QSHE MANAGEMENT SYSTEM

Transcription

1 VIETNAM NATIONAL PETROLEUM GROUP PETROLEUM SAIGON CO., LTD QSHE MANAGEMENT SYSTEM PROCESS OF TRADING PETROLEUM, LUBRICANTS AND PETROCHEMICAL PRODUCTS & PROVIDING PETROLEUM TECHNIQUE SERVICES MANUAL QUALITY, SAFETY, OCCUPATIONAL HEALTH & ENVIRONMENT (QSHE MANUAL) Code: BISO ST 00 Department/Division is ditributed : Remark: Composed Controlled Approved Full name : Dao Van Hung Nguyen Van Canh Tran Van Thang Job title : Manager of Quality Division Quailty Council President of Petrolimex Saigon President and Director of Petroimex Saigon Signature :

2 Page: 2/26 CHAPTER 1: OVERVIEW OF QSHE MANUAL 1.1 AIM: QSHE Manual of Petrolimex SaiGon is the most basic document which is announced policies of Quality, Safety, Occupational Health and Environment (is abbreviated to QSHE). It describes full of proficient processes and interaction between these processes in the management system. Besides, it orients implemental establishment and management to internal documentation in order to meet the requirements of company s Board of Director and conformity to requirements in ISO 9001, ISO 14001, and OHSAS SCOPE: Apply for all departments, subsidiaries in the whole company according to the requirements of standards which are implementing at the company as follows: - ISO 9001 Standard: apply for all departments, subsidiaries in the whole company; - ISO Standard: apply for Nha Be Oil Terminal, Central Laboratory and The Hazardous Waste Treatment Plant directly under Technical Services Department of Commercial and Engineering Services Enterprise; - OHSAS Standard: apply for Nha Be Oil Terminal and Central Laboratory; - ISO/IEC Standard: apply for Central Laboratory. 1.3 CONTROL: - QSHE Manual is established, written and approved by the Director of Petrolimex SaiGon as a document in the company s internal documentation. - QSHE Manual is reviewed and regular updating in order to ensure conformity of actual activities of proficient processes in the company. - The Central Laboratory, directly under Petroleum Technique Department, also applies The Competence of Testing and Calibration Laboratories following to ISO/IEC Standard. The Quality Manual follow the outline of the ISO/IEC standard is considered as a part specific detail in this manual and only applies for the Central Laboratory. 1.4 DEFINITIONS AND ABBREVIATIONS: - QSHE: is abbreviated to Quality, Safe, Health and Environment which are written in English. - QSHE Management System: includes the whole organizational structure of Petrolimex SaiGon and needed resources, and documentation have been controlled, communicated to all employees in order to implement quality, safe, occupational health and environment management system within the company. - Documentation: include QSHE Manual, internal management regulations, documented procedures, job instructions, forms, lists, records and related external documents which have been controlled. - External Documents: are documents of external origin (include documented regulations by promulgated by Government Management Offices; related Branch, National, International Standard; regulations of Vietnam National Petroleum Corporation; and provided documents by customers...).

3 Page: 3/26 CHAPTER 2: AN INTRODUCTION TO PETROLIMEX SAIGON 2.1 HISTORY AND DEVELOPMENT: Petrolimex Sagion Co., Ltd, which trade name is Petrolimex Saigon, was established on September 17, It is a membership directly under Vietnam National Petroleum Group. Address: 15 Le Duan Street, District 1, Ho Chi Minh City Website: Establishment and Development Process: The 1 st period (from 1975 to 1985): Strengthening of the infrastructure facilities and taking responsibility for oil distribution The 2 nd period (from 1986 to 1995): Transfering to an independent accounting, starting to diversify business types and focus on oil field. - In 1986: Starting to diversify business types, focus on extending retail market to serve the consumer demand of people in Ho Chi Minh City and around localities. - In 1989: Transfering to an independent accounting, service of oil stock-keeping services and warehouse for rent, recycling lubricant and supplying transportation; implementing objective to diversify business types but focus on oil field. - In 1995: The Southern Petroleum and Petrolimex Saigon was merged. All retail petroleum stations were upgraded. Petrolimex Saigon start to affirm its strong brand name in the market. The 3 rd period (1996 to now): Building, improving the infrastructure facilities system and management mechanism more professional and modern. - From 1996, Petrolimex Saigon (PSG) has focused on investment in infrastructure and technological innovation following to Scale, Modern, Safety and Environmentally Friendly. Up to now, Petrolimex Saigon has the large-scale and modern infrastructure facilities system: oil terminal extends more than 03 kilometer along Nha Be River with total 196 hectare in area; its capacity is over m 3 ; its automatic import-export control system at 09 wharves can receive ships up to DWT and at 03 import stations. Every year its output is more than 04 millions cubic meter/ton at all kinds of oil. Besides, Petrolimex Saigon has retail petroleum station system around the city which is developed continually and expanded. All petroleum stations have been equipped modern, high-accuracy petrol pumps; automatic tank gauging system manage service accurately, quickly, reduce wastage, protect environment and ensure safety. - From 1997, Petrolimex SaiGon has pushed up the investment in oil Lab with modern equipment and the application of the competence of testing and calibration laboratories system following ISO/IEC Guide 25, then ISO/IEC 12025:1999 which was certified in 2002 by VILAS with 30 tests. In 2005, our lab has applied the new version ISO/IEC 17025:2005 with 60 tests and become one of modern labs in the Asia-Pacific area. - Besides developing infrastructure facilities, Petrolimex SaiGon has built workforce which has capable, high management level and professional expertise, effective working skills and meet requirements of innovation and international economic integration. - In 2002, Petrolimex SaiGon has applied The Standard Management System successfully and continued to affirm its brand name the dynamic and strong company of Petrolimex Vietnam. 2.2 AREAS OF OPERATION: Petrolimex Saigon operates in the petroleum business field As a input fuel for production and consumption, petroleum is very delicate and important to society and national economic. Our core market is Ho Chi Minh City and neighbouring provinces in the South. Our company makes up a large market share more than 16% and holding the large share in area. Areas of operation:

4 Page: 4/26 - Regulating oil suppling market for production and social consumption in Ho Chi Minh City and the Southern area. - Storage of national oil in order to ensure energy security in all the possibilities. - Wholesale and retail in petroleum, petrochemical products and other services which are related to petroleum field. 2.3 FEATURES OF PRODUCTS AND SERVICES: - Main products of the company are importable petroleums which are met all requirements of Vietnam Standard (TCVN), include: RON 92 and RON 95 (TCVN 6776:2005), DO 0.5%S and DO 0.25% (TCVN 5689:2005), FO 3.0%S; FO 3.5%S and FO 380 (TCVN 6239:2002) and KO (TCVN 6240:2002). Besides, Petrolimex Saigon is also dealing in petroleum products which provide fuels for ships such as: RME180 and RME380 following to Petrolimex s Registered Quality Standard of Marine Residual Fuels TCCS 05:2009/Petrolimex. - The company receives importable petroleum products (Vietnam National Petroleum Group signs purchase contracts from foreign suppliers and Dung Quat Oil Refinery), storing in Nha Be Oil Terminal, delivery for customers and distributing for other internal companies. In special cases, Petrolimex SaiGon organises to test and form to create sources. - Distribution network and form of the company, through: + Wholesale for general agencies, agencies, industry customers. + Retail sales to final consumers directly through 66 petroleum stations are managed by Retail Petroleum Enterprise and more than 100 agencies, general agencies in distribution newtwork of the company. + Selling re-export to Cambodia, export processing zones and foreign ships. - Besides, the company provides some services related to petroleum such as: + Warehouse rent & Stock keeping services. + Entrusted import. + Verification, testing, consultant and training in petroleum technique. + Wharf services, shipping agencies, ship pilot. + Responding with oil spill incident services. + Constructing, Repairing and Maintenance oil project. + Sanitation; Oil tank cleaning; Collection, Transportation, Treatment and Disposal of hazardous wastes services. + Parking, washing services. - The company deals in petrochemical products (gas, lubricant, chemistry) and kinds of materials, other parts in petroleum field. 2.4 ORGANIZATIONAL STRUCTURE:

