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DQS GmbH Deutsche Gesellschaft zur Zertifizierung von Managementsystemen August-Schanz-Straße 21, 60433 Frankfurt a. M., Germany

REPORT

RECERTIFICATION AUDIT

ISO 9001:2008

PROING-PLUS DOO AUTOPUT ZA ZAGREB BB 11070 BELGRADE SERBIA

AUDIT DATE FROM: 31-Οκτ-2016 TO 31-OCT-2016 REF NO. 449421

+2016 PROING PLUS 750E4_A-REPORT.DOC All aspects of the audit are considered confidential 2015-11-26 2 /14

1 Certification recommendation

Thank you for your trustful cooperation during our recent audit of your organization. This report details the audit results including strengths, opportunities, and weaknesses. These results were presented to your management at the closing meeting of the audit. You can use these results to improve the effectiveness of your management system. We look forward to continuing our partnership towards sustainable business success.

In reference to ISO 9001:2008, the audit team recommends to DQS:

Issuance of the certificate

Issuance of the certificate as soon as implementation of corrective actions has been demonstrated

Maintenance of the certificate

Maintenance of the certificate as soon as implementation of corrective actions has been demonstrated

Not applicable, due to extraordinary type of report

Please remember to notify DQS about any significant change to your management system at your earliest convenience. Together we will then coordinate appropriate measures to maintain your current certification.


2 The Management System

2.1 Evaluation

DQS Assessments apply the Plan – Do – Check – Act, or the PDCA cycle approach. It can be applied to individual processes, a system or a managed organization.

Plan: Activities are planned objectives, processes and resources

Do: The plan is implemented.

Check: Results are compared with objectives and expectations.

Act: Necessary improvements and change are defined and planned (see Step 1. “Plan“).

In summary we have evaluated your management system as follows:

2.2 PLAN: The management system and objectives

Proing-Plus is the company established on 2008, since 2011 the company has started working in current scope, providing logistic services in scope of forwarding and transport brokerage.

Proing-Plus is in the 4th year of implementation of QMS.

The company has 8 employees.

In comparison to the last year, the company has opened new branch in Subotica (July 2016) with 2 employees, with intention to be more efficient and fast for customers coming from north borders. The Belgrade office has been relocated to new location, which enables improvement of effectiveness and efficiency of processes, especially in terms of external communication with stakeholders.

The company is curently in consideration about partnership with appropriate company who would support further development of the company.

Management representative is still Mr Borko Obućina, the owner and director of the company.

Documentation has slightly changed (Procedure for forwarding, PP-Š-101) in terms of including new form-Order for invoicing PP-Š-101.4). Other documents are reviewed and confirmed during management review meeting. Quality manual, PP-G-100, V2, from September 2014 is still in force.

Transfer to new ISO 9001 standard is planned for 2017.

There is updated List of documents (PP-G-300.1), from October 2016, with necessary data for documents control. The documentation is posted on server and it enables using valid documents only.

Quality Policy, PP-G-200, issued on May 2013, is fully in accordance to the standard requirements, suits to the company needs and it is good base for quality objectives. Quality policy is reviewed and confirmed during management review meeting.

The company stil has exclusions of 7.3 and 7.6 of ISO 9001 requirements. These exclusions have been explained, justified and don’t have negative influence on processes realization in the company.

The company remained defined proocesses and their owners.

The main process are:

Purchasing,

Brokerage,


Organization of transport,

Sales.

Outsource processes are: Cleaning of business premises, IT services, Postal services, Vehicles maintenance.

For the quality objectives, appropriate & sufficient reasources have been provided. Organigram (PP-O-100) has been confirmed and clearly defines structure and relations between the company units and functions.

Human resources are competent, educated, well trained, with solid experience. HR control has been accomplished according to procedure PP-O-300. Plan of training , PP-O-300.1 from January 2016, signed by General manager, includes all employees, types of trainings and Time-Schedule. Trainings covering 6 specific professional trainings and QMS. Special care is taken to trainings of new employee (example: Sanja Stankovic). Records from trainings (PP-O-300.2) showed realized activities, including evaluation of effectiveness. Direct interview of employees showed high level of QMS knowledge and good internal communication. Keeping evidences on trainings is significantly improved in comparison to the last year.

