From reactive firefighting to proactive control
Using visibility, root-cause analysis and operational coordination to reduce SLA failures.
The problem
The control tower was largely reactive: the system alerted the team after a truck had already exceeded its limit, leaving people to call, investigate and remediate after the problem had happened.
The reality
The real causes were operational. Equipment could fail, several trucks could arrive together, unloading capacity could be constrained and factory departures could create downstream queues.
The approach
Daniel helped shift the operating model so teams could see when a truck was at risk of breaching SLA. He then used the visibility to identify recurring root causes and coordinate targeted actions with local teams, including equipment contingencies, maintenance planning and changes to departure cadence.
The result
The proactive approach reduced SLA exceedances by approximately 10%, while the broader operational improvements ultimately reduced total load/unload time by approximately 30%. In one of the monitored regions, the improvement generated approximately R$500k per month in cost avoidance.
What I learned
Technology did not solve the problem by itself. Better visibility allowed the people closest to the operation to act earlier — and made it possible to focus the control tower on the exceptions that genuinely needed intervention.