5 Page: 5/26 Ban Lãnh đạo Công ty Chủ tịch Hội đồng chất lượng Công ty Đại diện lãnh đạo về chất lượng phát triển doanh nghiệp kinh doanh kế toán tài chính kỹ thuật xăng dầu công nghệ đầu tư công nghệ thông tin tổ chức cán bộ hành chính tổng hợp pháp chế thanh tra an toàn môi trường Ban ISO Công ty Ban giám đốc Xí nghiệp bán lẻ Chủ tịch Hội đồng chất lượng XNBL Ban giám đốc TKXDNB Chủ tịch Hội đồng chất lượng Tổng kho Ban giám đốc Xí nghiệp dịch vụ Chủ tịch Hội đồng chất lượng XNDV Ban chất lượng tổng hợp kinh doanh kế toán tài vụ quản lý kỹ thuật tin học tự động hóa tổ chức hành chính Ban chất lượng tổng hợp điều độ kho cảng kỹ thuật xăng dầu kế toán tài vụ quản lý kỹ thuật tin học tự động hóa tổ chức hành chính bảo vệ PCCC khai thác dịch vụ kinh doanh kế toán tài chính dịch vụ kỹ thuật dịch vụ xây lắp tổ chức hành chính 65 Cửa hàng xăng dầu 01 Cửa hàng chuyên doanh Tổ thống kê kho hàng Đội giao nhận kho A,B,C Tổ giám định Tổ SC TB đo lường & TĐH Tổ cơ điện Tổ bảo quản và VSCN Đội PCCC trung tâm Xưởng cơ khí Đội dịch vụ kỹ thuật Đội xây dựng 1 Chú thích: Quan hệ chỉ đạo theo hệ thống QHSE Quan hệ chỉ đạo hành chính, nghiệp vụ 2.5 ISO DEVELOPMENT PROCESS OF PETROLIMEX SAIGON: From 1997, Petrolimex Saigon applied the competence of testing and calibration laboratories system following to ISO /IEC Guide 25 to control quality of petroleum from import, storage and distribution in the market. In 1999, this system was audited and issued certificate by VILAS with accreditation No VILAS 048. After conversion follow to ISO 17025:1999 and ISO 17025:2005, up to now, the Central Lab of Petrolimex Saigon has been acknowledged 60 testing methods. From July 2001, the company started the program of applying ISO widely at Petrolimex Saigon. Up to now, this program has gone through the stages: Stage 1: Applying Quality Management System (QMS) following to ISO 9001:2000 in Wholesale, import - export and storage of petrol. - Since August 1 st 2001, Petrolimex Saigon signed a contract with CTC Consulting and Training Corp., carried out and completed 1 st stage within 14 months. - On October 18 th 2002, QMS Stage 1 was audited, issued certificate by BVQI marking a significant landmark in process of applying ISO in Petrolimex Saigon. Stage 2: Expanding the applying scope of ISO 9001:2008 in the petroleum retail field. - After 6 months maintaining QMS Stage 1, the company expanded the applying scope of ISO 9001:2000 in the petroleum retail field. - On June 17 th 2004, QMS Stage 2 was audited and issued certificate with new scope Wholesale, retail, import - export and storage of petrol. Board of Director of Petrolimex Saigon affirmed

6 Page: 6/26 that ISO has been viewed as a tool in order to improve management system, enhancing quality of oil distribution service, focusing on customer satisfaction. Stage 3: Expanding applying scope of ISO 9001:2000 in other business services. - At the beginning of 2007, Petrolimex Saigon continued to apply ISO 9001:2000 other business services of Retail Petroleum Enterprise, Nha Be Oil Terminal, and Commercial and Engineering Services Enterprise Petrolimex Saigon. - Petrolimex Saigon studied, established, trained and applied ISO documents in other business services of company within six months. This expandable scope was audited, issued certificate on August 31 st 2007 by BVQI. Stage 4: Applying Occupational Health and Safety Management Systems following to OHSAS and Environmental Management Systems following to ISO at Nha Be Oil Terminal. - In July 2007, to strengthen and improve the management activities of safety, ensure labours occupational health and protect environment, Petrolimex Saigon applied OHSAS 18001:2007 and ISO 14001:2004 at Nha Be Oil Terminal. - The establishment of management systems following to ISO and OHSAS have been intergrated into QMS ISO 9001:2000 which has been applying at Nha Be Oil Terminal, forming general management systems in Quality Safety Health and Environment (has been called shortly QSHE Management System) which has been met with four management standards (ISO 9001, ISO 17025, ISO and OHSAS 18001). - After two years, QSHE Management System at Nha Be Oil Terminal was audited and issued certificate on July 30 th 2009 by BVQI. Stage 5: Applying the 5S Methodology - In order to mobilizing people to improve working environment, increase labour productivity, reduce hidden costs, enhance company s image and retail petroleum services, Petrolimex Saigon has been applied 5S Methodology at retail petroleum stations. - From to now, the 5S Methodology has been applied 100% at retail petroleum stations directly under Retail Petroleum Enterprise and has been developing at Nha Be Oil Terminal, Commercial and Engineering Services Enterprise as a effective tool in order to promote quality activities. Stage 6: Applying Environmental Management System following to ISO at The Hazardous Waste Treatment Plant directly under Technique Services Department of Commercial and Engineering Services Enterprise - In May 2012, Petrolimex Saigon applied ISO Standard to Collection, Transportation, Treatment and Disposal of Hazardous Waste in oil and gas field at The Hazardous Waste Treatment Plant directly under Technique Services Department of Commercial and Engineering Services Enterprise. Up to now, Environmental Management System of The Hazardous Waste Treatment Plant was audited and issued certification on July 6 th 2012 by Bureau Veritas Certification Vietnam. 2.6 EXCLUSIVE CLAUSES: Petrolimex Saigon s business are all kinds of petroleum products which are imported by Vietnam National Petroleum Group. Nha Be Oil Terminal is received, maintainable, stored and distributed place for consumers following the company s requests. These products are not end-products which are produced by Petrolimex; therefore, Petrolimex Saigon does not apply 7.3 Clause Design and development, Clause Validation of processes for production and service provision of ISO 9008 Standard.

