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Total Quality Management is considered a differentiator for organizations, since it seeks to reduce errors and waste, adding value to companies. The aim of this study was to assess the quality tools adopted by a company in the telecommunications sector in the city of Montes Claros (MG) and to analyze the process of managing corporate contracts, comparing some relevant indices and taking into account the processes before and after the implementation of Total Quality Management. The scientific research methods used to carry out this work included a case study, data collection and documentary research, carried out within the organization, using the technique of participant observation. The organization, which previously had a high number of contract rejections, now has a considerable reduction in this number after the implementation of the quality tools, so it is worth noting that the insertion of the Total Quality tools in the organization has brought visible and measurable benefits to the company in question.
About the author
Warielle Cristine Ferreira da Rocha is an administrator who graduated from the Federal University of Minas Gerais, where she received a Pro-Night scholarship and was supervised by Professor Dr. Helder dos Anjos Augusto. She is currently studying Law and works in Project and Process Management at the Pontifical Catholic University of Campinas.
