CHANGES OCCURRED IN A PORCELAIN FACTORY DUE TO QUALITY MANAGEMENT SYSTEM IMPLEMENTATION

Adina Sarb (), Liliana Itul () and Maria Popa ()
Additional contact information
Adina Sarb: Doctoral School, Faculty of Engineering, Lucian Blaga University of Sibiu, Romania
Liliana Itul: Quality Department, S.C. Apulum S.A., Alba Iulia, Romania
Maria Popa: Business Administration and Marketing Department, Faculty of Economic Science, "1 Decembrie 1918" University of Alba Iulia, Romania

Oradea Journal of Business and Economics, 2019, vol. 4, issue 1, 47-55

Abstract: 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).

Keywords: Quality Management System; ISO 9001; customer satisfaction; porcelain factory. (search for similar items in EconPapers)
JEL-codes: L00 L15 (search for similar items in EconPapers)
Date: 2019
References: View complete reference list from CitEc
Citations:

Downloads: (external link)
http://ojbe.steconomiceuoradea.ro/wp-content/uploa ... JBE_vol-41_47-55.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ora:jrojbe:v:4:y:2019:i:1:p:47-55

Access Statistics for this article

More articles in Oradea Journal of Business and Economics from University of Oradea, Faculty of Economics Contact information at EDIRC.
Bibliographic data for series maintained by Tomina SAVEANU ().