摘要：The issues approach in this research show the benefits of the implementation of ISO 9001 standard in different companies as well as the importance of certain criteria with respect to customer satisfaction and confidence. This standard specifies requirements for a quality management system and it is based on a number of quality management principles including a strong customer focus, the motivation and implication of top management, the process approach and continual improvement. The criteria taken into account help to improve the quality management system of the organization. The purpose of this paper is to identify the changes due to the implementation of a quality management system based on ISO 9001 standard in a porcelain factory, named S.C. Apulum S.A. and to analyse the customer satisfaction and confidence within the company considered through the implementation of the standard mentioned above. The analysis of customer satisfaction and confidence was achieved by taking into account certain measurable criteria established in the company considered, criteria that have been introduced into a formula. In conclusion, it is obvious that after the implementation of the requirements of ISO 9001 standard the situation regarding the quality process and product has been improved considerably. Also, the results show that there were several variations in the period considered (2010-2017).