The company has been relocated to new facilities at new address. Facilities have enough space & appropriate infrastructure & position for more efficient external communication. IT structure is developed and appropriate. The company owns total 4 vehicles (1 old vehicle was sold and one new bought since last year); it fully satisfies the company needs.

Working environment is according to the company needs & specifications.

2.3 DO: Processes in operation

Relation between management processes, services realization processes and processes of measurement, analysis and improvements has been defined. The processes, processes owners and relations with standard requirements have been defined in Quality Manual. Processes effectiveness have been monitored by carefully established criteria at specified time periods.

Scheme of processes interaction (PP-O-200) is confirmed by general manager.

Internal communication for process realization is established and effective (Procedure PP-K-100). Various meetings have been accomplished in defined intervals, participants and topics. Notice boards, mobile and e-communication enable proper communication about important topics and timely spreading business information. External communication (PP-K-200) with government institutions, custom officers, customers & suppliers are according to relevant regulations, effective and without failure.

Realization of forwarding and transport brokerage services has been accomplished according to procedure PP-Š-100 and PP-T-100 and related working instructions.

Sales process was checked by new customer ATB Sever Subotica for brokerage services, signed on 01.07.2016. and procedure was found as according to the procedure. Total 20 customers with contracts have been founded in database. One customer complaint has been found for company S3 which is in procedure for solving.

Assurance for professional responsibility has been issued by Grassavoy, in amount of 100.000 EUR.

Purchasing process has been described in procedure PP-N-100 and relevant WI. The process was checked through evaluation of suppliers, PP-N-101 and Review of approved suppliers, PP-N-102, revised on 01.08.2016 (Example new supplier: Unitrag, Užice, transport company). Supplier of software (for forwarding process) Software design, Beograd, contract from 08.08.2016. when supplier is evaluated as very good (service quality, feedback, price, capacity, business communication).


Example of process: brokerage for company Tomex Catering Plus, Belgrade, customs, loading date 16.09.2016, CMR, transport of frozen meat. Customs operation 01.11.2016.

Organization of transport, announceent Intekom, 27.10.2016, E-027/16, from Belgium to Serbia, transporter: Transporm, Beograd.

Proces of Storage, example, compressors, Gorenje Tiki, 02.07.2016, 11134/SD/36581/2016, 6 collet, storage in own worehouse.

No nonconformities have been found from processes. Two preventive actions have been rised in terms of way of packaging of goods and way of writing of Invoices for EU.

Verification of auditing on all shifts

Name of production process

Executive shift

Audit cycle Initial- / Re-certification

audit

1. Surveillance

audit

2. Surveillance

audit

3. Surveillance

audit

4. Surveillance

audit

5. Surveillance

audit

Sales 1 1

Purchasing 1 1

Brokerage 1 1

Organization of transport

1 1

This example shows the following shift times: - Shift 1 (08:00 – 16:00 o'clock) Note: The certification body must take notes which production process was audited during which

shift in each audit during the 3-years audit cycle.

2.4 CHECK: Results and analysis

The quality objectives for 2016 have been set according to Procedure PP-M-100. They are measurable and achievable. The document PP-M-100-1, December 2015, defines responsible persons, deadlines for realization, path to achievement, way of control /checking, person for verification, planned / realized and index of realization.

Following objectives for 2016 were set:

Sales volume rising (15%/2015),

Transport orders (120)

Storage volume rising (1250 pallet spots)

Enforcement of ProIng Plus brand (min rate is 4)

Customer satisfaction (min 4,7/5).

The company pursues the objectives and monitors realization according to the procedure PP-M-100. Records on review and monitoring of quality objectives have been found in management review meeting minutes, with detail analyze and related flow charts PP-M-100.1. Records showed that some of objectives have not been realized (sales volume, transport orders). Realization of these obectives are directly related to further development and support, so action is transferred to new objectives related to paretnership. Some of objectives were achieved results above planned (customer satisfaction).


