The current market conditions have led to the situation in which companies operate in an environment in which having a certificate of a quality management system is insufficient to ensure and guarantee customers’ satisfaction on the one hand, and effectiveness and efficiency of the implemented pro-quality system on the other. Among the reasons for this situation the issue connected with the human factor must be emphasized. Therefore the paper deals with the topic related to the importance of social capital in quality management, with a special focus on the improvement of QMS (Quality Management Systems). This subject is important because of the evolution of quality management: from the approach based on inspection to the approach based on total quality management (TQM). Therefore the importance of factors such as employee engagement, trust, teamwork, has increased.