magazine for raben group customers · table of contents in this issue: raben autoportret, magazine...

4-5 126-7

autoportretISSN 2391-615X

www.raben-group.com / www.freshlogistics.com.pl

Magazine for Raben Group Customers

May / 2015

Safety

in modern supply chains

10 years of Raben Group in Germany

Safety on the plateFood Defence Standard

Criminal activitiesin the supply chain

2 Autoportret

Table of CoNTeNTS

In this issue:

Raben Autoportret, Magazine for Raben Group Customers

Publisher: Raben Management Services sp. z o.o., ul. Zbożowa 1, 62-023 Robakowo, PolandRedaction: Marketing Department, Sylwia Tylińska, Katarzyna Bartkiewicz, [email protected], Photo: Raben Group, p. 3, 14, 16, 17, Fotolia p. 4, 8, 10, 12, 13, 20, Shutterstock p. 16, 19Published: 2/year, Number: 1(35)2015, ISSN 2391-615XCirculation: 7,000 copiesLanguages: Czech, English, German, Hungarian, Polish, UkrainianOnline version: http://www.raben-group.com/media-center/publications/raben-autoportret/

Published on Cocoon Silk ecological paper with FSC certificate.

8

12

14

■ Raben Group in Germany – facts in a nutshell 4-5

■ Criminal activities in the supply chain 6-7

■ Customs agency – an important link 8

■ Together, yet separately 9

■ (Un)safe cyberworld 10-11

■ Risk under control 10-11

■ Safety on the plate 12

■ CSR – childishly simple? 13

■ Striving for technical excellence 14

■ Sosnowiec HUb – an innovative solution for the supply chain 15

■ fast shipments for e-Commerce in Ukraine 16

■ eKÁeR – New regulations in Hungary 16

■ ostrava – Modern location 17

■ Well connected baltics 17

■ feel safe as our guest 17

■ “Daydreaming” at the wheel 18

■ To research or not to research – that is the question 19

134

Magazine for Raben Group Customers 3

eDIToRIal

Safe meaning what?

Responsible businesses, including logistics operators, are aware of their impact

on the environment and they understand the importance of care for this widely

understood influence.

Safety is the primal need and superior value of mankind, social groups, states, organisations and businesses. Its basic definition is applied to every walk of life on the planet.

At the turn of the 80s and 90s of the 20th century, the perception of risk evolved. More attention was paid to safety in ecological, economic, energy, information, social, and many other areas. Responsible businesses, including logistics operators, are aware of their impact on the environment and they understand the importance of care for this widely understood influence. Safety of goods, employees, suppliers, facilities and information are just few examples of the responsibility borne by logistics companies. Manufacturers take utmost care that their products improve the quality of life of the buyers. Precision at the production phase is just one of many steps on the safe way of the product. The logistics operator is another link. In Raben Group we approach risks in the supply chain from many perspectives. We analyse our facilities as well as technical and organizational infrastructure. We work in this area in order to guarantee safety of the transported and stored goods from various sectors.

We are aware of the significance of cybernetic risks and business continuity management constitutes an integral element of the operations of our organisation. We are a socially responsible company. We pay attention to ecological aspects connected with the specifics of our business and we are working on minimising negative footprint on the natural environment, both in transport and in warehousing. Analysing risk and safety on many levels, we build a cohesive organisation which acts flexibly in the dynamically changing environment while being a stable and reliable partner at the same time. By counteracting risks we are becoming an enterprise of the future.

Best Regards

Ewald RabenCEO Raben Group

4

aNNIveRSaRy

Autoportret4

Raben Group in Germany – facts in a nutshell

1,400 Employees

270,000 m2 of warehouse

capacity

23 branches

Certificates: ISO 9001, AEO-F, ISO 2200 (HACCP), IFS, SQAS, GMP

1,400 means of transport

5Magazine for Raben Group Customers 5

aNNIveRSaRy

Karin Janecek-Käsmacher Marketing

Raben Trans European Germany1 Active BIC – a tool used for business analysis and reporting in management, planning and control.2 Good Manufacturing Practice – refers to a set of standards used in industrial production

which guarantee high quality, purity of used raw materials and components of the finished products.

Our branches and fleet Raben Group Germany has a network of 23 conveniently located branches with a total warehouse capacity of 270,000 m2. The facilities are equipped with special transloading ramps. In selected, customised locations there are zones for storing dangerous goods (ADR). In order to ensure ecological execution of warehouse processes we use battery-powered forklifts. Additionally we are increasing the quantity of modern means of transport – currently the standard of the trucks we use is EURO 5 and higher. This year we are expanding and modernising our branches in e.g. in Mannheim, Eisenach and Gütersloh.

People An element of our organisational structure is our passion to win, entrepreneurship and contacts without any formal barriers. Such an environment favours cooperation, innovative ideas and it supports our Customer orientation. Simultaneously it creates a friendly workplace for 1,400 Employees. For 10 years we have been working together on the development of the company and ourselves. Building engagement, traditional and e-learning trainings, development programmes, competencies management, succession planning, talent programmes ‒ these are the elements inherent in our culture. All this makes it worth joining our team.

Our services Since entering the German market Raben Group in Germany has been expanding its portfolio offering logistics solutions in the whole logistics chain in the areas of contract logistics, domestic, international road transport, sea and air freight. We have 460 regular shuttle connections daily including central transport hub in Eisenbach. Additionally, our branches in Mönchengladbach, Wuppertal, Hamburg, St. Ingbert, Heilbron, Nürnberg and Chemnitz serve as gateways, allowing for several departures daily to selected destinations in Europe. Constanthly we are optimising services and transit times as well as cooperate with international partners. With the acquisition of HRL in Bremen we have increased the branch network in North Germany and expanded the offer of sea and air freight.

