Improving Utilities with Systems Thinking: People, Process, and Technology is a tool for utility leaders to better understand how groups can work together to ensure better performance; value to the organization, community, and environment; coherence; and well-being of the utility through application of systems thinking and a methodology for improvement. The authors examined the management of water sector utilities from a “systems engineering”, or holistic, point of view, starting with the complete system, then defining the components, considering the interactions between them, measuring...