The following work has as objective board the aspect of the Human Resources as an important instrument to the search of the total quality in an urban transport company, the case: Transportes Oriental Ltda. Once the enterprise image depends, especially, on the manner that it employers do their jobs. In this way, it is indispensable the training, development and control of them, resulting in a better rendered service. So, obtaining the client satisfaction, the survival on the market and the success organizational.