The world economic scenario has undergone major changes driven by rapid technological
evolution, increased customer requirements and cultural changes. With this, the search for
satisfaction of their needs has become a matter of survival for companies in the face of an
increasingly competitive economic scenario. Investments in the implementation of Quality
Management Systems (QMS), previously seen as a differential, are now considered a
necessity to achieve consumer satisfaction. The general objective of this study is to identify
the result of the implementation of a QMS in a cooperative of health plans of Araguaína - TO.
The methodology used for the production of this article consisted of a qualitative-quantitative
evaluation based on a bibliographical and descriptive research. The studies show that
achieving customer satisfaction is difficult because of the great diversity of requirements
considered by each customer as a key satisfaction factor. In order to reach a quality service,
the cooperative studied invested in the implementation of a QMS in order to change the
culture and the company policy, aiming to meet the main requirements of its clients. After
undergoing major changes aimed at enabling and raising awareness among professionals
focused on meeting customer requests and complaints, the cooperative was able to achieve the
latest ISO certification, and the benefits resulting from this project could be identified through
the satisfaction survey of its clients. consumers.
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