7 Page: 7/26 CHAPTER 3: QSHE MANAGEMENT SYSTEMS OF PETROLIMEX SAIGON Quality Safe Occupational Health and Environment Management Systems are identified and presented follow to interaction between processes through input and output of each process. Processes are linked closely through Plan Do Check Act (PDCA). 3.1 STRATEGIES, OBJECTIVES AND PLANS OF PRODUCTION SYSTEM: Annually, Director of Petrolimex Saigon plans QSHE objectives in top level. Departments in the company establish objectives, targets along with necessary resources. In order to get the objectives, the Manager of each department establish and execute the action program (monthly, quarterly, yearly), including responsibities, time and measures. Quarterly, Quality Department collects results of business activities in the whole company which are reported to Board of Director and are reviewed in management reviews. - Procedure for Establishment and Control plans of production and business KTTC-TT MARKETING AND ADVERTISEMENT SYSTEM: Marketing and contract management Sales team of marketing and sales activities of Petrolimex Saigon Office, Retail Petroleum Enterprise and all Retail Petroleum Station Managers. All customer s requirements are studied, reviewed internal satisfied abilities, negotiated with customers before we sign petroleum contracts. - Procedure for marketing, negotiating, signing of petroleum contracts KD-TT-01 and issuing invoices at Petrolimex Saigon Office - Procedure for marketing, negotiating, signing of petroleum contracts KDBL-TT-01 and issuing invoices at Retail Petroleum Enterprise Advertisement and promotion: Advertisement and promotion activity is one of the most important tools, a shortest way to communicate information about products and services of Petrolimex Saigon to consumers, organizations, inviduals in the society in order to enhance prestigious, create advantages in competition and extend market. Outsourcing promotional produces on mass media, funding to social activities, exhibitions, are followed to annual plan which is approved by Director of Petrolimex Saigon, anh have to conform to the company s regulations in using logo, commercial signs, ensuring the same form and content. - Procedure for advertisement and promotion PTDN-TT PLACE AN ORDER, IMPORT EXPORT MODERATION SYSTEM: Place an order from Petrolimex Group: Petroleum is a product which are imported by VietNam National Petroleum Group from foreign organizations. Petrolimex Saigon is mandated to imported goods by VietNam National Petroleum Group at The Nha Be Oil Terminal s port and is implemented following to notice of receiving ship monthly of Import-Export Department VietNam National Petroleum Group.

8 Page: 8/26 The begin of quarter periodically, Sales Department collects internal demands, fills Order Placement Form, send it to The Group, and follow the peformance to adjust or supplement the order opportunely. - Procedure for placing an order from Petrolimex Group KD-TT Moderation: The company carries out according to specific jobs during import-export moderation process in order to guarantee safety, reduce costs and meet the customers demands. - Procedure for moderation of goods at Petrolimex Saigon Office KD-TT-04 - Procedure for moderation of import-export and movement of goods ĐĐKC-TT-01 at Nha Be Oil Terminal - Procedure for moderation of import goods at Retail Petroleum Enterprise KDBL-TT Goods Receipt: Based on the goods receipt plan of the company, Nha Be Terminal Oil organizes to balance the storage capacity and plans to receiving ships properly, shortening the the ship s retention time in the port, reducing of oil wastage in import stage and ensuring the stable sources for three warehouses. All petroleum sources are to be sampled, tested of quality, ensured compliance with specification of quality for products according to Vietnam Standard before they are allowed to pump up the tanks. In addition to the import of oil from the coastal and river tankers are major, Nha Be Oil Terminal also has to receive oil by inland tankers or by road (goods returned); sump oil (recover in manhole, pipeline,...) according to the current regulations. - Procedure for controlling of oil import by waterway ĐĐKC-TT-02 - Procedure for controlling of oil import by road ĐĐKC-TT Goods delivery: When getting invoices to be issued by Petrolimex Saigon Office or Retail Petroleum Enterprise, customers come Nha Be Oil Terminal to register to receive goods. The related departments receive invoices; check its validity and conditions of measurement techniques and safety of fire prevention of means of transportation (ship, barge or tank truck); goods delivery through the flowmeters which have been calibrated legality; along with the representative of means of transportation implement testing petroleum sample, quantity verification after goods delivery is finished; and completing goods delivery procedure. Nha Be Oil Terminal organizes to export petroleum internal for circumstances: floating tanks, inventory adjustment and wastage norm according to proper processes, current regulations and are supervised, confirmed of related parties both in reality and on the book. - Procedure for controlling of oil export by waterway ĐĐKC-TT-04 - Procedure for controlling of oil export by road ĐĐKC-TT Hire to floating tanks: To solve a temporary shortage of capacity when receiving petroleum tankers at Nha Be Oil Terminal, at the same time managing closely export import oil products, the company has established the

9 Page: 9/26 hiring to floating tanks process to stipulate the responsibilities and the sequence of steps when implementing to charter ships/barges to make floating tanks for company. - Procedure for controlling floating tanks ĐĐKC-TT SALES AND AFTER SALES SERVICES: Control of selling price: To conform to the regulations of the State and Petrolimex Group, at the same time clearly defining the responsibilities of each Department, the company has established the sequence and how to manage the selling price of gasoline closely in all the stages, the scope and the distribution channel of petroleum. - Procedure for establishing and managing the selling price of petroleum KD-TT Control of trade credit: The company has established rules, procedures for customer s liabilities management and controlling of the performance of liabilities since signing, developing to liquidation for deferred payment contracts; as a basis for executive business decisions in a timely manner; ensuring financial safety, improving the efficient using of capital resources, meeting the maximum satisfaction of customer needs. Surveying the needs and the solvency of customers before deciding to sign the deferred payment contracts must be made. In addition, the customers liabilities management of the company must ensure compliance with the current regulations of the State and Petrolimex Group. Procedure for controlling of customer liabilities on wholesale KTTC-TT-02 and retail petroleum channel Hire to petroleum transport services: Annually, based on planning of sales production and forecasting the transport s demand, the company has carried out to search, assess, rank and select the providers of transportation services properly to sign the hiring petroleum transport contracts, contributing to improve further the quality of transport services for Petrolimex Saigon and Retail Petroleum Enterprise. All comments of customers related to the carriage and delivery of goods shall be notified to the transport providers to overcome in a timely manner. If customers complained to second in quantity; quality; delivery progress; service attitude;... our company would transfer to other providers to transport to have the quality of services better. In any case, there are serious derogation as commodities frauds,... our company must suspend or refuse to perform the transport contracts. - Hiring for petroleum transport services procedure KD-TT Domestic wholesale: The company has held the domestic wholesale channels under form of FOB and CIF for general agencies, agencies, industrial customers,... Petroleum products are distributed to customers at Nha Be Oil Terminal (not through the pumps at retail petroleum stations directly under Petrolimex Saigon). - Procedure for marketing, negotiating, signing of petroleum contracts KD-TT-01

