Roger, the sales manager shown on the org chart, is extremely frustrated. Included under this formal and informal umbrella are subsets of the overall organization. They consist of groups, teams and projects. These units could be temporary or long-term. They may keep the same members or have members coming and going.
Culture is the personality of the agency.
Some agencies exude a happy, exuberant atmosphere. Some give the impression of imminent doom. Most are somewhere in between. Each has a unique culture. Many agencies are dominated by the personality of the owner.