Assessmentreport/Checklist: Systems: Qms Iso 9001 (2008) & Ems Iso 14001 (2004)

BRSM
Systems: QMS ISO 9001 (2008) & EMS ISO 14001 (2004)

AssessmentReport/Checklist
Form 009

CLIENT‐ORGANIZATION (NAME): SAIPA YADAK Authorized Dealer No. 2416 (Abbas
Hajari)
PHYSICAL LOCATION(s): Enghelab Blvd., Hamedan, Iran
Phase II Audit Date(s): 14 to 16 Aug 2015
Phase I Audit Date(s): 7 Aug 2015
NAICS (or NACE) CODE 45.11‐45.2
NAICS : North America Industry Classification System (if you operate within the EC you may use NACE)
ISO 9001 EXCLUSIONS: 7‐3

Assessment objectives: Attesting requirements of EMS and QMS
systems have been met in client’s management
system

ASSESSMENT TEAM INFORMATION
Assessment Team Leader, ATL Mohammad Javad Abgoon
Assessor 2
Assessor 3
Assessor 4
Assessor 5
Assessor 6

Note: Adjusting the language within this form to the type of activity and nature of the organization is acceptable.
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REFERENCE CRITERIA FOR GUIDANCE TO FOLLOW UPS – PLEASE WRITE ANNOTATION OR X TO INDICATE SPECIAL Verified,
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We pursuit to assure that client‐organization adheres to the protection of communities and consumers. This is to
1 follow the intent to the substitution of the word “identify” to the word “determine” as part of the importance to
the processes being capable of achieving desired outputs (including consumer’s well‐being).
Providing sales and after sales services of vehicles of SAIPA group including sales of vehicles
2 Scope of activities and spare parts and repair of vehicles
Design clause 7.3 has been excluded from ISO 9001
BRSM requires that the organization’s legal obligations and regulatory are
3 Legal status 
met as part of granting certification. The company is formal SAIPA agent
4 Integrate Quality and Environment Management System
The organization has identified its processes and started implementing 3
years ago.
General
Manual cover All the requirements of the environmental management
Requirements –
system and QMS
4.1 What is the 
Quality Manual QM4001/00 and all required procedure are Documented
implementation /
Process map FR8021is defined properly and it demonstrate Interactions
transition date?
between processes.
They don’t outsource any processes. Calibration is outsourced.
Policy and Quality objectives show that organizing is moving toward Client
satisfaction, repair‐shop efficiency and human resource promotion while
being environmental friendly.
Documentation
Quality Objectives FR8014
4.2 Requirements 
the plans to fulfill the objectives have been registered in Objective and
(includes records)
targets for EMS FR8015 and Project Progress Report FR8013 which is
measurable in time limit,
the procedures, work instructions and forms fulfill the system requirements
The Quality Manual QM4001/00 cover scope of QMS.Quality manual has
been approved by M.D
4.2.2 Quality Manual 
7‐3 is excluded
All main procedures and work instructions are referred in Manual
4.2. Control of
PR4001/00 established initially and in use since 3 years ago, it has divided 
Documents
documents to different types and explains the coding system, control,
disposition and retention as well as approval of documents and records
Records are usually kept for 5 years or otherwise required by SAIPA
company or authorities,
4.2.4 Control of Records The retention time is specified in quality records form FR4006/00 
4.3 Environmental planning
FORM‐009_V4_QMS‐EMS Issued: July 9, 2003 Revised: March 2013 Page 2 of 11
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PR4004/00 procedure recognizes the environmental aspects and
hazards, aspects are divided into 3 types, Abnormal – Emergency –
Is there a Normal the risks are prioritized by multiplying the occurrence x

procedure for detection x severity, and the result is categorized as non acceptable ,

identifying acceptable and threshold, in FR6038, the significant aspects recorded in

environmental FR6039, such as Oil spill, industrial solid waste such as cloths, plastics,

aspects relevant to and metals , electric consumption, the paint spray,

the activities, to curb these significant aspects the oil is collected in containers and if 
4.3.1
processes, any spills happen it is collected by staff immediately,

products, and
the waste are segregated and collected and delivered to municipality
services of the
and some of the parts referred back to Saipa Yadak
organization, et all

