Agreed again, Pegasus. .. .SOP's are necessary, but not sufficient - and that is often the mistake that is made.. .. .Company culture is pre-eminent - but it is more difficult and involves more skillful management where SOP's and/or company culture are in tension with aspects of national culture.. .. .Also - globally accepted 'best practice', such as CRM, must always be introduced in ways that address the specifics of company and national culture.