Margaret Heffernan

And I think that still is true of this business - which is basically research and development - that you probably spend more time in planning and training and designing for things to go wrong, and how you cope with them, than you do for things to go right.

Well, there's no question that the law passed in 1996 was flawed. It deregulated the wholesale market, meaning the price that the utilities had to pay energy companies for power, but not the retail market.