At Flagship, our task classification system is structured to help us handle tasks effectively based on their impact on client operations, rather than the strict order of completion. We use two types of classification: impact level and completion priority, which together guide us in determining what tasks to work on and when.
Impact Level is our primary gauge for understanding how urgently a task affects client operations, ranked as IL1 through IL5. Impact level helps us see the potential effect on clients if a task is delayed, rather than setting a strict sequence for completing tasks. For example, an IL1 task could bring client operations to a halt if not resolved immediately, while an IL2 task, though significant, won’t stop operations entirely. Impact priority gives us a sense of how critical each task is in terms of client success and service continuity.
Completion Priority, on the other hand, considers practical factors like due dates, the time required to complete a task, and the time available to each team member. Completion priority helps determine which tasks are handled first based on when they’re due and how quickly they can be completed. For instance, if two tasks are assigned an IL2 impact level and have similar due dates, but only thirty minutes is available for work, the task that can be completed within that time would take completion priority. Staff members can physically reorder the tasks in a Basecamp task list to visually track their own completion priority. Likewise, clients can be asked to reorder tasks in the list if they have strong preferences on completion priority. This system allows us to work both efficiently and flexibly, completing tasks in ways that best fit our (and our clients') schedules and commitments.
Here's a breakdown of each impact priority level in the system:
Critical (IL1): Tasks that must be addressed immediately due to their severe impact on client operations. These might include system outages, security breaches, or blockers that prevent other tasks from moving forward. They take top impact priority and should be resolved right away.
High (IL2): Important tasks that could disrupt client operations if delayed, though not critical enough to halt them entirely. Examples might include major feature implementations or significant client requests. High priority tasks should follow critical ones in terms of urgency.
Moderate (IL3): Tasks that are necessary but can wait until higher-priority tasks are finished. These include routine maintenance or minor bug fixes that don’t interfere with client operations immediately.
Low (IL4): Non-essential tasks that enhance systems but do not impact immediate operations, such as minor upgrades or non-critical improvements. They can be addressed when time permits.
Backlog (IL5): Tasks kept for future review, like potential features or ideas for improvement, which aren’t currently urgent but are worth considering down the line.
Including the impact level in the subject line of each task makes it easy to see at a glance which tasks are most urgent in terms of client impact. By combining impact level and completion priority, we create a system that enables us to stay responsive and flexible, addressing each client’s needs efficiently. This layered classification approach helps us maintain both high client satisfaction and organized workflow, balancing the needs of different tasks and ensuring that nothing critical slips through the cracks.