Managers have become skilled at juggling changing priorities. What is different is that customer expectations have changed. People expect shops to be open earlier and later, to get answers on line 24 hours a day, seven days a week, and appointments outside of normal working hours. At the same time there is huge pressure to reduce operating costs, staff numbers and to do more with less. Many traditional project management approaches are about attempting to limit change to 'keep the project on track'. This is fundamentally the wrong approach. If something needs to change with a project it should or you risk project failure. There is no simple solution - but the ideas set out here draw on the approach of some of the most successful companies in the private sector and can really help deliver change which is sustainable, affordable and valued by customers and stakeholders.