When you read the change management literature—and there are many experts on change management—they all say that you really should give something four to five years before you see a significant change. My expectation is that we see change every year. We are doing a lot of work at the commission and doing the statistical work, so you see a lot of numbers in my reports. The idea behind this is to set the benchmarks so that we'll be able to state with more confidence the size of the improvement or where more improvement needs to be made. I expect more improvement every year, and my worry is that we will lose focus and move on to something else without getting the basics in place.
On November 19th, 2007. See this statement in context.