ABSTRACT
Introduction In Chapter 1, we presented a traditional approach to improvement programslogical and sequential. In this chapter we 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.
