
23Developing a Culture of Internal Discipline and Control
rewards and recognition, communications, physical work environment, and skills
and knowledge training. An explanation of each follows.
customs anD norms
A custom is a habitual practice, or the usual way of acting in given circumstances.
Customs dene “how things are done around here.” Customs are usually not docu-
mented and may even be unstated. An example of a custom is the use of certain slang
TABLE2.1
Steps in Best Practice Denition and Documentation
1. Set goals and/ or objectives for the business process(es) that you intend to
document. An example might be to dene and document