Modern IT We are investing in new technologies and solutions. During the 10 years of development we have standardised the “Client-Server” structure; we have implemented modern software solutions for transport, warehousing and financial accounting. Additionally, at the beginning of this year we implemented a standard communication system which has integrated all locations. We use an analytical tool Active BIC1 which allows for fast business assessment so that operational and strategic decisions can be taken at an appropriate time. This in turn means cost optimisation and higher level of offered services ‒ which our Customers benefit from.

Quality on top Care for rendering services at the highest standard is embedded in the philosophy of our operations. Consequently all branches in Germany work in compliance with quality certificates ISO 9001 and AEO-F. We are also SQAS certified (Chemnitz, Mannheim, Duisburg) as well as HACCP certified (Mittenwalde, Mönchengladbach, Nürnberg, Prenzlau, Regensburg, Reichenberg, Wuppertal, Heilbronn). What is more, our branch in Heilbron has been granted the GMP (Good Manufacturing Practice)2 and the location in Nürnberg has received IFS certificate.

In the eyes of the press In the prestigious Image Ranking published by Verkehrsrunschau, Raben Group in Germany has moved up five places. The research presents the most influential brands in transport and logistics sector in Germany. As a Group we are also active in social media. In the survey by MM Logistik magazine carried out among internet users ‒ “Brand Awareness in Social Media 2014” in the category Favourite Facebook Profiles we ranked 16 which is a growth by 56 places. We are glad that our brand is becoming more recognisable on this mature logistics market.

6 Autoportret

eXPeRT’S vIeW

An unsecured supply chain offering added value may pose a risk which a company won't be able to identify

beforehand. What is more, protection against theft of tangible and intellectual company assets requires an integrated risk management system which goes beyond its traditional limits. Protection of the supply chain, i.e. development and application of measures of securing the process and minimising risk in the whole supply field, is a necessary element in the face of the increasing

number of economic crimes being committed. The process starts already when making a product and ends with its delivery. It is not enough to implement risk management system in your plant if the data and goods are not sufficiently protected by suppliers, logistics service providers and customers. Criminals always choose the weakest link of the supply chain. The graphics below clearly shows that crimes threaten the chain of added values in many forms (drawing 1).

Risks An example is the growing problem of industrial espionage. The report on the Protection of the Constitution of North Rhine-Westphalia from 2012 reported on the upsurge in this activity in e.g. China, Russia and Iran. Security experts estimate that annual losses for Germany are at the range of dozens of billions of Euro. Chinese spies intentionally search for innovative products to expand their own technical and economic know-how.

Criminal activities in the supply chain

The term ‘supply chain’ covers the whole business, planning, management and continuous improvement of the flow of materials, information and money, which offer added value. The more fragmented and globally divided the process, the higher risk that it will be interrupted by criminal activities and become unstable.

Drawing 1. Risks influencing the supply chain.

Industrial

espionage

Product and

brand piracy

Corruption

Suppliers'

fraud

Sellers' fraud

Terro

rism

Data

manipulation

Sabotage

(own manipulatio

n)

TheftOrgan

isatio

nal erro

rs

in the p

rocess

Source: Own presentation, Ulrich Franke, PhD.

7Magazine for Raben Group Customers

eXPeRT’S vIeW

All participants of the chain of added values, including logistics service providers, are potential targets of attacks. Another example of unlawful acts in logistics is the theft of products and such incidents have been on the rise in Europe in recent years. Figures presented by TAPA (Transported Asset Protection Association) show a drastic and worrying growth in the number of stolen trucks and cargo stolen from trailers or warehouses. According to TAPA, Germany noted 192 cargo and warehouse thefts in the first three quarters of 2014. Die Verkehrsrundschau (a weekly logistics magazine published in Germany1) informed about another significant example. It described the police crackdown on an international gang of thieves in Lesquin near Lille in Northern France, who operated in this region for two years. The damage was estimated at several million Euro.

The method in which the organisation operated convinced the authorities that this was an organised group of criminals who firstly made a thorough reconnaissance of the area and then commited thefts (usually at weekends). Such examples highlight the obligation of the management to protect their companies against internal and external risks. What does it mean in practice? The three premises taken into account when building the supply chain so far, i.e. costs, time and quality, must be extended by the fourth dimension concerning security and risk management. Therefore when planning this area we often ask ourselves a question about the selection of trustworthy suppliers, reliable distribution channels, as well as secure transport routes, storage locations and points of sale.

The potential risk to the supply chain should be analysed and estimated. Only after a detailed analysis of the sources of risk, we are able to implement technical solutions, plan and implement proper organisational structures and take appropriate preventive measures. Building on the successive improvement process, which should integrate the most important partners of the supply chain, you must try to anticipate the operations of the criminal world or, even better, be one step ahead of them. In order to ensure meeting legal requirements and limit the responsibility of the management, it is necessary to manage risk and security of the supply chain. Apart from standard procedures, it is important to build a proper compliance system which guarantees that the operations comply with legal regulations and standards. Just like with quality and the ISO 9000 certification, the company management can document their achievements in the field of security to the outside world through ISO 27000 (IT Security) and ISO 28000 (Supply Chain Security) certificates. Due to the continuously growing risks, reliable management of security in the supply chain will soon become a major element of gaining competitive advantage.

