Objective: Analyze the benefits of adopting total quality in a water supply company, aiming to improve service quality and customer satisfaction. Theoretical Framework: A literature review was conducted as a basis for understanding the key concepts of TQM, the dimensions of service quality, and the essential elements for the successful implementation of TQM in the context of the analyzed company. Method: The research is classified as a case study with an applied qualitative approach. To achieve the proposed objectives, techniques such as documentary research, literature review, semi-structured interviews, and direct observation were used. Results: The analysis of the results demonstrated that the water supply company faces significant challenges regarding service quality. From the TQM approach, opportunities for improvement were identified in different areas of the organization, both in the reliability of the services' outcomes, including the water treatment process and maintenance of the distribution network, and in customer service. Research Implications: The research suggests that the water supply company should adopt TQM as a strategy to improve service quality, promote customer satisfaction, address internal challenges, and seek constant improvement. Originality/Value: The study explores the application of TQM in a public service context, providing practical guidance and insights to improve service quality in a water supply company, with implications that may extend to similar organizations seeking to enhance their services and processes.