The Calibration

Story day 1,038

Six months after the second unit was chosen, Duncan took charge of the third, Digital New Business, the one Joanna had crossed out the first time.

At its first budget meeting he laid out one sheet that ran off the table: advertising forms, quote rules, identity checks, payments and policy documents, end to end. “They change together,” he said. “I can't fix the letter without the quote.” Priya had drawn it…