considering risk? for power consumption which is in threshold , a work instruction has
been used which includes a checklist to minimize any unnecessary power
consumption
IN6002/00 provides a frame work for achieving requirements from
authorities,
As the company is an agent of Saipa Company, usually the legal updates
Legal are provided by the main company to the agent in form of new working
4.3.2 Requirements and code. Such as seasonal sales in installments or promotions, or regulations 
Others by department of environment that the agents should have calibrated
devices for measuring the exhaust CO or CO2 output to adjust cars
engines to have their pollutions in range. The exhaust meter device in the
repair shop to measure co2 , co , Nox , Sox
4.4 Environmental implementation and operation
IN6002/00 provides a frame work also for communication, the internal
communication is mostly verbal but according to Repair diagram FR7013
Communication/ Each car accepted for repair and service are registered and run through
4.4.1 Internal the process with documenting the steps in reception paper 
communication External communications are mostly from Saipa company, letter dated in
March 2015 seen that was sent by Saipa to inform agent of the short
notice visit by Saipa auditor
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Operation Control PR4005

Provides frame work to control the operations to meet the policies
Procedures such as spill control IN6006/00, energy consumption control
IN6008/00, use of paper IN6003, and waste control IN6005 are among
the initiations the company has considered to curb the significant
environmental aspects
The MSDS of the materials kept and used in the repair shop are in place
Operational to consider the environmental aspects
4.4.2
Control The MSDS for ELF motor oil observed: Safety Data Sheet according to 
Regulation (EC) No. 1907/2006 (REACH)
Waste treatment methods: Dispose of in accordance with relevant local
regulations. Use only registered transporters. Do not discharge the
product into the environment. Additional information: Incinerate with
household refuse in a municipal solid waste incinerator plan.
The oil is normally collected and sold to clients in liaison with chemical
manufacturers.
The essential telephone numbers are in accessible places such as on the
boards in case of emergency,
Emergency1
The company has had an emergency preparedness drill in January 2015,
4.4.3 Preparedness and
usually there are 2 during the year, the last one was about major leakage 
Response of the oil storage room and to curb the consequences the company has
followed steps such as mixing the oil with sawdust and cleansing.
4.5 checking
The environmental controls are limited to environmental sound, as the
Dealership has no other discharge of smoke, water, effluents. So the
Environmental
measurement done by Avay Mohit Zist Ekbatan, the results were below
4.5.1 Monitoring and
85 db, in January, when all noisy machines were working 
Measurement The BOD and COD of the water of the sewage was measured , BOD
was 15 Milligram per litter, and COD was 30 milligram
Evaluation and The company complies with regulations, as the agent is involved only in
4.5.2
Compliance repair and service, as explained in previous section

5 Management responsibilities
The manger provided the telephone number to unsatisfied clients to
Management complain and also the client rights chart that is obliged by the industrial
5.1
Commitment ministry was available on the board, the manager has committed in

policy to increase customer satisfaction and as consequence the

1
Consider that in certain global regions other terms apply (e.g.contingency, accident)
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manager has provided resources for customers to sit in a waiting room
when it is cold in winter and warm in summers,
Customer Focus –
A client Mr. Hasan Bagheri had been unsatisfied regarding the service
5.2 (may relate to
provided by Dealership due to delay in the repair of his car, and the

7.2.1 and 8.2.1)
manager had order to proved a free engine wash for the client to
increase his satisfaction
Policy QP5001show that organizing is moving toward Client satisfaction,
Environmental and repair‐shop efficiency and human resource promotion while being
5.3
Quality Policy 
environmental friendly.
As example the objective FR8014 is to increase the efficiency of service
Planning
provided to clients, the steps are increase of average time intervals that
Quality/environme
5.4
ntal Objectives and client would refer for repair from 8 to 9 months, increase of sales by 5% 
targets and reduce of energy consumption by4% by end of 2015
5.5 Responsibility, Authority and Communication
The job descriptions are set by Saipa Yadak and it is documented in job
Responsibility and description booklet provided by Saipa,
5.5.1
Authority As example the technical supervisor of the repair shop was seen, his

