ISO 9000 standards for quality system management are involving a higher and higher number of enterprises and organizations. This paper presents a detailed analysis of certification diffusion in Italy and in some European countries with similar economic structures. Benchmarking and evolution forecasts are based on the "logistic model", traditionally used for studying biological growth phenomena. The presentation is supported by many empirical data, which show that, in many countries, the phenomenon is going to be close to saturation. Finally, some considerations about new developments, after the present "certification era", are proposed.

The paper presents an aiding model to support the management of a high quality e-commerce service. The approach focuses on the service quality aspects related to customer relationship management (CRM). Knowing the individual characteristics of a customer, it is possible to supply a personalised and high quality service. A segmentation model, based on the "relationship evolution" between users and Web site, is developed. The method permits the provision of a specific service management for each user segment. Finally, some preliminary experimental results for a sport-clothing industry application are described.