Apart from the key performance outcomes, the following were the outcomes of the review conducted. The organisation does not have a knowledge management system to capture team progress, insights, experiences and learnings. The marketing strategy proved to be ineffective. A new market strategy focused on digital marketing should be developed and implemented. The staff members showed resistance during the implementation of the Customer Relationship Management (CRM) system. This was due to a lack of consultation and not providing training appropriate to the implementation of the CRM system. The management further has decided to revise the profit and revenue targets for the next year due to the COVID-19 situation