Ulrich Franke, PhD

2012286

200177

88

64 62 5035 34 25 25 21

ESPSAPOLSWERUSAUTITAFRAGBRBELDEUNED

2013

Source: TAPA ‒ Transported Asset Protection Association.

Ulrich Franke, PhD

is the Director of the Supply Chain Security Institute. For 10 years now Dr. Franke has been advising the leading manufacturers of consumer goods, as well as many large retail chains in risk managements and security in logistics. Being a qualified forwarder, Dr. Franke studied economics of enterprises and received a PhD degree at Cranfield University (Centre for Logistics and Transportation) in the UK. For many years he held managerial positions in industry and logistics. He was also a professor of logistics and supply chain management at the College of Logistics and Economy in Hamm (SRH Hochschule für Logistik und Wirtschaft). He was the vice-chancellor and director of this specialised school for over 3 years.

1 http://www.verkehrsrundschau.de/franzoesische-polizei-ueberfuehrt-frachtdiebe-1570173.html, state on 07.02.2015.

Drawing 2. Incidents of cargo thefts per country in Europe.

Autoportret8

SeCURITy

A question arises how to select the right provider, whose competencies in customs clearance formalities

would form a stable and strong link in the whole supply chain. State authorities can be of help thanks to the AEO Certificate ‒ Authorised Economic Operator ‒ which is applied to companies seen as a reliable and trustworthy logistics operator. In Raben Group the AEO was granted to the companies in the Czech Republic and Poland (Raben Polska), Hungary and in Germany.

A trusted partnerThe AEO status confirms safety and efficiency in the whole supply chain. Obtaining it is connected with meeting many requirements, not only by Raben Group companies, but also by its Suppliers and Subcontractors. One of the requirements is that each carrier ensures safety during transport, for instance by not leaving shipments without supervision, carrying out transloading in safe conditions which prevent the access of unauthorised persons.

Among the areas tested during the AEO certification procedure there is, e.g. a process connected with the operations of the customs agency. Many risks occur at this stage. One example is failing to properly secure transport documents which results in high financial penalties. On the other hand, errors in preparing documentation concerning shipments exported to the

East of Europe may cause delays at the borders or in customs agencies, which is often connected with high costs. Also the procedure of document verification is audited, which allows for obtaining approval or disapproval for clearance, i.e. permission for trade in a given country. This in particular applies to dual-use items which can be used to manufacture weapons or poisons.

Beneficial solutionThanks to the AEO Certificate we offer our Customers a number of benefits connected with the whole customs process. Above all it means quick and easier access to simplified procedures and faster processing of applications. Our shipments are treated with priority if they are spot-checked. For Customers it means shorter customs procedures, decreased costs and smoother transport. Additionally, we gain the possibility of clearance at any time and in any selected place. In this way we minimise the demurrage and parking costs. All those conveniences translate into measurable benefits for Customers in the form of a stable and efficient supply chain in which customs procedures are a strong and safe link. We minimise the risk of penalties, theft or extended times of product delivery. And the most important is that Customers gain the trust of their foreign partners.

Piotr SkiporRegional International Distribution Director

Raben Polska

Customs Agency – an important

link

When planning to enter a new sales area, every manufacturer faces the dilemma of selecting the right partner who can guarantee safe flow of goods. Very often selected export markets lie outside the borders of the European Union which additionally requires organising customs clearances. And here assistance is offered by logistics operators who have specialised agencies as a part of their comprehensive service.

In Raben Group the AEO Certificate was granted to the companies in the Czech Republic, Poland (Raben Polska), Hungary and Germany.

9Czasopismo dla Klientów Raben Group

SeCURITy


Food safety is the area of interest and care of all those involved in individual stages of the supply chain, starting from suppliers of raw materials to food producers, logistics operators, vendors and consumers. In Raben Group we have a multilevel approach to this issue. We take into account safety in warehouses, during transport, as well as the proper fleet adjusted to the requirements of the food sector.

Together, yet separately

The delivery process in everyday regular transport connections often requires logistics operators to con-

solidate loads in one trailer. It is caused by the need to optimise the connections and costs for the Customer. A problem arises when it is necessary to consolidate food shipments with other products. Based on the conducted risk analysis combined with the needs analysis of the Customers of Raben Polska from the food sector, a decision was made in 2014 to pur-chase 96 new reefer semi-trailers additionally equipped with so-called partition walls. They mostly service everyday connections between the branches of Raben Polska.

How is it different from the solutions used so far?A partition wall allows for “building” two tightly separated cargo spaces in one trailer (see attached graphics). This solution is used for simultaneous transport of other goods with food shipments without the risk of contact between those two different product groups. It is a portable element which allows for flexible division of the cargo space into two parts in different configurations, e.g. 50%/50%, 40%/60% and 25%/75 %, depending on the needs of the current route or cargo. What is more, in one area we are able to guarantee a specific, defined temperature. Safety of this solution is clearly seen when we take into account dangerous situations which may occur during the transport of shipments. It may be, for instance, a leak

of one of the transported substances which will contaminate the food shipment, a road incident that will cause a shift of the food cargo or a crash with another shipment in the same trailer. All those risks are significantly limited thanks to the application of partition walls.

Safely and ecologicallyThe application of this solution also brings financial benefits. They are connected above all with better filling of individual transports due to the possibility of safe combination of food shipments with other products. It is also important that the trailers are equipped with the additional floor (beams allowing for stacking of shipments).

