Pros
KLAS has a long-standing history of doing the right thing for providers/payers, even when it negatively impacts KLAS in the short run. The mission to improve healthcare and push for excellence across the healthcare market is core to the foundation of KLAS, and this message continues to resonate with a fair amount of decision making today.
Cons
A lot of what has been said recently on Glassdoor is true and valid, both in terms of those who are posting about being optimistic for the future and people being resistant to change and regarding leadership feeling disconnected from the reality of what is really happening on the frontlines. While there are many examples of how both sides of this coin are true, there is an example that illustrates well. As KLAS went through the recent reorg and workforce reduction, there is one team that is shifted from mostly content delivery to focusing on the strategic alignment of research. As such, this team went through a reduction seemingly to consolidate subject matter expertise and enable more collaboration in the creation of strategic plans for research. However, this team is still in charge of the delivery of the same workload of content to customers with fewer team members to share the load, and that workload cannot be redistributed to other teams. So now that team is running beyond 100% capacity and immediately looking to fill in the positions that were let go as a result of the restructure. And in the meantime, it's the frontline workers that suffer the burnout and the customers that suffer the lower quality engagement. A lot of the challenges that KLAS is currently facing come down to an identity crisis. KLAS no longer understands what type of a company it is. Is it consulting? Is it software? Is it a content subscription? There are elements of all of these and so much more in terms of what KLAS does for the healthcare IT market. The desire to drive fast growth has further muddied these waters, and the clear dichotomy of reviews on Glassdoor showcase that recent efforts from the leadership team have yet to find purchase with frontline workers. And since KLAS relies so much on frontline workers having a deep understanding of the healthcare IT market to make the rest of the offering successful, there needs to be some significant bridge building.
