ABSTRACT
Introduction In Chapter 1, we presented a traditional approach to improvement programs — logical and sequential. In this chapter, we will look ahead to describe how improvement programs in the future will enter a murkier environment — more complex and chaotic.1 Although improvement programs will still be essential to the success of a business, they will become more closely intertwined with the sustaining and problem-solving parts of the business, so that it will be more difficult to separate one mode of operating from another.
