The document outlines key human resources processes and strategies, including talent acquisition, organizational development, employee engagement, and workforce planning. It also introduces a capability maturity model to assess the level of maturity of various HR functions, with a focus on continuous improvement. Additionally, it describes a survey methodology for evaluating the importance and quality of HR services from leadership perspectives.

1. PROCESS
STRATEGY
Determine
process priority
and maturity

2. ● Talent Strategy: vision and prioritized plan to support multi-year business strategy with the optimum organization,
capabilities, and culture.
● Organization Development & Change: shaping the way companies are structured and run; the methods and manners in
which a company describes and implements change
● Culture / Core Values: the fundamental beliefs of a company and serve as guiding principles for behavior and decision
making.
● Employee Engagement: the emotional commitment the employee has to the organization and its goals.
● Diversity, Inclusion & Belonging: Diversity refers to the characteristics that make people unique; Inclusion refers to the
behaviors and cultural norms that make people feel welcome; Belonging refers to an individual sense of acceptance.
● Talent Acquisition: Attraction / Sourcing: identifying, researching, generating, and networking with potential job
candidates; Selection / Assessment: applying predictive and repeatable processes and tools to identify successful
candidates; Service Delivery: providing end-to-end recruiting services, candidate experience, and manager support.
● Onboarding (New Hire / Transfers): integrating a new employee with a company / team and its culture, as well as getting a
new hire the tools and information needed to become a productive member of the company / team.
● Workforce Planning: analyze workforce and determine the steps to take to prepare for future staffing needs.
BARK Process Definitions - process definitions used for the March 2021 Voice of the Customer
Survey (pg 1 of 3)
Created by Rustin Richburg

3. ● Succession Planning: identifying and developing future leaders.
● Feedback & Performance Review: formal and informal assessments in which a manager evaluates an employee's work
performance, identifies strengths and weaknesses, and offers feedback & coaching.
● Career Planning: ongoing process through which an individual sets career goals and identifies the means to achieve them.
● Individual Development Planning: identify skill or experience gaps and chart an action plan to address gaps through
experience, eduction, and exposure.
● Learning & Development: provide structured education courses with the goal of developing employee's or leader's skills.
● Total Rewards: Compensation Design: determine optimum compensation (base salary, bonus, equity) positioning to attract
and retain talent.
● Total Rewards: Benefits & Retirement Design: determine medical, dental, etc and retirement (401k) programs to best
support employees, meet business goals, and keep the company competitively positioned.
● Total Rewards: Wellbeing: programs to support employees' health, including their physical, emotional, mental, and
financial states.
● Employee Support & Answering Questions: addressing employee's queries concerning employment matters.
Process Definitions - process definitions used for the March 2021 Voice of the Customer Survey
(pg 2 of 3)
Created by Rustin Richburg

4. ● Internal Communications: processes and tools responsible for effective information flow and collaboration among
employees.
● Payroll, Benefits & Employee Data Services: delivery of processes and systems for the administration of payroll and
employee benefits programs; manage employee records, documents, and work events (promotion, leave, absence, exit).
● HR Systems, Data & Analytics: digital platforms enabling HR / People processes including employee / manager self service;
reporting and data insights.
Process Definitions - process definitions used for the March 2021 Voice of the Customer Survey
(pg 3 of 3)
Created by Rustin Richburg

5. Importance & Quality - a surveying asking key customer groups for their input: “Help us
understand which services we provide that matter most to you as a BARK leader. We also want to
understand how well we are doing in delivering these services.”
First, start with “Importance”
“We would like to hear your point of
view on what is most important for your
part of the business and your team.”
“From your perspective as a leader and
the services the People Team provides,
how important are each of these
services for the business?“
Rows = People Processes
Columns =
• Not Needed / Not Applicable
• Not Important
• Somewhat Important
• Important
• Very Important
• Critical
Second, pick you “Top 5”
“From your perspective as a leader and
the services the People Team provides,
please let us know what is most
important for your team and your part of
the business. Select "1st" for the most
important, "2nd" for the next most
important, etc. We want your 'top 5'.“
#1 Most Important = People Processes
#2 Most Important = People Processes
#3 Most Important = People Processes
#4 Most Important = People Processes
#5 Most Important = People Processes
Third, current “Quality”
“From your vantage point as a leader
and the services the People Team
provides, please let us know how we
are doing. Rate each area based on
your experience.”
Rows = People Processes
Columns =
• NA / No Exposure
• Very Dissatisfied
• Neutral
• Satisfied
• Very Satisfied
Created by Rustin Richburg

6. Importance & Quality – a sample summary results from the Importance & Quality survey.
Processes and metrics have been randomized.
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Created by Rustin Richburg

7. Maturity Level 1
INITIAL
Motivate people to overcome
problems and ‘just get the job
done’
● Ad hoc processes
● Inconsistent outcomes
● Rework
Maturity Level 2
MANAGED
Build disciplined work unit
management to stabilize work
and control commitments
● Repeatable practices
● Reduced rework
● Satisfied commitments
Maturity Level 3
STANDARDIZED
Develop standard processes,
measures, and training for
offerings
● Productivity growth
● Effective automation
● Economy of scale
Maturity Level 4
PREDICTABLE
Manage processes and results
quantitatively and exploit
benefits of standardization
● Scalable processes
● Knowledge management
● Predictable results
Maturity Level 5
INNOVATING
Implement continuous
proactive improvements to
achieve business goals
● Planned innovations
● Change management
● Capable processes
Capability Maturity Model - a set of guidelines to determine the relative advancement across
a set of processes, systems or services
Source: Gartner Created by Rustin Richburg

8. BARK People Process Capability Maturity - What is our current level of maturity? (pg 1 of 2)
PROCESSES / notes
INITIAL MANAGED
STANDARD
.
PREDICT. INNOVAT.
Talent Strategy
Organization Development & Change
Culture / Core Values
Employee Engagement
Diversity, Inclusion & Belonging
Talent Acquisition: Attraction / Sourcing
Onboarding (New Hire / Transfers)
Workforce Planning
Succession Planning
Feedback & Performance Review
Career Planning
Individual Development Planning Created by Rustin Richburg

9. People Process Capability Maturity - What is our current level of maturity? (pg 1 of 2)
PROCESSES / notes
INITIAL MANAGED
STANDARD
.
PREDICT. INNOVAT.
Learning & Development
Total Rewards: Compensation Design
Total Rewards: Benefits & Retirement Design
Total Rewards: Wellbeing
Employee Support & Answering Questions
Internal Communications
Payroll, Benefits & Employee Data Services
HR Systems, Data & Analytics
Created by Rustin Richburg