TY - JOUR AB - 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′. VL - 1 IS - 5 SN - 0960-4529 DO - 10.1108/09604529110028805 UR - https://doi.org/10.1108/09604529110028805 AU - Edwards D. AU - Clutterbuck D. PY - 1991 Y1 - 1991/01/01 TI - Motivation and problem‐solving T2 - Managing Service Quality: An International Journal PB - MCB UP Ltd Y2 - 2024/03/29 ER -