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| Total Quality Management and Residential Real
Estate Agency Issues Author: Hans R. Isakson and Michael Spencer Start Page: 179 Abstract: This study
explores the implications of applying Total Quality Management (TQM) principles to
residential real estate brokerage, specifically the need for customer focus. Deming's
(1986) TQM system of fourteen points reduced to four distinct subsystems. The most
critical of these is the need for customer focus. Several approaches to agency in
residential real estate brokerage are presented, with an examination of the ease with
which customer focus can be obtained with each approach. The main finding is that customer
focus can be achieved easier with the agency specialization approach. |
