
Chaotic workflow make work pace slow which indeed is good from an agency perspective, because you can charge the client more hours. But if the quality of work suffers because of the processes than it also reflects on every employees future career.
Regular performance review would give an insight into the quality of work that is done in order to compensate it accordingly. In 2 years there was only one review and that was not prepared by management at all. The performance based compensation that followed was way lower than the average normal.