Agency owners lose sight of their impact. Take tools for example. In manufacturing, it would be inconceivable to perform critical functions without the right tools. In agencies, tools are often inferior, especially automation, which is probably the most important tool. Resources provide the leverage to sustain improvement in agency operations.
Structure is how things are formally and informally organized within the agency.
The informal organization is how it really works. For example, Sally, the owner's daughter, is shown on the organization chart as an account executive. She doesn't know much about commercial insurance, nor has she sold much. 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.