States that only those quality programmes which concentrate on motivating employees to face and tackle problems stand a significant chance of succeeding. Defines the four main ′tools′ of self‐discipline critical to successful problem‐solving ‐ delaying gratification, acceptance of responsibility, dedication to reality, and balancing ‐ and reveals how to promote these qualities in employees so that ultimately they become ′problem hounds′.
Edwards, D. and Clutterbuck, D. (1991), "Motivation and problem‐solving", Managing Service Quality: An International Journal, Vol. 1 No. 5. https://doi.org/10.1108/09604529110028805Download as .RIS
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