How was the culture created? I believe the policy led to the creation of the culture, not the other way around.
Before I noticed it in Scientology, I was reading authors like Vance Packard (when I was in my teens in the 1960s), If you read "Up The Organization" by Robert Townsend (I'm dating myself), he was the guy , who turned Avis around and made it number two in car rentals or "Swimming With The Sharks" by Harvey MacKay or any of dozens of business books, you can't help but walk away knowing that the corporate culture comes from the TOP. In Hyatt Hotels, the Pritzkers set the tone. In Howard Hughes' ventures (Hughes Tool and Die, TWA, casinos, etc) Howard set the tone. At Disney, Walt set the tone. (I continue to date myself). Juan Trippe set the tone at Pan Am. Steve Jobs set the tone at Apple. Bill Gates.......
businesses run on culture. The leader, the top banana sets the culture.
At Apple, perfection, simplicity, elegance, user friendly are absolutes. Mediocrity isn't hired.
check out the new Pan Am Tv show (ABC Sunday nights), they make it very clear that the pilots and crew were the best of the best. That is company culture.
At Hyatt Hotels, executives have to spend a week or two a year (I haven't googled this, just remember it) on the front desk of a Hyatt Hotel. It is important for the executives to be in touch with the real world.
In Scientology there was all the written words. None of that mattered compared to the stats. Money. $$$$$$. Deutshmarks. Pounds Sterling. Krugerrand. The culture was greed. Greed from the TOP.
back in 1976, when I walked away from briefing course grad, OT, and my own center, when the prices were being jacked up 10 per cent a month, i had no problem identifying WHO was at the top. The reges were hungry for money. Money was something Flag would lie to you about. I had a post dated check for five figures cashed instantly. Money was what was the highest of the high , in terms of priorities. PCs were lied to. Not occasionally, but universally. It was all about money.
NOWHERE IN POLICY DOES IT SAY REGES, C/Ses, D of Ps, cashiers should lie to the public. Yet it was done on every single person who came to Flag. Every last one. This is why I say culture trumps policy. The culture was to get the $$$ BUCKS$$$, not deliver as per policy.
The closer you got to "source" (I say that J & D ingly) the greedier and hungrier the jackals. I never went to college (other than a few real estate and IT courses), but it didn't take a genius to see where the "greed" culture came from.
if you don't know WHO I'm talking about, call me, I have a bridge I want to sell you.