You are recruited as a business consultant for ABC Company Ltd. During the working session with the top management, the following information was provided to you. ABC Company Ltd (referred to as ABC hereunder) is an independent training institution established in 1996. It has sufficient financial resources to support learning programs and services. It provides specialized training to various sectors in Mauritius (mostly at client premises); Governments Industrial, Manufacturing, Transport, Construction, Health, Food, Education, Hospitality & Tourism, Waste Management & Marine industries. Clients from these sectors are mainly provided by an IT consultancy firm with which ABC collaborates closely since 5 years because of the rising number of competitors in the training and education sector. ABC is managed by a Managing Director (MD) to whom a secretary, a Customer Service Officer and 5 full-time trainers report to. ABC is dependent on these full-time trainers who are highly qualified and experienced in their domain of expertise. Employee turnover rate is very low and not much time is spent on induction as there is no need to employ new staffs. This gives the company organizational stability as there are few HR related issues. Trainees always gives positive feedbacks on the current trainings held. This results in higher demand for training where recently the training institution cannot attend to all demands, thereby losing a part of the market. On another note, because some companies adopted strict sanitary measures, trainers are not allowed on-site. There is a demand for online training but since the full-time trainers are fully booked and are not computer literate, ABC is currently not taking care of these requests. All procedures are done manually as ABC has never invested in technological resources till now. Recently, the National Qualification Authority has requested all training institutions to implement and adhere to the Quality Assurance Framework (QAF) which aims at enhancing quality assurance processes benchmarked against international norms and thus promote quality, education and training. This makes it challenging as some of the requirements of the QAF are: Safe and Sound learning environment including classrooms, laboratories, libraries and other facilities.1 Currently, ABC has only one office as all trainings are delivered on-site at client premises. Training Institutions should ensure that any technology support they provide is designed to meet the needs of learning, teaching, communication, research and operational systems. 2 All procedures are currently manual at ABC. Vision of ABC company: "Commitment to delivering world-class professional training services to individuals and firms is our compass to increase the productivity at workplace in the region." Mission of ABC company: "Provide and promote innovative and quality learning for the development of a sustainable human capital"

As consultant to ABC Company Ltd, and working closely with the top management team, you are required to: a) Assess the competitive environment of ABC Company Ltd. b) Propose strategic objectives and Key Performance Indicators (Taking into account the competitive environment in which ABC Company Ltd is) which will demonstrate through proper monitoring how effectively the company is moving towards his vision and mission.