We also gain savings from decreased fuel consumption of the cooling unit. It is possible thanks to the limitation of cargo space for food products which require controlled temperature. It is an additional benefit for the natural environment due to the reduced CO2 emissions.

By implementing the new trailers with partition walls we have offered a new standard which additionally aims at increasing the safety of transported food products. Raben Polska has chosen reefer semi-trailers by Schmitz (SKO 24/L – 13.4 FP 60 COOL) with Carrier Vector 1350 cooling units. By eliminating risk, we are building dedicated and modern solutions.

Rafał Kukotko Transport Manager

Raben Polska

10 Autoportret

SeCURITy

(Un)safe cyberworld

In today's world, risks to information security have become commonplace. Companies which took part in the survey “Global State of Information Security 2015” carried out by PWC noted a 48 per cent increase in the number of recorded incidents (such as system break-ins, data phishing, etc.) in 2014 as compared to pervious period.

Taking into account the technological expertise of contemporary cyberattacks, it can be assumed that

the majority of them are successful and go unnoticed. One of the companies specialising in this field claims that 71% of the attempted break-ins are never discovered.1 This situation proves low efficiency of processes and solutions used to monitor

breaches in IT systems in the business world. The related risk is becoming more and more serious.

Three pillars Raben Group has a comprehensive approach to building the Information Security Management System based on three pillars.

PeopleTaking care of information security is the responsibility of every Employee. We are systematically building their awareness of risks existing in the cyberworld. We are showing them how to use information systems and what to do if any breaches are discovered in this area.

Risk under controlDuring the last decades, market approach to risk management has been changing. At first areas of interest included responsibility or occupational health and safety. Later on, new fields were added, like business continuity, insurance, corporate governance.

Even before the financial crumble of 2008, the approach to risk manage-ment was evolving towards the

holistic concept of the enterprise and its environment. Experience gathered during that period confirmed previous directions of changes. Only an integrated approach allows for efficient management of risks, their assessment, implementation of correct control mechanisms, and finally for appraising the effectiveness of undertaken actions. The evolution of the approach to the topic of risk has been presented in drawing 1.

Perfecting the organisationIn 2005 Raben Group implemented the first versions of the “Risk Management Policy”.

Since that time this topic has been gradually expanded to cover wider scope of operations of our companies. It is used, among others, in Business Continuity Systems, Occupational Health and Safety or assessing legal risks (Compliance Policy1).

Risk management is also important in operations. During reviews of identified dangers, inventories of the existing control mechanisms and their efficiency, which are regularly conducted by operational departments, it is possible to identify the so-called first-tier risks which must be taken care of with special attention. Many areas have been identified which are managed by Raben companies through influencing the

impact, as well as their probability. Among them, fire risk is of great importance.

Warehouses An important initiative within the integrated management systems is conducting trainings which raise the awareness of Employees responsible for operations and sales of services. Within the programme, Employees are able to, e.g. expand their knowledge of fire protection standards.

Additionally, control mechanisms have been implemented in order to thoroughly analyse the goods stored in individual warehouses with reference to the design assumptions of the particular facility and its fire protection.

Autoportret

SeCURITy


InformationWe have identified the data which are processed by Raben Group companies. The information has been assessed against its business importance. This knowledge has become the foundation and signpost for analysing risks and developing rules of protecting our information resources.

Risk managementEfficient handling of risks which exist in the information world requires using appropriate tools. Based on the methodology implemented in Raben Group, teams of IT experts and operational specialists together prepare possible risk scenarios, the probability of their occurrence, estimated financial and

reputational consequences. In this way we have developed a risk ranking which is the base for implementing security measures proportional to the existing risks.

Supervision and continuous improvementThe dynamically changing landscape of risks requires continuous care and comprehensive thinking. With this in mind, we carry out security tests based on e.g. simulated attacks on our infrastructure. We also organise controlled switches of critical systems to auxiliary environments.

In order to ensure optimum functioning of procedures connected with information security, we carry out regular, periodic audits. We do all this so our Customers can sleep safely in the cyberworld filled with risks.

Maciej Lewandowski Information Security Specialist Raben Management Services

1 Report: Managing cyber risks in an interconnected world. Key observations from the results of “The Global State of Information Security Survey 2015”, PricewaterhouseCoopers.

It is our priority so when offering logistics services we try to adjust technical and organisational solutions to the type of goods which will be stored in our warehouses. It should be added that such solutions are, frequently consulted with Customers, insurers,

or other experts in specific fields. Finally, it is necessary to stress that an effective integrated management system, which takes into account minimising risks, is based on the identification of not only the risks but also of opportunities which can be taken advantage of by individual companies. It is a permanent process with the objective of the most effective control of risks and continuous raising awareness of all Employees.

Monika Appolt-BubaczRisk Director

Raben Management Services

1 System for ensuring compliance of operations with the law, as well as with other voluntarily adopted rules of conduct.

managementsystems

controlsassessment

Turnbullguidance

corporate social

responsibility(CSR)

sociallyresponsible

investing (SRI)

post-war 1960/70s 1970/80s 1990/00s 2000s-

integratedmanagement

system (IMS)

IMSstandards

and guides

riskmanagement

standards

holistic riskintegrated management

holistic riskcorporate governance

‘speculative’ riskrisk management

negative/pure riskhealth and safety

financial

insurance

internalaudit

brand/reputation

IT/e-commerce

businesscontinuity

liability:

people

products

property

negative/pure riskloss control fire

security

environment

businessrecovery

Drawing 1. Evolution of risk management. Source: IOSH Business Risk Management Guidancehttp://www.iosh.co.uk/~/media/Documents/Books and resources/Guidance and tools/Business risk management.ashx

In the previous year, Raben Group built approximately 17,000 m2 of warehouse capacity. The facilities are constructed based on the developed facility standard, which significantly exceeds local regulations and minimum risks of international standards, i.e. NFPA or FM Global (e.g. more effective sprinkler systems, smaller fire zone areas).

