When I walked into his office, Ricardo didn’t even look up. He kept working on his computer in silence. When he finally stopped typing, he cleared the screen and said to me, “How is the CET capacity project going? Have you figured out how to stop these outages? Or have you made another decision”?

“It is coming along. One of the things we’ve uncovered is that it truly does need to be focused on availability, not capacity.”

Ricardo shook his head. “Chris, I’ve already told you, I don’t care what you call it, I just want it fixed. Clearly, you are stuck in trying to slap a name onto it, instead of getting down to fixing it. Move on. Get it fixed. The business wants confidence we will meet our service level ...

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