duties were not limited to but included, supervising the repairs,
diagnosing the defect and guide staff to repair the cars
Management
5.5.2
Representative
Testing the cars after repair to make sure they are ok and safe, 
Activities regarding guaranty and warranty
5.6 Management Review
Last management review was conducted in January 6th, the
management review is conducted annually, and all inputs were
5.6.2 Review Inputs discussed and mentioned, such as data analysis, internal and external 
audit reports, and complaints and so on. The main output was to adapt
the system to new version of ISO 9001 AND 14001 AND TO KEEP THE
machines in good condition due to deflation in the car market the
5.6.3 Review Output Dealership would not be able to buy new equipment so the pm had to 
be considerably efficient.
6 Resource management
6.1 Refer to 6.2, 6.3, 7.4, 8.2.1
6.2 Human resources
The training plan is arranged both by Siapa and the agent, according to
PR6002 procedure, the training records for Mr. Athari for introduction
Competence, course in repairing of the heater of the Pride cars seen, the evaluation
6.2.1
6.2.2
Awareness and pointing method used after the course shows he has gained 3.27 and Mr. 
Training Hossen Hajari gained 4.7 in December 2014,
Other training course included the repair of AC OF l90 CARS in November
2014 for Mr. Athari with score of 10.16
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Preventive Maintenance PR6001 provides frame work to keep machines

working suitably to the job, records of maintenance of the 4 pillar
hydraulic jack No. 2 observed, the hoses of the Hydraulic oil was visually
checked and the records were kept, this action is taken every 6 months,
6.3 Infrastructure 
The nuzzle(needle tip) of the paint spray was changed in February 2015,
The records of the replacement was recorded in ID Cart of machines
FR6011
All PPE needed for the job such as safety glasses, ear plugs and safety hats
were in place, the instructions by Saipa requires agents to meet safety
precautions, the light , fans to ventilate air and floor with drainages to
6.4 Work Environment 
move liquids and are suitable for the job,
The paint shop is a closed room to prevent any powder exiting from it to
open air and the filter was changed 2 months prior to assessment.
7 Product Realization
All resources for the service provided are in place, such as the
instructions for repair and service and change of parts, as well as
the instruction for tests, staff have been trained for the scope of
Planning of
activities, the handbooks of the cars are available, for Pride, L90,
7.1 Product 
Xantia, Rio Tiba, Nissan and other products of the Saipa
Realization
The planning starts from reception, by considering the occupation
of the repair-shop and the type of service asked by client and
priority of customers to whom the service is provided
7.2 Customer related processes
When a customer approaches the Dealership it all starts from

Determination of reception, the priority is to deliver services for guaranty services to
Requirements such customers and then warranty and repairs, so the reception
7.2.1 
Related to the accepts or declines the customer. reception Reviews Repair Shop
Product Capacity records by FR7011
Then the requested services/repairs are recorded in reception form,
then the form is given to technical supervisor , the supervisor
reviews the form and checks the car, and orders the requested
services to staff involved, in Feasibility review FR7012 Reception PR7006
Records of reception form of Nissan Diesel Reception Number 93-
Review of
Requirements
3879 for defect in Gearbox observed, with Plate Number 71‫س‬615
7.2.2 referred at the day of assessment. AR
Related to the
Product On nonconformity observed , one of the wheels of the Nissan had
missing cap and there was a crack in wind shield, while on the
reception from the condition that the car was received by agent was
not specified accurately, which means the supervisor did not review
the form and the car.
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Customer communication is routinely through information board

on the wall, the secretaries over the reception desk, and the
technical supervisor in face to face communication to understand
and detect defects, and through telephone calls
The complaints from the clients are through Saipa system, the
Customer complaints are referred to Dealership by Saipa through portal
7.2.3
Communication system, and the actions need to be taken or explanation needs to be

