The Impact of the Implementation of ISO 9000 Quality Management System on the Customer Satisfaction Evaluation Process by the Romanian SMEs

The paper highlights a part of the results of the research carried out at the level of Romanian Small and Medium Enterprises (SMEs) in the period 2007-2010. One of the objectives of the research was to determine the way the Romanian SMEs use the results of evaluation and monitoring of customer satisfaction in the process of redesigning and improvement of the quality of products and services. These results were compared with those obtained in a study with the same purpose, conducted by the authors, in 2003-2004; it resulted a major progress in the process of evaluating and monitoring customer satisfaction by SMEs in Romania. Furthermore, the research carried out showed that there is still significant reluctance in terms of using the results of this process, in connection with the concerns to ensure a sustainable performance for these companies.customer satisfaction, evaluation, monitoring, Small and Medium Enterprises, ISO 9000

Performance Assessment of the Training Service Providers in Romania related to the Criteria of the Common Quality Assurance Framework

The paper presents the results of a questionnaire based survey, conducted at the level of training service providers in Romania, which are more and more interested to implement internationally recognized management system models. The objective of the research was to assess the degree of fulfilment by these organizations of the criteria defined by the Common Quality Assurance Framework CQAF, which was developed by the European Forum for Education and Training Quality. Taking into consideration the obtained results, the authors have established there is a correlation between the degree of fulfilment of the criteria regarding planning (leadership, objectives and values, strategies and planning, partnership and resources) and the degree of fulfilment of the criteria regarding the results obtained by these organizations in relation with the client and stakeholder needs fulfilment, personnel requirements fulfilment and the ones related to the profitability of the organization.quality assurance, training services, performance, quality management system, trening