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...

As an operating philosophy, TQM has crossed departmental and disciplinary boundaries as a way to increase productivity and improve quality. Information Systems Managers, particularly those supporting legacy systems, face substantial challenges in an organization implementing TQM. A principle...