This article presents the theoretical model of policy deployment, exploring and organizing its organic features. At first, the featuring process is established, afterwards four complementary elements are defined: the priority system, the structural devices, the conciliatory devices and the information system. The test is done by research method, "research by intervention in one reality". The intervention was promoted in a beer retailer that operates covering a wide geographic area. New findings were gotten therefore leading condition to improve the model proposed.
total quality management; policy deployment