2010 2012 2013 2014

42.8milion

28.9milion24.9

milion

9.4milion

2009

3.4milion

2011

22.7milion

Source: Report “Managing cyber risks in an interconnected world. Key observations from the results of The Global State of Information Security Survey 2015”, PricewaterhouseCoopers.

Drawing 1. Average number of security incidents in 2009-2014 (according to a global survey).

117,339 incoming attacks every dayThe total number of security incidents detected by respondents climbed to 42.8 milion this year, an increase of 48% over 2013. That′s the equivalent of 117,339 incoming attacks per day, every day.

12 Autoportret

SeCURITy

When buying food products, consumers expect their favourite goods to be available and

fresh. It is important for retail networks as well as producers to select a logistics partner who, apart from competitive prices, delivery times, is able to guarantee safety of transported and stored products. Temperature control is of key importance here, however the human factor is also significant.

Critical Control PointFresh Logistics, which specialises in the logistics of fresh products, focuses on the implemented Food Safety Management System (compliant with ISO 22000:2005), which guarantees safety of Customers' goods through storage and transport in controlled temperature in the whole logistics chain. Thermal conditions of storing food products at every stage of their route (from the producer to the consumer) always comply with the provisions of the Food Law in force in Poland and the EU countries. Actions undertaken by Fresh Logistics and the implemented procedures are used to monitor CCP (Critical Control Point, which is temperature control),

from the collection from the Customer through the whole process of storage and transport. This requirement is fulfilled e.g. by supervision over the equipment which maintains desired temperature in order to eliminate risk of interrupting the cold chain.

New risksHuman factor is also of significant importance. In this case, food safety is monitored in the context of accidental contamination of food products by biological, chemical and physical factors during storage or processing. Sources of unintentional contamination are identified and then they used to develop a risk analysis in HACCP systems. Currently a more widely discussed topic is “Food Defence” i.e. protecting products against intentional contamination. The major risks are malicious contamination of food with toxic materials, sabotage in the supply chain, or using food for (bio)terrorist or criminal activities. These kinds of attacks may not only lower reputation of global brands but, above all, they may impact the health of consumers. In order to ensure safety of transported and stored products,

Fresh Logistics has implemented the international Food Defence procedures. The Food Protection Plan has been developed. It focuses on the appropriate protection of stored products through comprehensive monitoring of facilities, controlled access to the premises, limited access to restricted areas, identification of visitors, and many others. The applied methods aim at limiting the probability and consequences of a hostile attack and protecting the image of the company as well as Customer. Safe and fresh food on our table is still taken for granted. Meanwhile, we are often unaware of the fact that the route of each yoghurt to the fridge in our home is strictly monitored and protected. As the risk in our contemporary lives is evolving, the danger in logistics of fresh products is also changing. Fresh Logistics follows the trends in order to be a responsible partner for producers of fresh food and retails chains. Thanks to this, we as Customers can feel safe when we eat our yoghurt every day.

Marcin TurskiSales & Customer Service Director

Fresh Logistics

Safety on the plate

Every day, when we reach for a cup of yoghurt, we are often unaware of the multitude of processes and solutions which are necessary so that we can have it on our table.

The route of the product, commonly referred to as “from farm to fork”, is strictly controlled at every stage using advanced technological and IT solutions.

Monitoring individual elements of the supply chain aims at not only maintaining the highest quality and safety of the product, but also at building trust of the producer

and consumer in the selected transport company.

Food Defence – standard aimed at protecting food against intentional contamination.

CSR


Scientists from Harvard University have recently discovered that polluted environment increases the

risk of autism among children. The analysis showed that high air pollution may double the risk of this affliction. Small particles of dust, coal and other chemicals may enter mother's blood stream and damage the brain of the foetus.2

An important aspect of childhood is the sense of belonging to a larger community which tells us to perceive a threat to the world as a danger to ourselves. Environmental and social aspects stimulate the imagination also of adults. Following the rule of Muhammad Yunus saying that “the process of transforming the mechanisms of global management must start from ourselves”, more and more people are uniting around the common cause, creating non-governmental organisations or social movements fighting for a “better tomorrow”.3

Socially responsible companies are called “conscious citizens”. By managing their risks, they show their care for our common good. They look further ahead, engaging more and more stakeholders and participants of the supply chain. They are aware that their responsibility does not end at products and services which they market. In Raben Group, we care for the health and safety of all stakeholders. This is the firstof our five CSR aims. However, we should remember that in the time when over 80% of the company value is its intangible assets, and its reputation can be crushed by one irresponsible action, corporate social responsibility is also a part of risk management. Careless behaviours of employees or suppliers may result in a risk not only for the company but also for the widely understood environment. We are aware of this and that is why we carefully select our service providers who sign the Code of Ethics of Raben Group before starting the cooperation.