The company has already (October 2016) defined quality objectives for 2017:

Sales volume rising (20%/2015),

Transport orders (120)

Storage volume rising (additional 1250 pallet spots)

Enforcement of ProIng Plus brand (min rate is 4)

Strategic partnership contract for further companys development.

The company regularly monitors customer satisfaction (customer feedback). Questionnaire (PP-M-601) has been dispatched to 10 customers, taking into account importance of the customers. Questions were related to: quality of services, feedback to the customers, time for response, prices, information availability, complaints handling, relation to file manager, invoices correctness, constant improvement of services and general satisfaction. Average price based on received feedbacks is 4,8.

Internal audits (PP-M-500) have been planned (PP-M-500.1). The internal audit was scheduled for September 2016, and accomplished on 26th September. All processes were audited, by the team of consultant and trained internal auditors. The report (PP-M-500.3) was issued on 27th September. During the audit it was found 1 minor nonconformity and one potential nonconformity. Based on foundings, one corrective action (Organization of Transport) and one preventive action have been rised. Actions had been realized according to schedule.

Management review meeting (PP-M-200.1) was realized on 03.10.2016. The comprehensive analysis of input elements (according to the standard requirements) was done. The greatest attention was drawn to objectives (analyses and indices of their realization).

Output elements were set as list of five actions, with deadlines and responsible persons. Top management invested a lot of efforts and knowledge in the review and analysis of system effectiveness, giving to the auditors trust in further QMS improvements.

2.5 ACT: Improvements

• Description and evaluation with regard to: - Corrective actions for recognized mistakes and customer complaints - Continuous improvement process with revision and prevention measures

The company carefully controls corrective and preventive actions, the customer complaints and data about all nonconformities that have happened. There is Register of CA&PA (PP-M-302) for easier monitoring and control.

Total 3 preventive actions and 1 corrective action have been initiated, raised, and only one preventive action has not been closed yet (but it is still in time schedule). Control of CA&PA is effective and the company uses them for further system improvements.

2.6 Additional strengths and improvement potential

Listing of strengths, as presented in the closing meeting Leadeship

Management of objectives

Management of human resources

Customer focus


Listing of improvement potential, as presented in the closing meeting Consider making list of potential threats and risks in terms of organization of transport

Implementation of ISO 9001:2015

Consider form of managements review to be more simple for easier handling and following

Consider other way of organization of suppliers ans customers general electronic file


2.7 DQS Best

• Below is a detailed evaluation of the maturity of your management system on a scale of 1 to 10.

This detailed analysis was not applied, because the

organisation did not yet participate in DQS Best.

Upon request, the next audit can include this analysis, including

important DQS Best information.


3 Audit results

ISO 9001:2008

Current scope of registration: Providing logistic services in scope of forwarding and transport brokerage

The top level Management System manual and related management system documentation were reviewed and found to conform to all applicable standard requirements for documentation.

Current revision of manual: Quality manual, PP-G-100, V2, from September 2014

Yes No

Remarks: Reviewed during management review meeting

The management system is effective and fulfils the requirements:

Yes

Only partly – see corrective action plans

No – see corrective action plans

Number of findings: Major nonconformities: 0

Minor nonconformities: 0

On site verification of nonconformities needed via follow-up / special audits:

Yes No

The agreed corrective actions of the previous audits are

Effectively implemented

Not effectively implemented

Remarks:

This appraisal is not applicable.

The current registration certificate was reviewed and found to be accurate.

expiration date: 03.11.2016

Yes No

Remarks:

The Registered Firm Mark & Accreditation Body Marks are being used appropriately.

Yes No

Remarks: Checked invoices, marketing materials, web site. Using certificates and DQS certification marks are according to DQS procedures.

The overall system performance for the past certification cycle demonstrates the continued effectiveness of the system. (two criteria for evaluation)

Yes, management review records indicate achievement of established objectives and continuous improvement.

Yes, trends of corrective action records indicate effectiveness and continuous improvement.

