Sequential — each decision unlocks the next. Work top-left to bottom-right. Check your choice, note rationale. Skip one and you're building on sand.
1
Where Do We Play?
Internal ops, customer experience, or new revenue?
⚠ "All three" = diluted resources
Internal operations first
Rationale:
2
Build, Buy, or Assemble?
Where the most money gets wasted
⚠ "Build" feels strategic, "Buy MS" feels safe
Rationale:
3
Who Owns It?
Kills more initiatives than bad technology
⚠ A "CoE" with 15 people and a VP = bottleneck
Central team (thin, 2-3 people)
Hybrid: central standards, BU execution
Named owner:
4
Governance Model?
Start with guardrails, not policies
⚠ 6 months on policy before shipping anything
Tiered (light internal, rigorous external)
Key guardrails:
5
How Do We Measure?
Adoption → Efficiency → Business Impact
⚠ "95% accuracy" means nothing if nobody uses it
Three-tier (adoption wk4, efficiency wk8, impact 3-6mo)
No measurement framework yet
Kill criteria (week 4):
6
How Do We Scale?
Only 20% of pilots scale — it's change mgmt, not tech
⚠ "Just deploy it to more people" = not a plan
Domino: process-driven dept → next → next
First department to scale into: