This article was established as the result of an investigation whose objective was focused on analyze participation of human talent at quality management system (QMS) of a company dedicated to providing services in the telecommunications sector, through a descriptive method and quantification of concordance between theoretical and applied respect to customer service, concepts was obtained a result a current picture about the management model on the observation window, which in contrast that in contrast to an exploratory journey through different theoretical foundations generated results in a number new basic concepts that serve as the foundation for managing changes to management models relating to management of relationships with internal customers.