Abstract
In an increasingly competitive world of constant and rapid change, Quality Management is an area that, throughout the history of Administration, has evolved and enabled organizations to adopt an approach that led to organization, standardization, efficiency and effectiveness, with the objective to achieve customer satisfaction. Given the importance of this area, it is relevant for discussions in this regard and, in this sense, this study presents a research with a qualitative approach, whose objective is: To identify how the elements of Quality Management can contribute to the development of processes organizational. We used the bibliographical research to compose the theoretical framework, in search of the main concepts of the area and, also, the application of a questionnaire to ten students of a Bachelor of Administration course, to identify their perceptions about such concepts, making it possible, from of these referrals, analyzes aimed at the research objective, with the collected data being analyzed based on the Content Analysis methodology. After reflections arising from the concepts and analyses, we identified in the results obtained that, among the possible contributions of Quality Management to the development of organizational processes, the set of assumptions, tools and techniques aimed at products and services that correspond to the customer needs, leading to their satisfaction and, through the Quality Control tools, it is possible to mitigate failures, correct errors, develop continuous improvement and quality in activities, directly impacting the
achievement of organizational goals and customer satisfaction.
