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At a time when many companies are cutting back on "non-essential" personnel and activities, one of the programs at risk of being cut may be quality control. In fact, some large real estate service firms scaled back or eliminated their quality control initiatives years ago in response to earnings pressure. Firms that remain dedicated to providing top-tier client service, however, continue to view quality control and benchmarking as key components of success in every economic climate. The commercial real estate market is in good economic shape now, but if the environment were to become more difficult, we would probably see a "flight to quality" in the property management and leasing business, as in past downturns.
Keywords: standards, benchmarking, continuous improvement, performance, quality control, standards
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