Six months later, the board reviewed Carga Rápida 's performance. Andresa presented her own dashboard, but it was different from Luca's. It had three columns: People, Process, Pain . Under Pain , she listed the índice de avaria (damage rate) for fragile goods. Under People , she showed the correlation between driver turnover and overtime hours.

"Measure what you love. Then love what you measure."

From then on, Andresa kept one sticky note on her monitor. It didn't list a metric. It read:

Luca didn't flinch. "The numbers don't have feelings, Andresa. But they tell a story."