18 Managing Professional Service Delivery: 9 Rules for Success
the way of getting a job done. Other cultures may have documented policies and
procedures because they are required to have them to be in compliance with some
governing authority, but give lip service to the notion of actually enforcing them
unless forced to do so. An organization whose culture is dened as having good IDC
is one where internal policies and procedures exist, are maintained and updated,
have a procedure for doing so, and all of the policies and procedures are adhered to
consistently; the policies and procedures describe accurately how things get done.
It is the natural order of things for people in organizations to come up with their
own way of doing things if t