10 Page: 10/26 and issuing invoices at Petrolimex Saigon Office - Procedure for marketing, negotiating, signing of petroleum contracts KDBL-TT-01 and issuing invoices at Retail Petroleum Enterprise - Process for sales on import export source of procedure KD-TT Re-export: Re-export customers include Cambodia, export processing zones, export processing businesses, foreign vessels and ships of Vietnam run international routes. The company has issued a procedure in order to establish the sequence and responsibilities as well as the authorities to perform temporary import for re-export petroleum transaction of concerned departments, divisions and individual. - Procedure for implementing temporary import for re-export petroleum transaction KD-TT Commercial investment for customers: Petrolimex Saigon makes a difference in provision of products and services, affirms the trademark on the market, enhances competitiveness through setting up long-term relationship and sustainability with the customer on the basis of mutually beneficial partnerships. Providing to customers are entitled to benefits from the use of the infrastructure by Petrolimex Saigon which has invested to consume and sell products of Petrolimex. The company has implemented many policies, diversification of investment to customers of wholesale, general agency, agency channels through the investment forms: support captial; associated sales; marketing and sales. - Procedure for commercial investment for customers PTDN-TT Customer support services: The company provides technical support services to specific of petroleum industry such as: wash rinse and barem tank; check the petroleum technique and technology of customer; test quality of petroleum; provide the tools and materials of gasoline (rulers, thermometers, reagents, plastic seals,...). In addition, the company provides consulting and training on commodity product, delivery technique of petroleum,... when customers request. - Procedure for provding technical support services for customers KTXD-TT Handle customer complaints: Receiving complaints and communicating feedback of customers are done through multiple channels such as: text, fax, telephone, face to face, mass media,... and are categorized into specific areas to facilitate in the analysis, review trends and improve about quality, kinds of petroleum products; quantity; delivery and transport services; prices, payments; processing orders, delivery records; communications, reply to customers; and after-sales support services. All complaints must be addressed quickly, adequacy, and replied to the customers by documents. The company defines all the complaints and feedback of customers are input information in management reviews, is an opportunity to improve the supply of petroleum products and enhancing the quality services in order to better satisfy customer s requests. - Procedure for handling complaints and communicating feedback of customers KD-TT PETROLEUM TECHNIQUE SYSTEM:

11 Page: 11/ Petroleum wastage: The quantities of petroleum which are imported, exported, circulated and stored at Nha Be Oil Terminal and retail petroleum stations must be monitored, inspected by the interested parties. Recording books, statistics, inventory and report of petroleum wastage following periodically is performed according to the current regulations and guidelines of Petrolimex Group and the company. The petroleum wastage norm in each stage is a norm to manage wastage in process of import, export, storage, transfer, transport,... as the basis of building wastage plans, monitoring the actual wastage management on each stage to take timely action by the technical solutions and technologies or enhancing management in order to reduce the oil wastage, thoroughly implement the principle of cost-saving of company and is the basis for negotiating, signing of economic contracts. Nha Be Oil Terminal and Retail Petroleum Stations are available of the import export processes, the optimal technology operation guidelines, improvement of the oil warehouse equipment to ensure compliance with the actual requirements in order to reduce the evaporation or loss of oil. - Procedure for petroleum wastage management XDTK-TT Petroleum quality management: Petroleum quality management is made by the principle of unity from the company to the subsidiaries with the assignment of specific and clear responsibilities. All petroleum products through the process of receiving, storage, processing, transfering, selling, transporting and retailing directly to consumers which are controlled through quality, ensuring to meet the requirements according to Vietnam standards. - Regulation for petroleum quality management - Procedure for controlling of nonconforming XDTK-TT-04 - Procedure for conformity assessment/certification for Unleaded Gasoline KTXD-TT-02 and Diesel Fuel Oils Rinse oil tanks: In order to ensure the quality of petroleum products in tanks, the company has implemented to rinse tanks according to regulations of State and Petrolimex Group. - Procedure for controlling of transfering tanks or warehouses and rinsing tanks ĐĐKC-TT-06 - Procedure for controlling of rinsing oil tanks at Retail Petroleum Enterprise KT-TT Dispense and transform petroleum products: The company organizes to dispense and transform petroleum products following to the current regulation of Petrolimex Group to ensure its supply to the market which have the quality in accordance with Vietnam standards or according to the signed contracts with customers; meeting fully and promptly to the all kinds of of petroleum products for the needs of economic development, security and defense, disaster prevention, social consumer demand; meeting increasingly diverse in the quality of goods for customers in the market economy. Nha Be Oil Terminal holds to dispense following to technical process. The dispensing plan is approved by Director of company, must be made in the laboratory and analyzed in resulting compliance with the technical requirements to proceed with dispensing at tanks. The dispensing is done only after the completion of development plan to ensure fire safety and environmental protection.

12 Page: 12/26 - Procedure for dispensing petroleum products KTXD-TT Control of petroleum monitoring and measuring equipment: All monitoring and measuring equipment must be controlled through its identification and management list. Annually, departments which are assigned measure management must plan on testing, calibration and implementing the correct cycle according to the current procedure to ensure the accuracy, compliance with the measurement requirements of State. Depending on the characteristics of measuring equipment that the testing, calibration can be performed by external organizations or Petroleum Technique Department of Company which directly carries out follow the authority of Vietnam Directorate of Standards Metrology and Quality. Departments and units have responsibilities to use and operate properly in order to prevent the damage or discrepancy which can affect serious to measurement results; performing maintenance and repairing in order to limit the damage and degradation; preserving identification of testing and calibration status on the measuring equipment; and maintaining all records related to the calibration, verification activities. - Procedure for controlling of monitoring and measuring equipment KTXD-TT-05 - Procedure for managing and distributing the plastic seal XDTK-TT Preserve petroleum products: The whole process of petroleum preservation in all stages from import, export, storage to ensure quality as well as quantity of petroleum is tightly controlled by the company. - Procedure for preserving petroleum products ĐĐKC-TT Instruct to petroleum technique transactions The company has issued the petroleum technique transaction instructions to facilitate our workers who perform in accordance with the requirements. - Petroleum technique transaction instructions of Nha Be Oil Terminal Hire to petroleum inspection service: Inspection of goods is an indispensable phase in the delivery, especially the inspection of imported goods and is only allowed to enter into the tanks when it mets the requirements of quality and quantity. Therefore, requiring independent inspection agencies, operating in accordance with Vietnamese laws and international common practice. Inspection of petroleum is hired by Petrolimex Group, Petrolimex Saigon or customers to inspect petroleum products in process of delivery (import, export) at Nha Be Oil Terminal. - Regulation for assessment and selection of the independent inspection bodies of the Vietnam National Petroleum Group The competence of testing and calibration laboratories following ISO/IEC 17025: To control and assess the quality of petroleum, the Central Laboratory (directly under Petroleum Technique Department) has carried out sampling, analysing of specifications according to regulations of Vietnam Standard; analytical results are shown on the test report.