Logistics companies are a significant part of the safe and responsible supply chain. The awareness of the people they employ and cooperate with influences the quality of products which we find in our refrigerators and on our tables. Improper storage or transport may have catastrophic results. Image and financial consequences for the company; dangerous and sometimes even lethal for the environment. That is why it is extremely important to choose a responsible logistics partner who is aware of his role because even if we avoid responsible actions, we can't escape the consequences of doing so.

Marta SzymborskaCSR Leader


Scientific research proves that polluted environment leads to many diseases. Problems appear already at the start... In such conditions there are more children being born

with low birth weight and they have a higher risk of developing diabetes or high blood pressure than newborns with normal weight.1

CSR – childishly simple?

1 Gazeta Wyborcza, Brudne powietrze=małe dziecko, p. 13, 07.02.2015.2 http://www.polskieradio.pl/23/266/Artykul/1331276,Zanieczyszczenia-powodem-autyzmu, state on 07.02.2015.3 ibid, p. 9.

Autoportret14

ReGIoN

Raben Transport runs the authorised service station of DAF and Schmitz vehicles. It consists of bays for

mechanical and accident repairs equipped with tools for straightening frames and cabs, as well as comprehensive tyre services Additionally, the station has diagnostic equipment for repairs of ABS/EBS braking systems for most types of trailers and semitrailers. Our regional motor vehicle diagnostic station allows for carrying out technical check-ups for all trucks and cars.

Technical condition = safetyIn order to render services of the highest quality, which guarantee safety of drivers of serviced vehicles and other motorists, we are continuously streamlining our procedures and gaining new qualifications. We are an authorised service station for AMA and BAR loading platforms, as well as SAF and BPW axles. We are also a partner service station for Eberspacher heating systems and Carrier cooling units. As one of the few service stations in Poland, we are authorised for repairs of Ferroplast reefer semi-trailers by Schmitz. All this means that by choosing us, the Customers receive the service of the highest standard.

When dealing with the verification of technical condition of vehicles, we don't forget about such important elements as minimising the risk of repairs which lies on the side of the Employees. Continuous analysis of incidents and gathering information about potential risks helps us in many cases to eliminate risk even before an accident occurs.

Order and ecologyWe take care of safety also by keeping order in the whole area of the service station. Spilled oil or improperly stored spare parts can be a cause of an accident. Being active in this area, we run periodic trainings for our Employees. What is more, we are implementing the 5S system in our station. Its key aspect is high attention paid to keeping order in the workplace and the standard connected with positioning the tools and equipment. This eliminates the risk connected with disorder and offers quick and intuitive access to necessary equipment.

Writing about safety in the context of a vehicle service station, it is impossible not to mention ecology. Dangerous waste management and trade of cooling agents used in road transport are interconnected. We are an authorised service station for several most important manufacturers in the automotive sector, whose quality standards are very high.

Raben Transport perceives taking care of safety as a process which is continuous, development-related, and permanently connected with our operational strategy. Fully operational vehicles have tremendous impact on road traffic and on the life and health of drivers. It is the cornerstone on which we build all our operations.

Paweł KłosowiczService Station Manager

Raben Transport

Striving for technical excellence

One of the key elements of the operations of a vehicle service

station is the question of safety, not only in the context of the

Employees but, above all, of all Customers of our services.

The very idea of functioning of a truck service station is based

on verification of technical condition of vehicles, which directly influences road and

drivers' safety.


ReGIoN

Raben Group has offered such a solution to Customers by opening a new logistics centre in Sosnowiec which

is a consolidated warehouse with goods for several countries in one facility and which offers distribution of shipments within 24h inside Poland, the Czech Republic, Slovakia and partly in Hungary. The Baltic States and Austria are serviced within 48h, Germany, the Netherlands, Belgium and Romania from 48h.

One location – many opportunitiesThe comprehensive offer of the logistics centre in Sosnowiec is especially beneficial for Customers who would like to use one central warehouse to distribute groupage shipments and part truck load transports in the area of Central and Eastern Europe. What is more, concentrating all operations under one roof minimises costs. Every day from the Silesia region we dispatch approximately 50 - 60 domestic shuttles2 and approximately 15 - 20 international shuttles e.g. to our branches in Olomouc, Brno, Prague, Bratislava, Budapest, Zilin, Kosice, Kaunas, Riga, Tallinn, Oss and to our partners in Austria, Slovenia, Romania and in Italy (Como, Altavilla, Arluno).

Modern and ecologicalThe centre is located directly next to the S1 expressway in the industrial zone of the City of Sosnowiec, in the very heart of Central and Eastern Europe. It includes:► cross-dock warehouse with the area

of 5,900 m2 equipped with 59 ramps, on which approx. 2,000 shipments are transloaded every day,

► high-storage warehouse (high of 11.5 m) with the area of 15,900 m2 with the possibility of expansion by another 34,000 m2, equipped with 21 ramps and suitable also for the storage of dangerous goods.

The facilities are compliant with the interna-tional NFPA4 standard. The warehouses are equipped with ecological gas heating and LED lighting while the floor is secured with a membrane protecting against leaks of dangerous substances to the environment. The whole facility, and especially the flow of shipments in the warehouse, is monitored by a modern system of cameras which guarantee security and information about shipments.

Consolidated offerHaving modern infrastructure at our disposal, we have prepared an offer of logistics

outsourcing in which we accept goods, identify and store them, and then manage stock levels according to the preferences of our Customers. We accept shipping orders and pick individual shipments according to Consignee's orders from different countries. An important addition to our offer are the services of labelling, foiling and preparing promotional sets. Currently we are also establishing customs agency services. Sosonwiec HUB is an innovative solution which allows our Customers to more effectively manage logistics and optimise their stocks.