No, see remarks and corrective action plan

Remarks:

Internal audits and corrective action records show continued conformance of the management system to selected standards.

Yes No, see remarks

Remarks:

In the past certification period, similar findings were identified repeatedly.

Yes, see remarks No

Remarks:


In the past certification period, the certification was placed under probation or suspension or special audits were performed to address deficiencies.

Yes, see remarks No

Remarks:


4 Order and audit process data

4.1 Order data

Name of the company: PROING-PLUS DOO

Main address: autoput za zagreb bb 11070 Belgrade Serbia

Ref. No.: 449421

Order number:

Date of audit: 31-Οκτ-2016 to 31-oct-2016

Total number of person-days (PD): 1,0

Date of system analysis: (if applicable) to

SIC / IAF / EA / NACE Code: (Primary) 35

SIC / IAF / EA / NACE: (Secondary, as applicable)

31

Exclusions, if applicable None -7.3; 7.6 (please specify)

Number of employees currently covered by registration at main site:

8

4.2 Management and contact persons

Top Manager at site: Borko Obućina

Telephone: +381 65 8011181

E-mail: [email protected]

Management Representative: Borko Obućina

Telephone: +381 65 8011181


Audit Team Leader: Dragana Radenkovic

Telephone: +381 64 175 35 80


Additional Auditor: Tatjana Spaic

Telephone: +381 63 374410


Customer Service of DQS: Dragana Radenkovic

Telephone: +381 64 175 35 80



4.3 Audit data

Audited sites and sampling basis

Site: Autoput za Zagreb bb, 11070 Belgrade, Serbia Ref. No.: 449421 Shifts: 1

Main business/processes at location, please specify:sales, purchasing, brokerage, organisation of transport

Actual Number interviewed In % Executive managers 2 2 100

Other employees 6 4 67

Total 8 6 75

Remote Locations and Additional Sites:

No additional sites or remote locations are currently covered by this certification.

Date Agenda sent to Client: 24-okt-2016

Audit sequence: The Audit Plan was maintained

The Audit Plan was altered as follows:

Closing meeting: A closing meeting was performed with the organization’s management. Audit results were presented, explained and, where necessary, discussed. Findings and corrective action plans were agreed upon with the respective managers, as necessary.


5 Next steps

5.1 Activities of the customer

Corrective actions: Corrective actions not necessary

Corrective actions will be implemented and reviewed for effectiveness as agreed by

Opportunities for Improvement: Identified improvement potential will be evaluated internally and incorporated into the continual improvement process if deemed beneficial.

Nonconformities, identified during an audit, shall be closed with evidence of effectiveness within defined time lines. Otherwise, certificates may be put on hold or be withdrawn.

5.2 Activities of DQS

Type of next audit: Surveillance audit

Recertification audit

Special audit

Next audit data: (non-binding estimate of person days)

Planned date for next audit: October 2017 (week or month, if appropriate)

For 1 person-day(s)

By 1 auditor(s)

Main emphasis will be on the following subjects:

implementation of ISO 9001:2015

Customer requests: Information on

Quotation for

Telephone call from Customer Service Representative

Additional remarks:

5.3 Identified need for change

Basic data changed? Yes No


6 Additional documents

Findings with corrective action plan (the customer at the end of the audit supplied by the Auditor)

Number: 0

For internal use only:

Basic data Number:

Basic data –standards [if appropriate] Number:

Auditor notes / Audit record Number: 2

Further specific documents for standards [if appropriate for Medical, Automotive...]

List(s) of participants - closing meeting Number: 1

Reviewed draft certificate(s) [if appropriate] Number: 2

Others

Report prepared on 03/11/2016 Lead Auditor: Dragana Radenkovic Standard: ISO 9001:2008

For integrated audits Co-Auditor: Tatjana Spaic Standard: ISO 9001:2008

04/11/2016 Panagiotis Giannoutsos

Date Technical review on behalf of DQS

Confidentiality The contents of this report and all information received in association with the audit of the subject company will be maintained in the strictest confidence by the members of the audit team and by DQS, in accordance with prior agreements.

Distribution DQS PROING-PLUS DOO

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