Michel Paquin – Transformation Decision Velocity

Category: Governance

Governance isn’t bureaucracy. It’s the operating system that turns strategy into consistent execution. Here you’ll find practical frameworks to speed up decision-making, clarify decision rights, and install operating rhythms that reduce alignment overhead. The goal is simple: fewer bottlenecks, cleaner accountability, controlled risk, and measurable outcomes teams can deliver against.

  • GenAI in Customer Service: Escalation Design Is the Real Product

    In GenAI-powered customer service, the model is not the product. The escalation design is. Customers do not judge your AI on fluency. They judge it on what happens when it fails. If a refund request loops three times, if a promo exception cannot reach a human, if context is lost during handoff, trust collapses. Escalation… Read More

    Written by

    Michel Paquin
    GenAI in Customer Service: Escalation Design Is the Real Product

  • You don’t have a KPI problem. You have a decision clarity problem.

    The fastest way to restore clarity is to separate steering metrics from performance metrics. Steering metrics are the few signals teams can influence quickly, and they exist to trigger action this week. Performance metrics validate outcomes over time, and they exist to confirm whether your strategy worked. Read More

    Written by

    Michel Paquin
    You don’t have a KPI problem. You have a decision clarity problem.

  • When Pressure Hits, Your Operating Model Behaves Like a Dog Chasing a Squirrel

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    In commerce transformations, governance shows up when pressure hits: promo dates slip, inventory is wrong, an executive asks for “just one exception,” and teams start improvising. If decisions don’t have an owner, a pathway, and a feedback loop, the operating model behaves like a dog chasing a squirrel—fast, committed, and messy. Read More

    Written by

    Michel Paquin
    When Pressure Hits, Your Operating Model Behaves Like a Dog Chasing a Squirrel

  • Your strategy didn’t fail. It never made it to the backlog.

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    If your strategy isn’t showing up as backlog items with owners, acceptance criteria, and funding, it didn’t fail; it never entered execution. For enterprise leaders who need strategy to convert into shippable work across both operations portfolios and digital product backlogs. Read More

    Written by

    Michel Paquin
    Your strategy didn’t fail. It never made it to the backlog.

  • The transformation tax is not a metaphor

    The comfortable truth about most ROI models. Most business cases calculate benefits as if the organization instantly behaves like the target state. That is like buying a gym membership and putting “six pack” in the forecast for next quarter. Transformation does not create value. New behaviors create value. So if the business case does not… Read More

    Written by

    Michel Paquin
    The transformation tax is not a metaphor

  • “Build vs Buy” Is the Wrong Question. Here’s the Framework That Actually Works.

    Most executive teams waste weeks debating build vs buy. Architecture reviews. Vendor demos. Budget scenarios. Strong opinions from IT. Stronger opinions from Finance. And yet, the wrong decision often gets made. Because “build vs buy” is not a strategy question. It’s a framing error. The Real Problem When leaders debate build vs buy, they usually Read More

    Written by

    Michel Paquin
    “Build vs Buy” Is the Wrong Question. Here’s the Framework That Actually Works.