The overall conclusion of this study is that despite managers’ awareness of “soft” TQM concepts and ideas, their level of understanding and knowledge towards these concepts is superficial. Without any doubt TQM has become a substantial issue on the Greek managerial agenda. Nevertheless, Greek managers have to undertake many steps towards the TQM approach before it could be said to be a core organizing principle. Moreover, there is evidence that TQM has affected Greek managers’ perceptions on several aspects of their day-to-day work. However, this effect came mainly from their familiarity with “hard” management practices rather than from their awareness of “soft” notions. This fact suggests that managers hold a realistic view of TQM. According to their view, although the “soft” side of TQM is something “good” and useful in their minds, it has little to do with organizational reality. The one that really matters is the “hard” side.
From our analysis, we can argue that TQM, as a whole new management philosophy with a set of concepts and tools, has started to enter the consciousness of managers in Greek service organizations. We can also argue that there is no particular opposition on the adoption of TQM. Most of the people seem to accept it and tend to see it as part of particular policies attempting to modernize the Greek management system. Nevertheless, the TQM paradigm has not cut very deep into service organizations in general and managers in particular. It has not yet become a driving force. Managers see TQM from a more pragmatic view insofar as, firstly, they focus on the importance of the “hard” side of it and, secondly, they hold a sceptical approach to the actual implications and effectiveness of several “soft” ideas like empowerment and involvement.
Bearing that in mind, we can suggest a variety of scenarios concerning the application of TQM in the Greek business context. A pessimistic scenario would be the rejection of TQM. In the past there have been many examples of rejection of practices