“They only notice it when it doesn’t.”
She looked at the report in her hands.
“I think everyone understands now.”
I hoped so.
Because the real lesson of the crisis wasn’t that I had been right and Harold had been wrong.
The lesson was that a company could spend years treating an essential function as invisible, right up until the moment it failed.
Then everyone suddenly discovered its importance.
Chapter Thirteen: Harold’s Private Apology
At 5:15 p.m., Harold asked to speak with me privately.
We met in the
