This study aims to analyze the implementation of TQM in the Public Entities in order to understand the motivations and difficulties these entities face. In order to achieve these objectives, we selected the use of a qualitative and interpretative methodology, applying the case study method and the technique of semi structured interviews with employees of Entity Beta involved in the implementation of the quality process. The main findings indicate that the top managers and all employees were involved in the adoption of TQM in Entity Beta, although an initial resistance by the latter. One of the main motivations for TQM adoption was the concern with the external image and the desire meeting the needs of customers. Regarding the difficulties pointed out, the lack of time was the most highlighted. This application brought many benefits, such as improving processes, encouraging teamwork, increased customer satisfaction and a vision of continuous improvement.

--

Quality, Total Quality Management, Public Sector, Case Study.