13 Page: 13/26 The Central Laboratory is equipped with the modern testing machinery and equipment and has applied the competence of testing and calibration laboratories management system which has been assessed and accredited in accordance with the requirements of ISO/IEC Standard by Vietnam Laboratory Accreditation Scheme (VILAS). - Manual, procedures and work instructions of Central Laboratory 3.6 FINANCIAL AND ACCOUNTING SYSTEM: The books, documents and reports of financial and accounting: Accounting books and chart of accounts of company and its subsidiaries are made under the accounting rules of Petrolimex Group following State's accounting standards. The company organizes periodic or irregular inventory in accordance with the current regulations. Annually, the external bodies (Independent Audit, State Audit, department of taxation,...) audit the management of assets, capital resources; keep accounts, accounting, settlement; the obligation to submit budget, according to the regulations of State. - Regulation for implementing of books, documents and reports is applied at Petrolimex Saigon - Rapid reports and management reports are applied at Petrolimex Saigon Receipt and payment in cash, bank deposit: Company has established the regulations, procedures for managing payments, receipt and payment accounting to proactive monetary funds balance for production and business operation of the company, at the same time ensuring the use of safety and efficiency capital in accordance with the regulations of the State and Petrolimex Group. On the other hand, defining the types of records, documents and the steps of circulating documents when the advance payment or payment of the economic transactions arise in relation to the use of money capital in the company's activities. - Regulation for establishing and controlling of receipt and payment at Petrolimex Saigon - Procedure for advance payment and payment KTTC-TT Account goods: The goods accounting management has been complied with the regulations of the State and Petrolimex Group. The company has established a procedure to control the collection, management and circulating documents which are arised in the petroleum import - export process in order to help for the provision of data timely and accurately to meet the management demands of company. - Procedure for controlling of arising and circulating documents ĐĐKC-TT Purchase and issue materials: Purchasing and issuing materials (machinery, equipment, accessories, special materials, retail materials, appliances, office outfit, promotional items,...) are done by assigning and classifying with a unified procedure, from the head office to the subsidiaries. Annually, the purchasing management departments are responsible for identifying the needs and planning kinds of needed or provision materials; organizing to look for, evaluate and select of suitable suppliers. In the case of purchasing kinds of specialized machinery, equipment and materials, depending on the value, quality and requirements that determine plans to select the providers in the forms (such as:

14 Page: 14/26 nominated contractor; buying directly; the competitive handbill or bidding widely) in order to ensure in accordance with the rules of laws. Purchasing and issuing materials must be used follow the right purpose and demand, ensuring the closely management of the value and quantities of materials in order to improve efficiency, avoid squandering. - Procedure for purchasing and issuing materials KTTC-TT Manage fixed assets and tools: Fixed assets management is done consistently, throughout the company; ensuring compliance with the current regulations of the State, Petrolimex Group; enhancing the capital using efficiency in fixed assets investment and managing effectively; at the same time helping for monitoring, accounting accurately and timely. - Procedure for managing fixed assets KTTC-TT INVESTMENT AND DEVELOPMENT SYSTEM: Invest in the internal technical infrastructure: The company focuses on speeding up investment, modernization of the technical infrastructure system; implementing through plan of capital construction investment and procurement of equipment annually; controlling follow right the current regulations of the State and Petrolimex Group. Investing, upgrading, improving system of technologies, tanks, stations with the modern equipment in order to meet the process of receiving, storage and delivery of petroleum to customers; diversifying utilities and satisfying the increasing needs of society; at the same time it is important to protect the environment and ensure the safety of people, community. - Procedure for investment in capital construction CNĐT-TT Develop network of retail petroleum stations: Investing to build retail petroleum stations which must conform to the local development plan and ensure consistency of scale, standard, aesthetics, architecture, technology, technical safety in the station system of Petrolimex Group. - Developing retail petroleum stations process 3.8. MANAGEMENT, OPERATION, MAINTENANCE: After the investment process, management and operation have been implemented according to the hierarchy. The technical management departments have full compiled processes, operating instructions, maintenance for each equipment and training to the end-users. Each of the machine has a resume to describe characteristics, parameters, configurations,... in odrer to monitor the operational status. The technical management departments has established the infrastructure list to its manage and use. Annually, Technical Management Department has planned and implemented the maintenance machines and equipments follow proper cycle, current regulations. After machinery and equipment have been repaired and maintained, they must be tested before putting back in use. The content of repair and maintenance is updated on the records. The management of using and maintenance is done

15 Page: 15/26 on computer software to enhance the effectiveness and efficiency of the technical infrastructure in the whole company. In addition to the self-test units, annually, the company has organized to check the technical management at each unit to detect and correct in time in order to prevent the incidents occurred. - Procedure for technical infrastructure management CNĐT-TT-02 - Work instructions related in operation, maintenance of machines and equipments of Petrolimex Saigon Office and subsidiaries 3.9 INFORMATION TECHNOLOGY SYSTEM: Software management: The company has stepped up the progress of information technology infrastructure investment and development to serve the management and executive, support for an administrative reform; developing and perfecting the software programs that serve the business management; promoting the web based applications. - Procedure for implementing information technology software CNTT-TT Information security: All the workstations, servers are installed antivirus program and are regularly updated to the newest version according to the automatic system. Beside, the company uses various forms of archive and restore as: tape, backup server, backup hard disk drive when there is trouble,... to ensure the security of electronic data. The access to information on the internal network must be registered and approved specific authorities for each user by Information Technology Division. - Procedure for managing user s accounts CNTT-TT-01 - Procedure for registering to use programs and authorizing to access CNTT-TT-03 - Procedure for storing and recovering data CNTT-TT-04 - Procedure for prevention and removal of viruses CNTT-TT-05 - Procedure for preventing incidents of information system - automation KTCN-TT Media and Website: The images and activities of Petrolimex Saigon products and services are introduced to customers through Website: In addition, the company's communication system is also being done through LED panel which is placed at the building of Petrolimex Saigon Office. - Regulation for managing the electronic communication panel of the company 3.10 ORGANIZATION, LABOR, SALARY SYSTEM: Organizational structure: The functions, duties and authorities of the departments, divisions and units are clear communicated through the established decisions; defining by the regulation of functions duties - authorities; assigning the leadership s duties; and defining job description of employees.

16 Page: 16/26 - Regulation for working of Petrolimex Saigon leadership levels - The established decisions of departments of Petrolimex Saigon Office and subsidiaries - Regulation for functions, duties, authorities of departments of Petrolimex Saigon Office and subsidiaries - Employees job description of departments Human resources planning and using: Proceeding from practical work, the company has established a system of job titles and arranging work, forecasting qualified labour (knowledge, skills, experiences, etc.) respectively, in accordance with the professional standards of Petrolimex Group. Personnel management is done from the planning, training, arranging to evaluating, rewarding in accordance with the current rules of Petrolimex Group. Provision of human resources is made in the form of recruitment, training, circulating personnel,... on the basis of the competent requirements have been identified. - Regulation for organizational and personnel management of Petrolimex Group - The standard job titles of Petrolimex Saigon Recruitment: The labour recruitment is proceeded from practical needs and business strategies of the company, is detailed in the actual labour plan annually under the principle of Recruiting the right people, arranging the right work. Workers are recruited who must have the appropriate professional expertise; educating through the universities, vocational schools, courses, etc that trades meet the best work requirements; arranging probationary period and signing the labour contracts according to laws. The labour recruitment has to improve the quality of work, rejuvenating of labour force and meeting the development requirements of the company. - Regulation for labour recruitment at Petrolimex Saigon Training and supervision: Training is considered as an investment strategy in human beings, organizing to sum up each stage and orienting for next stage. Training is organized regularly, contributing to establish human resources in response to the company's development requirements, building Petrolimex Saigon workers Knowledge - Responsibility Civilization. Annually, proceed from the needs of the departments, the company has established the training plan... for labour force and implementing under the two forms of internal training and external training. Effectiveness of training is shown at the time of class organization, efficiency of training is shown by the work results of trainee and are evaluated through Program for assessing the work results of the company by managers of departments/divisions. - Regulation for training of Petrolimex Saigon Achievements and salary payment: Every month, leaders at all levels directly assign and evaluate the results of the work to determine the level of completion and contribution of workers. Evaluating in order to enhance the labour