Łukasz PełkoRegional Director

Raben Polska

1 Data for 1st-3rd quarter of 2014, www.gus.pl (Polish Chief Statictics Office).2 Shuttle ‒ regular daily connection between distribution centres.3 Part of Balkans: Albania, Bosnia and Herzegovina, Montenegro, Kosovo (partially recognised state), Macedonia, Serbia (apart from Vojvodina),Croatia (Dalmatian sector).4 NFPA (National Fire Protection Association) – international organization that deals with fire protection.

Sosnowiec

PL

DE

RO

BG

CZSK

NLBE

IT

24 H48 H

48-72 H72-96+ H

LT

LV

EE

SI

HUAT

UA

(Budapeszt area)

Balkans3

SoSnoWiEC HUB – an innovative solution for the supply chainCountries of Central and Eastern Europe (CEE) are important sales markets for Polish producers. For instance, the Czech Republic is on the third place in terms of the value of export in billions of Euro1. Therefore it is extremely important to find a logistics model which would guarantee the most time- and cost-effective availability of products on the target markets.

16 Autoportret

ReGIoN

Fast shipments for e-Commerce in UkraineE-commerce is one of the most rapidly

developing sectors in Europe. “European B2C E-commerce Report

2014” estimated that the Ukrainian B2C market in 2014 will grow by 21.6%. Raben Group has spotted the potential of the internet market and we are developing dedicated solutions. In the e-commerce sector, the time of delivering shipments to individual customers plays an important role. That is why we are continuously working on shortening lead times for individual shipments.

For 2015 we have planned the implementation of an auxiliary interface for our Warehouse Management System. It will allow online shops to forward orders from their Customers and simultaneously order shipments to be dispatched to them. It will be possible thanks to the alignment of the warehouse order placing system with the system of the courier company we cooperate with. This will eliminate the need to print extra orders for couriers and will expedite the process of sending shipments. On the other hand, the seller will place two orders

(concerning warehousing and transport) by “one click of the mouse”. The implementation of the system has been planned for the second half of 2015 and it will be available for our e-commerce Customers in Ukraine. Currently the same system is used in Poland.

Oksana TerpyloPR & Marketing Specialist

Raben Ukraine

EKÁER – new regulations in HungaryThe Electronic Public Road Trade Control System in Hungary since January 1, 2015.

EKÁER was approved by the Parliament as an element of the tax package for 2015. Its aim is to prevent and eliminate VAT tax fraud in road transport and flow of goods. Since the beginning of this year, trans-ports with goods purchased in the EU, intra-community deliveries and first taxable purchases by customers which are not endusers, will be allowed only for tax payers with the EKÁER number assigned by the Electronic Public Road Trade Control System. In order to obtain this number, the tax payer has to electronically report the data concerning the particular shipment in the system administered by Hungarian tax services.

“The duty to provide information causes many problems for all involved in the trade of goods and constitutes a significant change for our Customers. On the side of Raben Group we are trying to smooth out the transition to the new situation for our Customers. For each registered transport we provide the registration number of the truck which will be used for the service. It is required in order to obtain the EKÁER number” ‒ explains László Kauba, Domestic Distribution Manager.

Bolyki ÁgnesMarketing and PR Specialist

Raben Trans European Hungary

17Czasopismo dla Klientów Raben Group

ReGIoN


ostrava– Modern

location

Raben Logistics Czech has moved in the first quarter of 2015 its branch in Ostrava to a newly built logistics

terminal in Ostrava Business Park. This is a very positive change due to the convenient location as well as modern and ecological storage facilities. The total area of the park is 54,000 m2. The area of Raben Logistics Czech consists of administrative and warehouse area of 1,174 m2 and a capacity of 1,100 pallets.

The warehouse has a working height of 10 m and is equipped with four hydraulic ramps and one direct ramp. There is also a racking system, dust-free floor, warehouse management system and security cameras connected to the main security headquarters. The advantages of the site, apart from its good location, are high-end technical solutions – an eco-friendly and energy efficient A class warehouse.

Veronika BrázdilováMarketing Specialist

Raben Logistics Czech

I am glad that we decided to take this step of moving the

branch to Ostrava Business Park. This will support the future enlargement of our offer, as well as performing logistics services at the highest required level, said Petr Omamík, Raben Group Branch Manager in the Czech Republic.

A number of tests were conducted within the system to streamline our operations and behaviours in case

of sudden, dangerous incidents. Care for safety affected our guests in particular. All visitors to our company are informed what regulations are in force in the facility. They refer, among others, to smoking ban, maximum speed limit of 15 km/h, mandatory application of chocks while parking a trailer at the ramp. Additionally, the whole facility is monitored and security guards have the right to check visitors' IDs. We also pay special attention to safety of our Employees.

We use a variety of protective equipment, such as personalised hi-vis vest for every member of our team. The Business Continuity Management System is being implemented in other Raben Group companies.

Jackie AalbersInside Sales & Marketing

Raben Netherlands

Feel safe as our guestIn 2014 Raben Netherlands joined Raben Group companies that implemented the Business Continuity Management System, which strengthened our procedures in the area of the widely understood safety.

