This organization may be suitable for individuals transitioning from non-medical communications backgrounds. However, for those experienced in the medcomms field and familiar with the standards of an ideal agency, it falls short of expectations in terms of functionality, scalability, and efficiency. The teams currently lack a structured organizational framework, particularly in the context of client services, which inherently require a high level of organization and hierarchical clarity. Unfortunately, the company lacks the necessary architecture to effectively serve the primary function of client services. Despite the wide array of modern project management tools available, the teams continue to rely on outdated tools for management and status tracking, while utilizing no concrete tool for overall process management. Any attempt to introduce more sophisticated tools has been met with resistance, making it challenging for the team to adapt, as the leadership has been resistant to new ideas for process improvement. This deficiency in organizational structure and the reliance on outdated tools have been a significant disappointment for me and other professionals as a client services and account management professional. Moreover, the organization has failed to see any tool or software beyond its own age-old creation to modernize management in this evolving industry which has led to poor operations internally at the company as well as for clients yearning to transition to newer, more sophisticated tools for their company processes. A lack of a solid tool to manage the day-to-day, division of responsibilities within the team, clear expectations, and effective management led to frequent overlaps and duplicated efforts within the team in addressing client requests. Team members often found themselves competing to address client requests, and securing a client email became a noteworthy accomplishment. For new team members, the onboarding experience can be challenging, as they must navigate systems, processes, and teams independently, given the supervisor's unavailability or busyness. These issues can significantly impact morale and motivation. Unfortunately, the company's response to such concerns often takes the form of a performance support plan, which tends to focus on criticizing the employee rather than addressing the root issues. Beyond the organizational and operational shortcomings, there is a distinct lack of honesty and courtesy. After extensive efforts to cover the team's summer PTO, the manager/ supervisor realized that budget cuts and reduced work volumes could not sustain a new employee. Instead of communicating the actual reasons, they resorted to manipulative tactics to undermine the employee's confidence and encourage their departure, rather than initiating a proper separation process. These shortcomings can go far ahead in losing talented, eager and hardworking professionals and are good reasons for the failure of this company to retain employees - short-term or long-term.
