1. 543662-TEMPUS-1-2013-1-ME-TEMPUS-JPHES “IMPROVEMENT OF PARTNERSHIP WITH ENTERPISES BY ENHENCEMENT OF A REGIONAL QUALITY MANAGEMENT POTENTIALS IN WBC” 543662-TEMPUS-1-2013-1- ME-TEMPUS-JPHES DEV1 - Analysis and model definition for QMS enhancement 1.3 WBC regional enterprises’ and customers’ needs from the aspect of QMS

2. Content  Statistical data of the MS in enterprises  Analysis of enterprises’ needs from the aspect of QMS  Analysis of customers’ needs from the aspect of QMS

3. Statistical data of the MS in enterprises  Evolution of ISO certificates in Serbia Figure 1 – Statistical data of MS certifications for 2013 in Serbia

4. Evolution of ISO certificates in Serbia Figure 2 – Evolution of ISO 9001 certificates in Serbia Figure 3 – Evolution of ISO 14001 certificates in Serbia

5. Evolution of ISO certificates in Serbia Figure 4 – Evolution of ISO 13485 certificates in Serbia Figure 5 – Evolution of ISO 22000 certificates in Serbia

6. Evolution of ISO certificates in Serbia Figure 6 – Evolution of ISO 50001 certificates in Serbia Figure 7 – Evolution of ISO/IEC 27001 certificates in Serbia

7. Evolution of ISO certificates in Serbia Figure 8 – Evolution of ISO/TS 16949 certificates in Serbia The results reveal healthy growth for all certifications to ISO management systems, with all seven standards showing an increase. Of particular note is the significant jump in the food safety (ISO 22000).

8. The number of certificated enterprises in Serbia standard2006200720082009201020112012 90011551198720912733179032283066 1400184149176298318573817 22000 21726116145172 27001 38925 50001 2 169495610 111518 13485791011303247

9. The number of withdrawn certificates Standard 200620072008200920102011 9001429871362134180 14001161045921 22000 1 1015 27001 1 50001 / 16949 3 13485 2 111

10. The number of certificated enterprises according to economic sectors (1) ECONOMIC SECTORISO 9001ISO 14001ISO/IEC 27001 Agriculture, fishery, forestry1640 Mining and quarrying28160 Food products, drinks and tobacco245510 Textiles and textile products36170 Leather and leather products600 Wood processing and wood products1960 Cellulose, paper and paper products2280 Publishing houses1620 Printing companies49110 Coal production and refined petroleum products1490 Nuclear fuel000 Chemicals, chemical products and fibers54270 Pharmacy41280 Rubber and plastics products97340 Non-metallic minerals32110 Concrete, cement, lime, mortar29180 Metal and metal products240531 Machines and equipment137380 Electrical and optical equipment142410 Shipbuilding400 Aviation100

11. The number of certificated enterprises according to economic sectors (2) ECONOMIC SECTORISO 9001ISO 14001ISO/IEC 27001 Other transport equipment3250 Unclassified production40130 Recycling7210 Electricity supply991 Gas supply200 Water supply1150 Building and Construction3481411 Wholesale and retail trade, repair of vehicles473960 Hotels and restaurants4420 Transportation and storage87231 Financial intermediation, real estates, rental610 Information Technology491016 Engineering services163531 Other services173501 Public administration3011 Education3860 Health and social work5260 Other social services39151 TOTAL283183124

12. Analysis of enterprises’ needs from the aspect of QMS  The training should be conceived:  to be compliant with European standards 27,4%  to provide the necessary knowledge for European Integration 20,6%  to enable the issuance of the certification 19,9%  that is competitive in comparison to other courses that are offered 12,3%  to include all of sectors 10,3%  to be massive 9,5%

13. Analysis of enterprises’ needs from the aspect of QMS  Type of education structure:  colleges and consultant organization 62,5%  internal training centers 25%  services of independent consultants 12,5%  Way of functioning:  lectures 31,25%  the special courses 25%  school quality 18,75%  independent learning 18,75%  seminars, conferences 6,25%

14. Analysis of enterprises’ needs from the aspect of QMS  The preferred form of educational structures  training organized by the University 40,5%  training in the organization 24,5%  training of the consulting organization 20%  vocational training by professional organizations 15%  The most appropriate training program and target group  combined cycle of training at the training center in the organization 46,4%  training in the organization 42,5%  training to acquire additional knowledge of professionals in the field of quality 11,1%

15. Analysis of enterprises’ needs from the aspect of QMS  The preferred profile lecturers  University teachers 29,8%  the professionals (consultants) 38%  European experts 32,2%  Which certificate should have a training center  EOQ 31,8%  Other on standards EU 26,3%  ISO 9001 21,1%  State 20,8%

16. Analysis of enterprises’ needs from the aspect of QMS  Stimulation actions in enterprises  management training 41,6%  the progress in the organization 35,8%  partial payment 22,6%  Incentive actions in the field of quality and environmental protection  harmonization of legislation with EU 47%  incorporating aspects of the quality of legislation 19,9%  training of Officials 19,7%  promotion of programs to support quality projects 13,4%

17. Analysis of customers’ needs from the aspect of QMS  External needs Commercial benefits: (1) Competitiveness, (4) Sales increase, (6) Reduced number of reclamations, (7) Relation with supplier, (12) Risk reduction, (14) Realization/Increase in exports Benefits of marketing: (2) Improving the image, (3) Increase number of buyers, (5) Meeting the demand of customers, Regulatory benefits: (8) Aligning with the law, (9) Relation with community, (10) Reduction of fines, (11) Reduced frequency of incidents, (13) Better environmental control

18. Analysis of customers’ needs from the aspect of QMS  Internal needs Operational benefits: (1) Increase of efficiency, (2) Documentation reduction, (9) Quality of products, (13) Reduction of hazardous waste Benefits for employees: (4) Motivation of employees, (5) Competence of employees, (6) Better defining of responsibilities of employees, (8) Improved communication, (12) Reducing employee injuries, Financial benefits: (3) Cost reduction, (7) Owner satisfaction, (10) Reduction of mismatching, (11) Decrease in equipment damage