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Costs of the quality are usually related to prevention, internal flaws, external flaws and inspection. Those costs must be managed, and for this reason companies have been looking for the implementation of quality programs, for the purpose of improving your products and services, as well as to increase your profits. In that perspective, the present study has as objective to analyse the costs of quality of a Potiguar restaurant located in the city of Natal, that took part in the Better Tourism Program in 2006. It treats of a research of qualitative character about the mensuration of quality costs based on the fitted out period: January of 2006 to May of 2007. The data were obtained by means of semi-structured interview as well as accounting reports for verification of the existent connections among the variables that integrate the costs of quality of the company. The results show that to join to the certificate, it brought benefits to the entity, for a real reduction of errors noticed in the first semester of 2007, fixation in a market more and more competitive and better work conditions. Finally, the analysis of costs evidenced as expenses made in relation to quality benefited the organization.

CUSTOS DA QUALIDADE: A EXPERIÊNCIA DE UM RESTAURANTE POTIGUAR NO PROGRAMA TURISMO MELHOR