given,
There have been 5 Complaints , all regarding lack of spare parts,
which is not exactly the problem originated by agent but by Saipa
mother company that could not supply the agent although the agent
had asked several times for spare parts
7.3 Design and Development
Design and
7.3.1 Development excluded
Planning
7.3.2 D & D Inputs excluded
7.3.3 D & D Outputs excluded
7.3.4 D & D Reviewing excluded
7.3.5 Verification
Control of (D & D)
7.3.6 excluded
Changes
Control of (D & D)
7.3.7 excluded
Changes
7.4 Purchasing
spare parts are only purchased from Saipa Yadak as the sole supplier of
structures allowed by Saipa Gostar and according to rules of the
7.4.1 Purchasing Process agencies by mother company Saipa the agents have no right to buy parts 
from free market suppliers, Saipa is committed to supply the spare parts.
The purchase is done according to the list of authorized suppliers
When a device/tool is needed to be purchased the request is given in
purchase request form FR7004 by technical supervisor to manager, the
Purchasing
7.4.2
Information
manager reviews the request and asks for options available in the market 
then asks the supervisor to select and review the information and then lets
the accounting to allocate the financial resources.
The sample of purchase for Torque Meters were observed in request form
2391, by technical manager and results for Acceptance criteria for
purchased tools recorded in FR7005
Verification of
7.4.3
Purchases For example, buy Engine Oil is purchased from Behran, Total Rakhsh and 
that both companies are rated A. Assessment Seka calibration points A
and ratings 80% was observed.
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7.5 Production and Service Provision
According to Repair Procedure PR7004 the supervisor orders the
repairmen what to do with cars for repairs, then checks the work of
repairmen in the middle and at the end of job , if needed to check
something by the book supervisor refers to the OD101 to OD117
Control of instructions for repairing of vehicles which
7.5.1 Production and As example there was a L90 Renault car had a problem in fuel injection 
Service Provision parts, brand “Bocsh”, so the supervisor referred the booklet No. OD111
Bocsh Injection handbook, to check the detail procedure.
After completing the repair the supervisor controls the procedure and
records the result in Controlling parameters FR7010 according to
Release Procedure PR7005
according to the IN7004 Instruction , Special process includes Body,
Validation of
welding and painting, to control the painting process the operator is
Processes for
7.5.2
Production and
trained by Saipa Yadak, the condition is in control such as particles in 
the room, temperature, to monitor the process to reach to desirable
Service Provision
results
In Reception form the Plate number of each car is recorded as of Nissan
Repair Procedure
Diesel Reception Number 93-3879 for defect in Gearbox observed,
PR7004
Identification and with Plate Number, if any part is separated from the car the parts
7.5.3
Traceability are put in shelves that the repair person knows it belongs to which AR
car, there is a nonconformity that the repair person who separates
the parts did not labeled the shelf that parts were put inside, and for
big parts they were just put aside in the workshop, according to
Repair Procedure PR7004 the parts deed to be labeled. These are also
customer property so the company needs to control them.
7.5.4 Customer Property The company puts covers on seats to protect them from being soiled and 
dirty and also installs covers on fenders to protect them from scratches
and the clothes by workers have no metallic objects such as zips on the
packets to prevent scratches on car bodies to protect customer properties.
All parts are controlled before entering to warehouse controls includes the
appearance of package and physical damage if any during shipment.
Transmission part requested for the Nissan accepted for repair in the day
of assessment observed, number of the part was 2610601 , inventory had
Preservation of
7.5.5
Product
3spare parts of this type of transmission, and the order point is one, 
because it is not highly in demand and it is expensive part,
All heavy parts are in bottom shelves and light ones at the top, the control
system is connected by internet to Siapa Gostar and any requests to
purchase is sent in portal to saipa Gostar .
Calibration certificates for calipers, micrometers, dial gage charger was
Control of cooler and millimeters was controlled .Calibration of measuring
7.6 Monitoring and equipment is valid until the end of March 2016. 
Measuring Devices
Calibration company SEKA is accredited for ISO 17025 by NACI
8 Measurement, Analysis and Improvement
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8.2 Monitoring and Measuring
Customer satisfaction is through direct questionnaires Feedback From
Customer according to Customers PR8005 procedure and the feedback from Saipa
8.2.1
Satisfaction Yadak for complaints from service, the Dealership is in Grade B now and

the customer satisfaction is at 84%,
The last internal audit was conducted on in January 12th
Qualification of external Internal auditor was confirmed. The audit team
has been a consultant (Mr. Azizinasab) experienced with internal audits.
4 nonconformity were raised during The audit that the corrective
measures had been considered to meet them
8.2.2 Internal Audits
For instance of the use of pyramids put on each car inside the repair

shop and lack of using seat covers for automobiles,
The corrective action taken was to control these items by supervisor and
to explain the importance to staff, and the result was effective, at the
day of assessment there were no such issue.
Monitoring and All processes were monitored and controlled against the indicators, such
8.2.3 Measurement as repair process, the indicator is average time spent for each car, which 
Process was 130 Minutes, and the process factual results were 112 Minutes,
After completing the repair the supervisor controls the procedure and
records the result in Controlling parameters FR7010 according to
Release Procedure PR7005, for instance for the Nissan Transmission, the
supervisor control the power of the Clutch (changed) and the
Monitoring and
transmission performance by testing it on the conveyor, and checked
8.2.4 Measurement of
each gear shift, the sound and vibration of the gearbox, and recorded

