The probability of providing quality service to the customer is greater when the company's employees are well-qualified and the organization is well structured with standardized and standardized processes. In this scenario, the present study aims to analyze, model and implement a process of quality training, in a company in which the current process has deficits and does not reach all employees efficiently. The research-action method was used, resulting in the modeling of these processes and the implementation of a training program that includes the recycling and evaluation of results.