17 Page: 17/26 management, improving productivity, quality, efficiency, at the same time using the results to serve for salary payment, reward, training, and arranging labour force in a reasonable manner. Annually, the company has held to assess cadres to serve for planning, training/fostering, arranging (appoint/dismiss/circulate), rewarding and disciplining. The company has established in regulation for salary payment with multiple forms (fixed payment, piece wage, etc.) in which Director of Company or units can select forms of payment in accordance with characteristics, condition of production and organizational structure. The company lays down as a policy the combine salaries and earnings with complexity, work volume and work results of each worker, each division/department. Salary and other income of workers depend on the salary price of Petrolimex Group, the results of production and business of the company and the level of direct contribution of individual employees. Raising salary level depends on the during the time worked, the evaluative results of work completion degree of employees and standards of raising salary level according to the State, Petrolimex Group. - Regulation for awarding of Petrolimex Saigon - Regulation for salary payment of Petrolimex Saigon Office and subsidiaries - Procedure for raising salary level TCCB-TT Rules, rewards, discipline: The company has established the labour rules which are approved by Department of Labor Invalids and Social Affairs, Director of Petrolimex Saigon signs to apply throughout the company. Its content includes: defining to regulate a relationship between the employers and employees in the area of discipline, defining behaviour violation of labour discipline and disciplinary forms respectively. Depending on the violation, the employer would consider and choose one of the forms of discipline which is defined to process discipline in accordance with reality and requiring the management of company. - The labour rules of Petrolimex Saigon - Procedure for the labour discipline TCCB-TT Social welfare: Director of company has committed to fully implement the regime and the rights of workers under the current regulations of the State as well as the collective labour agreement and labour contracts; ensuring occupational safety, occupational hygiene, work environment and workers health; facilitating for workers to improve their professional, transaction and complete the work assigned. Depending on the characteristic of work, the company signs the labor contracts with workers in one of the following types: undefined time limit, define the duration of 3 years, define the duration of 1 year or under 1 year; probationary period; etc. To ensure employment for workers, the Director of the company has always been to find ways of implementing measures to organize production and business management in a reasonable manner, developing scope of business services and other commodity. The company together with the employees fully implement to pay for social insurance body according to the current rules of the State. The company supports to add for employees according to the levels to be specified in the regulations for salary payment of the company.

18 Page: 18/26 - Address the exit requirements TCCB-TT-07 - Regulation for using management of social charity fund of the company - Regulation for implementing democracy at Petrolimex Saigon 3.11 ADMINISTRATION AND LEGISLATION SYSTEM: Office administration: The company and subsidiaries organise to arrange the work office (including warehouses, factories, plants and retail petroleum stations), ensuring synchronization, harmony and using area efficiently; interior decorations, office outfit gradually to be standardized under unified direction to the sample code, category and Petrolimex brand name, and in particular must conform to the city regulations of landscape, planning, fire protection safety... The work office is equipped with a full range of equipment, rules, fire fighting plan and emergency instruction signs; provisions on the work of the security guard, keeping in order in the area to ensure the safety of its employees. Every worker is responsible for keeping their workplace to be cleaned; sorting the records orderly. Periodically, Administration Department of company and units carry out to check workplaces to correct timely, always maintaining the work environment Civilization Clean - Safe. Issuing list of office costs norm (including the cost of tools, electricity, water, telephone, office outfit, press, conference, reception, fuel...) is necessary to reduce the company's overall costs. - Procedure for office administration management Circulate official document: The management of circulating official document is done on computer software, scientific in order to ensure timely information, serving well in the business activities of the company. - Regulation for record management at Petrolimex Saigon - Procedure for controlling of circulating official document on STM software HCTH-TT Control of records: Records are categorized by job function or in field operations, and implementing retention and storage them into each file following the list have been established at each department, division and unit. Depend on the important and necessary level, departments and units define the retention for each record type according to the regulations of law. The company shall establish a documented procedure and applied informatics software to control and unify way to identification, retention, storage, retrieval and disposition of records. - Regulation for retention of records at Petrolimex Saigon - Guideline for using of the records management software program at Petrolimex Saigon Communication: The internal communication and the meetings are set up to discuss the issues that arise in the transaction activities quickly, timely, accurately, and retain records as evidence if required. Information is communicated directly which is based on the functions, duties and authorities of each person, at the same time based on the procedures and processes in QSHE management system that has been applied in the company. Information from the top down is the command, instruction,

19 Page: 19/26 interrogate, control, monitor or notification. Information from the bottom up is the report, statement, suggestion. Information between the units or individuals which have the peer titles is the exchange, agreement, reference, notification or provision by the function to be defined in QSHE management system. Information from the customers (purchasing petrol or providing petroleum transportation or letter of complaint/denunciation) is processed by procedures or regulations which are approved and issued at each relevant unit. The company defines means of internal communication (with a specific address to each individual): telephone (internal, fixed, mobile); Handie-talkie; Fax; Mail Exchange; STM web; and document. Depending on the specific requirements and circumstances that use any suitable means. Information is recorded by document or transmitted by fax or mail exchange or STM web can be retained records as evidence in case of need. The external communication: the company has established a process of organizing the external communication to ensure precision, consistency, honesty and harmony in relationship with interested parties for the benefits of business and community. - Regulation for the meetings and the internal communication at Petrolimex Saigon - Regulation for organizing relationship and information on the press of Petrolimex Saigon Internal inspection: The company has carried out the internal inspection to be considered as a form of products and services measurement to determine the level of implementing of the laws and regulations of Petrolimex Group and the company to timely correct the shortcomings, violations in the process of production and business of the company. - Procedure for the internal inspection PCTT-TT Handle complaints and denunciations: The company has carried out to handle the complaints and denunciations according to regulations of laws in order to protect the legitimate rights and interests of company, subsidiaries, employees and citizens; timely correcting the shortcomings and violations in the production and business activities of the company. - Procedure for handling complaints and denunciations PCTT-TT Goods and property insurance: Pursuant to the direction of Petrolimex Group on the work of annual insurance, the company has built the plan to choose, evaluate the value of assets and goods to buy insurance according to regulations of laws. - Procedure for goods and property insurance PCTT-TT SAFETY, OCCUPATIONAL HEALTH AND ENVIRONMENT SYSTEM: Identification and assessment of aspects, impacts and risks: Nha Be Oil Terminal/Commercial and Engineering Services Enterprise has organized to identify of activities, products, services in each area which can cause the hazards or environmental aspects that need to be controlled to exclude the possibility of interact with the environment, incidents, accident

