planning (data, software, etc.).
10. Complaints Processing.
Members must have a structured and transparent procedure for complaints processing within Europe, with defined response times, including documentation. From an organisational perspective, there must be clarity on who is responsible for what. This position must also be staffed on a permanent basis. Customers must receive a response within 3 working days. Reception and processing of the complaint is documented in full.
11. Installation and Operating Instructions.
Technical documentation must be made available. Members must provide installation instructions and processing guidelines, including “hints” on assembly and recommendations on installation and product combinations. Members must provide operating instructions and other typical documents used in the industry, which conform to the standard.
12. In-house Marketing.
Members must have their own marketing functions and must not adopt third-party materials as their own. Such materials include images and documents on the company as well as on products, internet presence, etc. Members must have their own branding policy. Products, advertising materials, packaging etc. must be identifiable by the company logo and/or name. Editorial on products and services must be transparent, consistent, and scientific and must reflect the truth.
13. Web Presence.
Members must have a web presence with service functions (FAQ) and clearly-defined 1st, 2nd and 3rd level support. Technical data and operating instructions must also be made available to download.
14. Professionally-Trained Sales Organisation.
Members must have a technically adept sales organisation, including professionally-trained field sales representatives. Product training must be offered proactively and in a structured way.
15. Distribution Through Wholesale Or Specialist Trade Or Qualified Partners.
Members must distribute their products through specialist trade and/or qualified partners. As a rule, billing must not be passed on to the end customer. Consultation, installation and assembly may be performed by qualified, specialist personnel only.
16. Legal Venue in the EU Area.
17. Participation In Quarterly Meetings.
Members undertake to actively participate in quarterly meetings. If this is not possible, either a suitable substitute is provided, or important topics are discussed in advance. The Board of Management must be informed in all such cases.
18. Violations.
Members must provide information on other label holders, where applicable, particularly any violations of the association's guidelines that may constitute grounds for expulsion.
19. Improvement Process.
Members must actively co-operate with a continuous quality label improvement process (structural, qualitative, operative).