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)
yoldi63@gmail.com
Georgios SVARNIAS
Msc. In Public Economic and Policy
georgesvarnias@yahoo.com
Theodore PAPAILIAS
Professor at the Department of Accounting and Finance, University of West Attica
thpap@uniwa.gr
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.
Keywords: Total Quality Management, New Public Management, Customs, Organizational and Managerial Systems
JEL classification: M1, M15, M16, M19