Product
comments in reception form, and signed it that the car could be released
and the owner could be called to pick the car from the dealership, after
repair is finished the pyramid on the car is replaced by green one which
means the car is finished and ready to be released.
The nonconforming product has been defined in PR8001/00 procedure as
services that do not meet customer requests, such as a car that has been
repaired but the problem still exists, and the customer returns back after
very short time less than one week,
One non conforming product as sample in the month of assessment was
That, a Hydraulic valve of steering suspension of a Renault L90 was
replaced with new one due to leakage of oil, and the problem was
Control of Non
because of old valve which was losing oil, the supervisor had detected
8.3 Conforming
the valve had to be changed, and the procedure has been completed

Product
and it was replaced, after 3 days the customer returns back to dealership
complaining about the leakage of the oil, and then the car is examined
again and they found that the valve hoses had not been installed
properly and then the problem is resolved and the car is washed for free,
to make the client satisfied,
The corrective action was to train the repair person in fastening the
hoses and hydraulic parts,
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The data analysis included all data from complaints, processes, customer
8.4 Analysis of Data feedback, Saipa yadak inputs and the market trends, according to Data 

analysis, corrective and preventive actions PR8003 procedure
8.5 Improvement
To commit to continual improvement the company has established
Continual
8.5.1
Improvement
project progress from Project Progress Report FR8013 to follow the 
activities in line with objectives
As in case for non conforming service , The corrective action was to train
the repair person in fastening the hoses and hydraulic parts,
The corrective action taken after internal audit for not using the proper
8.5.2 Corrective Action
pyramids and covers for seats was to control these items by supervisor

and to explain the importance to staff, and the result was effective, at
the day of assessment there were no such issue.
To cover the seats properly to prevent any damage to the seats when
8.5.3 Preventive Action repair staff sit behind the wheel to test the car or to move the car in the 
workshop.

FORM‐009_V4_QMS‐EMS Issued: July 9, 2003 Revised: March 2013 Page 10 of
11
By exception we indicate the specific Strengths and weakness of the organization in light of the management system of the management system, as we
perceive and seen through processes in reference to requirements of the criteria being ascribed as these apply and relate to the assessment plan and
planning of the assessment. This aspect relates to AVA™ as it does to the protection of consumers in the client-organization’s role within their respective
supply – chain.
Disclaimers: (1) herein, we reiterate that any suggestion or opinion that the assessment team expresses does not construe to be a contractual
requirement. (2) The degree of certainty in conclusions increases by the competence of the assessment team as well as the attestation within the
assessment protocol, values, mission and vision under which we operate for the protection of consumers, still remains a certain level of uncertainty.
Strength Weakness
Communication with customers
5s in keeping parts separated from cars
Waiting room for customers

action Request Type I Form-008 – as we indicate and that each of the RA addresses the basic four (4) questions
as seen in Form-008:
action Request Type II Form-008 – as we indicate and that each of the ARaddresses the basic four (4) questions
as seen in Form-008:
1-the condition that the car was received by agent was not specified accurately (Broken wind shield-missing hubcap)
separated parts had no method of identification in the shelf that parts were put inside, and for big parts they
2-
were just put aside in the workshop
Observation Form-018 – with uniquely specific identification:
ATL: M.J.Abgoon DATE: 17 Aug 2015
END of REPORT
FORM-009 – MS Reporting,
FORM-014 – Opening Meeting Checklist
FORM-008 – RA / AR, as requires
FORM-017 – Closing Meeting Checklist
FORM-018 – OBS, as requires
FORM-005 – Participants of opening & closing meetings
FORM-010 – As requires, recommendation for CoR
FORM-004 – Assessment Plan
FORM-026 – Assessment documents check-sheet,
FORM-007 – Planning onto -004, as process determined
for guidance purpose

Assessmentreport/Checklist: Systems: Qms Iso 9001 (2008) & Ems Iso 14001 (2004)

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Assessmentreport/Checklist: Systems: Qms Iso 9001 (2008) & Ems Iso 14001 (2004)

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Operation Control PR4005

Preventive Maintenance PR6001 provides frame work to keep machines

When a customer approaches the Dealership it all starts from

Customer communication is routinely through information board

Observation Form-018 – with uniquely specific identification:

ATL: M.J.Abgoon DATE: 17 Aug 2015

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