We got ratings. It isn't that they won't quarrel with you, or say you're always right. But as long as you stay strong and the ratings are good and you're reasonable - I don't think we fought unreasonably. We basically won that right.
“A lot of knowledge in any kind of an organization is what we call task knowledge. These are things that people who have been there a long time understand are important, but they may not know how to talk about them. It's often called the culture of the organization.”