20 Page: 20/26 that it can influence the workers health, cause damage to equipment, loss of the property. The specific content includes: - Activities of import, export and storage of petrol at Nha Be Oil Terminal; - Activities of routine and non-routine in order to serve the production and business of Nha Be Oil Terminal / activities of collection, transportation, treatment and disposal of hazardous waste of Commercial and Engineering Services; - Petroleum delivery activities of means of transport by waterway, roadway at Nha Be Oil Terminal; - Activities of all contractors having access to the workplace at Nha Be Oil Terminal; - Activities of working and visiting or practicing of customers, parties, trainees at Nha Be Oil Terminal. Nha Be Oil Terminal/Commercial and Engineering Services Enterprise determine and assess the level of risks which are the high hazards and the significant environmental aspects; proposing appropriate control measures and timely corrective action in order to reduce adverse environmental impacts and facilitating work environment for employees, customers, visitors and subcontractors. - Procedure for identification and assessment of aspects, impacts and risks QSHE-TT-01 at Nha Be Oil Terminal - Procedure for identificatoin and assessment of environmental aspects DVKT-TT Identification and evaluation of compliance with legal and other requirements: Nha Be Oil Terminal/Commercial and Engineering Services Enterprise has organized to collect information on the legal and other requirements related to occupational health and safety, environment in the production and business activities in order to identify and evaluating the level of compliance in the executive process to ensure in accordance with these requirements. - Identification and evaluation of compliance with legal and other requirements QSHE-TT-02 - Identification and evaluation of compliance with legal and other requirements DVKT-TT Control of contractors, suppliers of safety, occupational health and environment: Nha Be Oil Terminal has announced safety, occupational health and environment information card to contractors, suppliers, visitors to be known about policies and strictly requirements to comply with before they enter its areas. Beside, Nha Be Oil Terminal has required them to identify the hazards and the environmental aspects from their activities which can cause or bring to and propose preventive measures, reducing adverse environmental impacts and risks from their side. Nha Be Oil Terminal has checked and evaluated the ability of contractors, suppliers to meet the requirements before permitting to work at warehouses. During the time worked, Terminal has organized to monitor the work of contractors, suppliers to ensure their employees to fulfill the requirements of safe working processes and keeping hygiene at the workplace. For customers who visited warehouses, Terminal has held welcome guests and introduced with them about its capacity and status. In the case of actual tour at warehouse and wharves, visitors are equipped with protective helmets and visiting areas to be allowed, but reducing to enter the restricted areas.

21 Page: 21/26 - Procedure for controlling of contractors, suppliers and visitors QSHE-TT-03 at Nha Be Oil Terminal Emergency Response: The potential for emergency situations in the activities of Nha Be Oil Terminal/ Commercial and Engineering Services Enterprise to be identified, include the following situations: - Fire situation; - Oil spill situation; - Hurricane & flood, unusually high river water situation; - The destroyed terminal situation; - Toxic chemicals spill situation; - Serious/fatal occupational accidents situation. From the above situations, Terminal/Enterprise has carried out to build plans for prevention, emergency response in order to communicate and practice for workers to update information, processes, the assigned tasks when the incidents occur, the location of equipment, personal protective equipment in order to assist in the process of rescue to people aware of the risks that can occur from the potential incidents to know How to act in emergency situations. - Procedure for emergency preparedness and response QSHE-TT-04 at Nha Be Oil Terminal - Procedure for emergency preparedness and response DVKT-TT-04 The Hazardous Waste Treatment Plant Control of safety, occupational health and environment incidents: Procedure for controlling of incidents is established to describe how to control all them related to safety, occupational health and environment if is detected or occurred at Terminal; ensure that all incidents, whether near-miss or serious incidents are investigated, analyzed the causes to take corrective action and prevention action appropriately as well as prevent their recurrence and meet the requirements of the law. - Procedure for controlling of safety, occupational health QSHE-TT-05 and environment incidents at Nha Be Oil Terminal Control of the waste: Sorting, collecting, storing, transporting, treating and dispose of hazardous waste from Nha Be Oil Terminal/customer to The Hazardous Waste Treatment Plant according to certificate of practice by State management agencies issue which are instructed, monitored and inspected closely in order to ensure environmental safety. The necessary information is provided promptly in order to prevent and minimize the incurring and the dangerous impacts of hazardous waste to public health and environment; meeting environmental standards in accordance with the laws and helping protect the environment better. - Procedure for controlling of the waste at Nha Be Oil Terminal QSHE-TT-06 - Procedure for providing collection, transportation, treatment DVKT-TT-03

22 Page: 22/26 and Disposal of Hazardous Waste services Control of machinery and equipment, chemicals with strictly requirements on safety: The equipment has the safety requirements (such as: flowmeters, air compressors, electric generators, etc ) which is listed in the catalogue in order to control and inspect periodically according to the plan. The units are only allowed to use them when there are full certificate of safety equipment. Beside installation and opertation of machinery and equipment, the technical management departments have issued the rules to apply them in order to ensure safety for the users and equipment. The users are only allowed to operate after they have been guided to operate routine on the machinery and equipment; performing maintenance by just-in-time and timely updating on records. - Proceudre for controlling of machinery and equipment QSHE-TT-07 with strictly requirements on occupational safety and hygiene Labour safety and labour protection: The company has interested to ensure the safety and health of workers in toxic work environment, preventing occupational accidents or risks that may occur in during the time worked. The company has invested in kinds of machinery and equipment which have been maintained periodically to ensure the safe operation; issuing the rules and regulations in using to technical safety measures of equipment; employees have been equipped personal protective equipment when at work; changing the position of work when employees are not healthy enough and not enough working conditions; monitoring and examining the observance of rules and regulations which related to occupational safety and hygiene, labour protection. Annually, the company has organized periodic health examination to detect in time, caring and treating of occupational diseases for employees. - Procedure for an industrial hygiene KTCN-TT-10 - Procedure for equipping to personal protective equipment TCCB-TT-08 - Regulation for organizing occupational safety and hygiene at Petrolimex Saigon Protection, port security: Everyone and furnishing are only allowed to enter into or exit Nha Be Oil Terminal must have to permitting to work and are controlled by specialized protection force. Oil Terminal has arranged watchman houses following plans which are approved; there is the mechanism to coordinate with the city s police force, Nha Be District People s Committee in security protection of Terminal Oil perimeter area. The company has invested in cameras and magcards system to assist our protection, equiping the necessary support facilities and tools to help the protection force to complete tasks. - Regulation for working of protection and security at Nha Be Oil Terminal Fire prevention and fight: Petroleum is the kind of products which has much the highly inflammable and explosive risk, fire prevention and fight safety is viewed as the survival and existence of Petrolimex Saigon. To perform good at the explosion protection measures, particularly in the area of Nha Be Oil Terminal

23 Page: 23/26 and retail petroleum station system where contain petroleum products and petrochemicals, these leaders of units must built and deploy to fire prevention and fight plans; the rules and regulations on fire prevention and fight; installing of the signage No smoking:, Don't use mobile phones, No filming, photographing... in the dangerous areas; and regularly checking the implementation. The company has collaborated with the City s fire prevention and fight police Department to organize training courses for the entire staff who are working at Nha Be Oil Terminal and Retail petroleum stations; training and fostering professional skills for specialized fire prevention and fight force; organizing to practice the annual fire prevention and fight plan annually, reviewing and drawing practical experiences. The company has strengthened to invest in fire prevention and fight equipment and facilities; building fixed fire prevention and fight system at Nha Be Oil Terminal; improving the lightning resistant, anti-static system for warehouses and retail petroleum stations. The managing and using units must regularly check, maintain and operate good for each type of equipment, ensuring the fire prevention and fight system is always in an operational readiness status. - Regulation for working of fire prevention and fight, flood prevention and flood tide at Nha Be Oil Terminal Flood prevention: Annually, the company has organized training courses for flood prevention force; practicing flood prevention plans, reviewing and drawing practical experiences. The company has strengthened to invest in flood prevention equipment and facilities for warehouses and retail petroleum stations. The managing and using units must regularly check, maintain and operate good for each type of equipment, ensuring the flood prevention system is always in an operational readiness status. - Guide to implement the tasks when there are flood storm and flood tide BV-HD-07 at Nha Be Oil Terminal 3.13 QUALITY ASSURANCE SYSTEM: Maintain and improve the business management system: Quality Division is the central to gather proposals and helps leaders of the company to issue policies, guidelines or directions in order to improve frequently and comprehensively of business management system through using, reviewing, updating the policy, objectives and specific action programmes. Quality Division has organized to monitor the corrective and preventive actions, reviewing the implementation of quality, safety, occupational health and the environment activities through the management reviews - the important factor that helps the company maintain and improve regularly management system towards enhancing the effectiveness, safety and satisfying the best of the customer s requirements. In addition, the company has also established the Initiative and Improvement Council to promote this activity throughout the company. All employees are encouraged to participate; any ideas or suggestions have been considered and rewarded promptly by this Council in accordance with the current regulations. - Regulation for organizing and executing of ISO activities at Petrolimex Saigon