Raben Group has been providing services in the Baltic States since 2004. We have a network of branches in

the key locations, which facilitates quick and efficient transports. In domestic distribu-tion, deliveries are executed within 24h. Lithuania, Latvia and Estonia are serviced by everyday, regular transport connections. This allows for fast flow of our Customers' goods, which increases their competitiveness. In September 2014 we launched a new, direct connection with Poland. Thanks to this, we are able to offer shorter delivery times to other European countries, like the Netherlands, Belgium or the Czech Republic. Customers trading with Germany and Italy are able to use our bi-weekly fast connection with Lithuania. All this makes us a trusted and reliable partner for our Customers.

Viktorija BaublyteMarketing & Quality Specialist

Raben Lietuva

Well connectedBaltics

18 Autoportret

SHe

18 Autoportret

Speeding, alcohol, fatigue are topics well-known from social campaigns, just like the rules of using seatbelts

or seats for children. However distractions are the subject often disregarded or unnoticed by drivers. Road accident statistics show that every third incident is caused by a distracted driver. The main sources or distractions have been presented in above drawing. Distractions have a multilevel impact so e.g. a phone conversation influences the field of vision. There is also the physical aspect (we take our hand from the wheel when texting), and the cognitive aspect (our thoughts shift to the conversation).

How to avoid distractions? Follow the tips below:1. Reduce the use of electronic devices

to minimum. They distract our sight and thoughts from the road, which causes “blind driving”.

2. Keep both hands on the wheel (put business documents, laptop, newspapers and shop-ping into the boot. This is the safest place for them).

3. Be focused on driving. After fastening your seatbelts and starting the engine, switch off the thoughts about work, family problems or other equally emotional topics.

4. Do not let the passenger called “time pressure” go with you. This dangerous

“guest” is the reason for many improper behaviours. Remember that activities like eating, drinking, smoking or reading e-mails should be done before the trip or during a stop for rest.

Be focused on driving, look ahead so nothing can surprise you on the road.

Grażyna ŁukasikSHE Project Manager


“Daydreaming” at the wheelHave the advanced driver assistance systems decreased the number of road accidents? Unfortunately not. Statistics show that the most common cause of road accidents is the driver's behaviour and not technical condition of vehicle or weather.

5%oTHER

oCCUpAnTStalking or looking at others in car

7%oUTSiDE pERSon

oBjECT oR EvEnT

rubbernecking

2%EATinG

oR DRinKinG

2%ADjUSTinG AUDio

oR CliMATE ConTRolS

1%MovinG oBjECT

in vEHiClEpets,

insects or cargo

12%CEll pHonE

USEtalking, listening, texting, dialing

2%USinG oR REACHinG

FoR DEviCE / oBjECT

radar detector, CDs, earbuds

1%ADjUSTinG

vEHiClE DEviCES /

ConTRolS mirrors, windows,

door locks

1%SMoKinGRElATED

smoking, ashing lighting up, in tray

Be focused on driving, look ahead so nothing

can surprise you on the road.

Drawing 1. Factors that reduce concentration while driving.Source: https://www.erieinsurance.com/-/media/files/distracteddrivinginfographic

19Czasopismo dla Klientów Raben GroupMagazine for Raben Group Customers

To research or not to research – that is the question

19

CUSToMeR SeRvICe

Thanks to research it is possible to learn about the changes which occur in the environment of the company.

Research also forecasts trends in shaping market phenomena or processes and defines the potential of the market where the company operates.

That's all about theory but how does it work in practice? In a sense, marketing is about creating the future. In order to deal with it, one must forecast dynamics of the market and competitors. Research is an essential element of that puzzle. It is currently the standard of practically every organisation and it is difficult to imagine running a business without it. Nevertheless, this term is used to describe more and more phenomena which have very little to do with its definition. In the so-called “professional” publications one can observe the growing popularity of phrases unsupported by any sources, such as “it is estimated” or “experts claim”. It is thanks to research and monitoring that we are able to take decisions concerning the place and time of offering services or creating new niches.

Research has its limitations Above all, it must have a specific objective. It is not enough to have an idea that “it would be nice to know” or that “we should check what Customers think”. General motivations have to be specified at the start. Otherwise it is not worth conducting research because it is a perfect way to waste time and money.

4-Yes1st Yes – because it is used for

communication between organisation and its environment. Thanks to it we find out the opinions of our Customers, Partners, Competitors, neighbours, other market users and stakeholders. We are not only able to listen to them but also to learn a lot.

2nd Yes – because thanks to it, it is easier to follow actions of the competition. To check which brands are recognisable by respondents, what they are associated with, what risk they pose to us, how we can compete with them effectively.

3rd Yes – because thanks to it we can streamline decision-making processes, improve services and products.

Select which channel is optimum for communicating with Customers. Without research, the only thing that is left is intuition.

4th Yes – because thanks to it we verify the accomplishment of business objectives. Is the quality of Customer Service sufficient? Are we recognised in our target group? Without research, it is difficult to imagine strategic thinking about the brand.

While dealing with marketing research you shouldn't ask respondents about things they have no right to know. They can tell us about their feelings but they will not run our business. As an anonymous Customer once said: “Stop relying on the information about me and start paying attention to the information from me.”

Katarzyna Ostojska Research & Market Analysis Manager


According to the definition, marketing research is systematic gathering, storing and analysing data connected with functioning of a business. It often allows for recognising problems, mistakes and helps to select feasible improvements in the process of planning, sales as well as promotion.

Stop relying on the information about me and start paying attention

to the information from me.

MyRaben.com

Tracking domestic and international shipments

Comprehensive information on warehouse orders

Wide possibilities of reporting

Complete details of payments and invoices

One systemMany possibilities