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The purpose of this paper is to reveal the appropriate course of actions of any executive toward attaining business excellence, under the limitations and particular conditions that arise in an economic crisis environment.

This paper takes the approach of an extended literature review.

Business excellence is an ideal path for any enterprise which seeks the attainment of a strong competitive advantage in times of economic crisis. This path, through the implementation of the principles of Total Quality Management, leads to a strategic plan that helps the enterprise not only to survive but also to strengthen its position while exploiting opportunities that arise during the recession. The basic elements of such a plan are the satisfaction of all customers and stakeholders, the quest for innovation and the implementation of an aggressive policy in marketing and investments. Toward this target, the most crucial elements are the involvement of the management and, second, the commitment and efforts of all human resources.

The business community and specifically the higher management of any company could reformulate its strategic plan according to the findings of this survey, in order to gain a sustainable competitive advantage over competition.

On the basis of extended literature review, there has been no research work to connect the strategic thinking of enterprises and their management with business excellence in times of economic crisis, which is attempted in this paper. The added value of attaining this goal during harsh times should be a beacon for the higher management in its quest for sustainable competitiveness.

The purpose of this study is to determine the main total quality management (TQM) factors adopted and the respective results achieved by local authorities – municipalities. Determining the degree to which TQM influences the respective results is also an aim of the present study.

A research study was designed to be carried out in Greek local authorities – municipalities, 125 of which were approached through interviews with chief executive officers (CEOs) based on a structured questionnaire. The TQM practices and results identified in the literature were used as measured variables of the questionnaire. Descriptive statistics and linear regression analyses were applied for the purpose of the study.

The TQM philosophy is not highly adopted by the Greek local authorities participating in the present study. Moreover, the Greek local authorities do not seem to derive significant TQM benefits. Finally, adopting TQM strongly and positively influences, first, operational and quality performance of the local authorities; second, citizen satisfaction and society results; and third, employee satisfaction.

Subjective data were collected from the CEOs of a small sample of local authorities operating in a European Union country, under circumstances of financial crisis. Based on these limitations, future research studies are recommended.

Areas for improvement are identified for a local authority to develop a robust TQM model, approach business excellence and derive significant benefits.

This is the first research study in the field of TQM to be conducted at city-level administration in Greece.

The present study focuses on two basic determinants of company innovation, namely, quality practices of top management and process quality management. The purpose of this paper is to explore the impact of these determinants on product and process innovation. Determining the impact of these dimensions of innovation on the market performance of a company is also an aim of the present study.

A research study was carried out on a sample of 433 Greek manufacturing and service companies. Data were obtained through a structured questionnaire from the chief executive officers of the companies. Exploratory and confirmatory factor analyses are applied to extract and validate all the latent factors considered in the suggested model, while their relationships are determined through structural equation modeling.

The analysis of the empirical data shows that both the dimensions of company innovation examined in the present study (product and process innovation) are positively influenced by the quality practices of top management and process quality management. Improving these two dimensions of company innovation, in turn, results in increased market performance.

First, the sample of the responding manufacturing and service Greek companies which includes both small and medium-sized enterprises and large companies and which operate in circumstances of financial crisis; second, the subjective data collected from only one company representative; and third, the examination of only two factors influencing company innovation, are the main limitations of the present study. Based on these limitations, future research studies are recommended.

The empirically validated theoretical model of the present study can guide the policy makers of a company to select a quality management and innovation strategy through which the company can lay the foundations to increase its market performance, and thus, overcome the current economic downturn and financial crisis. Researchers can also use the suggested valid model as an assessment tool, a benchmarking tool and a tool for the design of their future research studies.

The present study contributes to the literature by determining a valid model that describes simultaneously the relationships between quality management factors, product and process innovation and market performance. This is also the first study reflecting Greek companies’ efforts to withstand the current downturn and penetrate the market through innovation.