24 Page: 24/26 - Regulation for managing of initiative activities, application of technology of Petrolimex Saigon QSHE Policy and objectives, KPI indicators: To meet the increasing needs of the society, and at the same time contribute to the sustained success and efficiency of the company, Board of directors - Petrolimex SAIGON commit Quality-Safety- Occupational Health And Environment Policy, including the follow action: 1. Continue to invest and develop in technological infrastructure systems of the company towards "Scale, modern, safety and friendly environment"; 2. Training, building human "Knowledge - Responsibility - Civilization" with awareness, style of work scientifically, professionally and efficiently; 3. Maintaining and continually improving the QSHE management system of the company by international standards, combined with the application of information technology in management and administration to satisfy customers with the highest quality services, at the same time meet the requirements of the current law and other requirements on prevention, ensure safety - environmental protection and occupational health for employee. This policy applies to all officers, employee of Petrolimex SAIGON and intersested parties working in the company, and is be communicated widely to the public on the company's Website To enforce this policy, the company has established the integration of QSHE objectives into targets by business plans annually; developing to the relevant levels; monitoring and measuring the results and reporting company s leaders periodically; contributing to achieve its company s plan objectives. Bên cạnh đó, Công ty triển khai bộ chỉ số KPI s để đo lường hiệu lực, hiệu quả của các quá trình trong hệ thống; chứng tỏ khả năng các quá trình đạt được các kết quả đã hoạch định; khi không đạt được hoặc có nguy cơ không đạt được thì phải thực thi hành động khắc phục, phòng ngừa thích hợp. Beside, the company has developed the KPI's indicators to measure the effectiveness and efficiency of the processes in the system; demonstrating the ability of the processes to achieve the planned results; when results are not achieved, corrective and preventive action shall be taken as appropriately. - Procedure for monitoring and measurement of processes BISO-TT Internal audit: The company has organized periodic internal audit under way The process field approach to collect the evidence, demonstrating that the current requirements have been met and exploring the new opportunities for improvement of management system. The company has selected the skilled, enthusiasm managers and experts to train the internal auditors; then continue to select the excellent auditors in this team to train to become the Lead Auditor. The selection of auditors and conduct of audits shall ensure objectivity and impartiality of the audit process. Auditors shall not audit their own work. Internal audit plans are established by a document with clear objectives, taking into consideration the importance and status of processes to reduce the frequency of audits in a reasonable manner, and informing auditees before conducting of audits. - Procedure for internal audit BISO-TT Corrective and preventive actiosn of nonconformities:

25 Page: 25/26 All nonconformities are detected in system (such as: internal and external audit activities, selfaudit,...) are required to record the corrective and preventive report (CAR). Verification not only checks the action has been taken or not yet, but also takes to the efficiency to eliminate the root causes of problem. Corrective and preventive actions are viewed as a tool to maintain, improve of management system, and are one of the input information to management review. - Procedure for corrective and preventive actions of nonconformities BISO-TT Control of documents: The company has established the QSHE integrated management system documentation to legalize all activities throughout the company, starting from departments/divisions of Petrolimex Saigon Office which are issued to cover the subsidiaries (Nha Be Oil Terminal, Retail Petroleum Enterprise, Commercial and Engineering Services Enterprise). The general documentation is controlled at Petrolimex Saigon to be described as follows: Level I Manual Level II Level III Procedures Work instructions, forms, lists Rules and Regulations External documents (controlled) Level IV Records, evidence of activities performed All documents of the level I, II and III (except external documents) are approved and issued by the Director or a authorized person. The change of documents (adjusting, supplementing, cancelling, issuing new) must be reviewed and approved in accordance with the current procedure and are kept the original as evidence. The company has signed a service contract periodically to update validity of legal documents which related to management activities of the company. Legislation Inspection Department has announced the legal documents and other new requirements list, updating the change and posting them through internal network to the concerned departments and units to update and use. The internal documents are distributed on STM software, access authority to each employee to use and secure information. The approved orginal is uniformly kept in a place which can be easily controlled. When there are no longer enforceable documents, shall be stamped OBSOLETE and eliminating from the current documentation. - Procedure for controlling of documents BISO-TT-01

26 Page: 26/ Measurement of customer satisfaction: Information and indicators of customer satisfaction for goods or services which the company views as one of measures of implementation degree of QSHE management system. Customer satisfaction is considered on the ability to meet the requirements of quantity; quality; price; progress of delivery; after-sales services; service s style; green and clean enviroment in order to create the convenience and safety for our customers. Methods to collect the aforementioned information are done through the comment form in its annual customer conference, or noted all comments to reflect directly from customers in the during of working, Fax, phone, , text... an effective way to gather timely feedback from customers. On that basis, Sales Department gathers, analyzes, reviews the level of customer satisfaction and reports Top management in management review to identify opportunities for improvements in order to better respond to customer's request. - Procedure for measurement of customer satisfaction KD-TT Management Review: Annually, Top management has reviewed the organization s QSHE management system to ensure its effectiveness and efficiency, continuing suitability and sufficient contents in order to meet the requirements of ISO 9001, ISO 14001, OHSAS and ISO/IEC Besides, Quality Management Representative (QMR) can suggest Board of Director organize an extraordinary management review any time when realizing the necessary for QSHE management system. - Procedure for management review BISO-TT PETROLEUM SERVICES AND OTHER PRODUCTS SYSTEM: The business activities of petroleum services and other products must be done in accordance with the current rules for scope of services, tightly controlled from the marketing, contracting, performing to provide services until the end and payment. The company increases scope of petroleum services in order to satisfy the customers needs, contributing to affirm Petrolimex Saigon brand name on the market. - Regulation for management of oil stock-keeping activities of Petrolimex Saigon - Regulation for trading of advertisement rent at Petrolimex Saigon - Regulation for testing petroleum sample service of Petrolimex Saigon - Regulation for collecting fee of port services at Nha Be Oil Terminal - Regulation for trading of lubricants ad petrochemical products at Retail Petroleum Enterprise - Regulation for implementing of tow vessels and ships services of Commercial and Engineering Services Enterprise - Regulation for organizing of trade business of Commercial and Engineering Services Enterprise - Regulation for constructing and repairing oil project for customer of Commercial and Engineering Services Enterprise - Regulation for providing oil tank cleaning and environmental hygiene services - Procedure for providing collection, transportation, treatment DVKT-TT-03 and Disposal of Hazardous Waste services