IDEAS home Printed from https://ideas.repec.org/a/hrs/journl/vxiiiy2021i1p153-168.html
   My bibliography  Save this article

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
    as

    Download full text from publisher

    File URL: http://www.rsijournal.eu/ARTICLES/June_2021/11.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Dimitrios Tsiotas & Serafeim Polyzos, 2018. "The Complexity in the Study of Spatial Networks: an Epistemological Approach," Networks and Spatial Economics, Springer, vol. 18(1), pages 1-32, March.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. 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.
    2. 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.
    3. 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.
    4. 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.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Dimitrios TSIOTAS & Nikolaos AXELIS & Serafeim POLYZOS, 2022. "Detecting City-Dipoles In Greece Based On Intercity Commuting," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(1), pages 11-30, June.
    2. Christos Ap. LADIAS & Filipos RUXHO & Fernando Jos? Calado e Silva Nunes TEIXEIRA & Susana Soares Pinheiro Vieira PESCADA, 2023. "The Regional Economic Indicators And Economic Development Of Kosovo," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(1), pages 73-83, June.
    3. Serafeim POLYZOS & Dimitrios TSIOTAS, 2023. "Interregional Transport Infrastructures And Regional Development: A Methodological Approach," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 18(2), pages 5-31, May.
    4. Veacheslav SHEBANIN & Iurii KORMYSHKIN & Alona KLIUCHNYK & Iryna ALLAKHVERDIYEVA & Valentyna UMANSKA, 2022. "Tools Of Formation Of The System Of Socio-Economic Security Of Territorial Communities Of The Region," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(1), pages 127-136, June.
    5. Serafeim POLYZOS & Dimitrios TSIOTAS, 2020. "The Contribution Of Transport Infrastructures To The Economic And Regional Development: A Review Of The Conceptual Framework," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 15(1), pages 5-23, February.
    6. Tsiotas, Dimitrios, 2021. "Drawing indicators of economic performance from network topology: The case of the interregional road transportation in Greece," Research in Transportation Economics, Elsevier, vol. 90(C).
    7. Filipos RUXHO & Christos Ap. LADIAS, 2022. "Increasing Funding For The Regional Industry Of Kosovo And The Impact On Economic Growth," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(1), pages 117-126, June.
    8. Shixun Wang & Lihong Yang, 2022. "The Network Structure of Innovation Networks," Networks and Spatial Economics, Springer, vol. 22(1), pages 65-96, March.
    9. Antoneta POLO & Enkela CACA & Ilirjana ZYBERI & Christos Ap. LADIAS & Filipos RUXHO, 2025. "Foreign Direct Investment In Real Estate In Albania And Its Impact On Gdp," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(1), pages 135-142, June.
    10. Filipos RUXHO & Christos Ap. LADIAS & Ali TAFARSHIKU & Edib ABAZI, 2023. "Regional Employees Perceptions On Decent Work And Economic Growth: Labour Market Of Albania And Kosovo," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(2), pages 13-23, June.
    11. Dimitrios TSIOTAS & Labros SDROLIAS & Georgios ASPRIDIS & Ioannis PAPADIMOPOULOS, 2020. "Geographical And Socioeconomic Determinants In The Topology Of Spatial Networks: Evidence From The Interregional Road Network In Greece," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 15(3), pages 5-28, August.
    12. Umut ERDEM & Dimitrios TSIOTAS & K. Mert CUBUKCU, 2019. "Population Dynamics In Network Topology: The Case Of Air Transport Network In Turkey," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 11(2), pages 5-20, June.
    13. Ilirjana ZYBERI & Antoneta POLO, 2021. "Impact Of Service And E-Service Quality, Price And Image On The Trust And Loyalty Of The Electronic Banking Customers," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(1), pages 59-68, June.
    14. Dimitrios TSIOTAS, 2022. "A Network-Based Algorithm For Computing Keynesian Income Multipliers In Multiregional Systems," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(2), pages 25-46, June.
    15. Ivano Cardinale, 2022. "Vulnerability, Resilience and ‘Systemic Interest’: a Connectivity Approach," Networks and Spatial Economics, Springer, vol. 22(3), pages 691-707, September.
    16. Areti Kranioti & Dimitrios Tsiotas & Serafeim Polyzos, 2022. "The Topology of Cultural Destinations’ Accessibility: The Case of Attica, Greece," Sustainability, MDPI, vol. 14(3), pages 1-23, February.
    17. Boeing, Geoff, 2018. "Urban Spatial Order: Street Network Orientation, Configuration, and Entropy," SocArXiv qj3p5, Center for Open Science.
    18. Dimitrios Tsiotas & César Ducruet, 2021. "Measuring the effect of distance on the network topology of the Global Container Shipping Network," Post-Print halshs-03408185, HAL.
    19. Vasileios PAPADIMITRIOU & Serafeim POLYZOS & Dimitrios TSIOTAS, 2023. "Renewable Energy Project Appraisal Using The Real Options Methodology," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(1), pages 85-96, June.
    20. Algis KRUPAVICIUS & Ligita SARKUTE & Armand KRASNIQI & Christos Ap. LADIAS, 2024. "Perceived And Desired Images Of Society: How (Un)Equal Is Society?," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(1), pages 55-70, June.

    More about this item

    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

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hrs:journl:v:xiii:y:2021:i:1:p:153-168. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dimitrios K. Kouzas (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.