"We'll cross that bridge when we get there. I have often seen teams shoot themselves in the foot by planning to use 100% capacity in their regular planning cycles, only to scramble when they need some triage bandwidth. This leaves no runway for immediate triage when external randomizations land mid-cycle. The squeaky wheel gets the grease. Another common pitfall is that the loudest voice wins by default."
"Reserve dedicated triage bandwidth: Teams must be deliberate about randomizations. Teams should consider managing external randomizations as a swim lane with dedicated capacity. Teams that experience variable demand should reserve 5-10% of capacity as a buffer. These can be tuned monthly. Streamline Intake: Teams need not spend their time reconciling competing narratives across different channels; instead, they should create a single intake channel backed by a lightweight form (ex. Jira tickets)."
Planning to use 100% capacity leaves no runway for immediate triage when external randomizations land mid-cycle. Loud or multi-channeled requests should not automatically become top priority, since randomizations arrive through inconsistent channels. Treating everything as "urgent" dilutes true urgency and conflates normal backlog reshuffles, planned handoffs, or context switches with randomizations. Teams should reserve deliberate triage capacity (recommend 5–10%), manage randomizations as a swim lane, create a single intake channel with a lightweight form capturing impact and owners, tune buffers monthly, and apply a prioritization method such as the Eisenhower Matrix.
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