the effective implantation of total quality management programs has been presenting several dificulties. the particular features related to each organization - due to its operational structure, its specific market, its organizational culture, among others - make it virtually impossible to elaborate a uniquely deployed implantation model. thus, it becomes necessary to adopt a general model, to be adapted to each particular case. within this text, a model developed to implement a total quality management program in a military aircraft depot is presented. the system approach, used to develop the model, allows its basic structure to be used in a broad sense. the implantation process is partially deployed in phases, which must be scheduled and completely detailed according to each specific situation.
