Each has a unique culture. Many agencies are dominated by the personality of the owner. These are the people who manipulate everyone to come to them because they refuse to share information. Team players are people who value sharing and helping one another. Culture is the result of how people treat one another.
Process is how and when things get done.
Process consists of common practices, and written policies, procedures, guidelines and standards, all combined into workflow. Some agencies run smoothly. Some are chaotic. Some have well-defined processes but can't seem to make them work together. Sometimes written policies conflict with actual practice.