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Total Quality Management In Public Sector, Case Study: Customs Service

Author

Listed:
  • Panagiota DIONYSOPOULOU

    (Dr., Director General of Tourism Policy, Ministry of Tourism, Adjunct Professor School of Social Science, Post-graduate courses, ''Tourism Business Administration Msc, Hellenic Open University (HOU))

  • Georgios SVARNIAS

    (Msc. In Public Economic and Policy)

  • Theodore PAPAILIAS

    (Professor at the Department of Accounting and Finance, University of West Attica)

Abstract

This current article aims to investigate the questions that are related to the existence of the contexts of the New Public Management and the implementation of the principles of the Total Quality Management and, on the other hand, the quest of the choices that have to be adopted, investigating as a case study the Customs Service. In Greece, we could realize for the first time evidence of TQM in the L.2880/2001/FEK 9-3.09.2001 “Programme Politeia for the reform and modernization of the Public Management and other provisions”. Later on, the L.3230/2004/FEK-44.02.2004 “Establishment of a system of management with the target of the measurement of the efficiency and other provisions” was voted. Since then, other provisions have been voted that regulate matters of implementation of the procedures of NPM and of TQM in the public sector. A perch is taken by the L.4336/2015/FEK94.24-08-2015, which states the basic strategic lines for the reform of the administrative structures and procedures, the streamline of the human resources and also the transparency, the accountability, as well as the prevalence of the electronic governance. The Customs, since the 1st of May 2017 belongs to the Independent Authority of Public Revenue (IAPR). It is shown as the characteristic example of the study for implementing the Total Quality Management and illustrates at the same time the weaknesses and the strengths.

Suggested Citation

  • Panagiota DIONYSOPOULOU & Georgios SVARNIAS & Theodore PAPAILIAS, 2021. "Total Quality Management In Public Sector, Case Study: Customs Service," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(1), pages 153-168, June.
    • Handle: RePEc:hrs:journl:v:xiii:y:2021:i:1:p:153-168
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    1. Unknown, 2005. "Forward," 2005 Conference: Slovenia in the EU - Challenges for Agriculture, Food Science and Rural Affairs, November 10-11, 2005, Moravske Toplice, Slovenia 183804, Slovenian Association of Agricultural Economists (DAES).
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    Cited by:

    1. Olha Borysenko & Olena Vasyl’yeva & Olga Katerna & Iuliia Masiuk & Oleg Panakhi, 2022. "Modeling the Risks of the Global Customs Space," JRFM, MDPI, vol. 15(12), pages 1-23, December.
    2. Vita HAVRYLIUK & Andrii HROMYK & Ivan SEMENETS & Tetiana PYLYPIUK & Rostislav MOTSYK & Anna KOSTYAKOVA, 2021. "Digitalization Of Territorial And Economic Systems At The Regional Level," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(2), pages 209-226, June.
    3. Thomai TASOPOULOU & Dimitrios TSIOTAS & Serafeim POLYZOS, 2023. "Investigating The Interaction Between The Topology Of Bus Transport Networks And Regional Development In Greece," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(2), pages 25-46, June.
    4. Dimitrios TSIOTAS & Elias GIANNAKIS & Christos PAPADAS, 2025. "A Modularity Decomposition Model Of Evolving Input-Output Sectorial Structure," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(1), pages 107-133, June.

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    More about this item

    Keywords

    Total Quality Management; New Public Management; Customs; Organizational and Managerial Systems;
    All these keywords.

    JEL classification:

    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • M16 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - International Business Administration
    • M19 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Other

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