Quality Management plays a key role in customer satisfaction and operational efficiency of
internal processes in the service sector. Companies that supply water face a series of
challenges, such as ensuring a reliable supply, maintaining water quality, and providing
efficient service to consumers. In this context, the present study aims to analyze the benefits
of adopting total quality in a water supply company, with the specific objective of describing
the concepts related to Total Quality Management (TQM) as a technical management
approach aimed at customer satisfaction, evaluate the company's performance in relation to
the quality approach and propose strategies for the effectiveness of total quality processes.
The research is classified as a case study with a qualitative approach and an applied nature. To
achieve the proposed objectives, techniques such as documentary research, bibliographical
research, semi-structured interviews, and direct observation were used. The analysis of the
results showed that the water supply company faces significant challenges regarding the
quality of services. From the TQM approach, opportunities for improvement were identified
in different areas of the organization, both in the reliability of the result of the services
provided, including the water treatment process and maintenance of the distribution network,
and in customer service.
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