Three scores for every task
Give each task a score from 1 to 5 on three questions. Frequency: how often it happens. Clarity: how easy it is to write down the rules. Risk: how costly a mistake would be, where 5 is very costly.
Add frequency and clarity, then subtract risk. A task that happens daily, follows clear rules and is easy to undo scores high. A rare, judgement-heavy task with costly mistakes scores low.
A worked example
Example, not a real client: an office manager lists three tasks. Copying website enquiries into the CRM scores frequency 5, clarity 5 and risk 1, so 9. Chasing overdue invoices scores 4, 4 and 3, so 5. Writing custom quotes scores 3, 2 and 4, so 1. The enquiry copying goes first and the quotes stay with a person.
What to do with the score
- Write the steps and the odd cases for the top task on one page.
- Time the task for a week before you change anything.
- Add an approval point for anything that messages a customer or spends money.
Score again every quarter. Tasks move: a risky task becomes safe once it has run cleanly for a while.