Pros
Frontline grit The only reason anything functions at all.
Cons
Operational erosion Systems deteriorate faster than they can be documented. Identity handling failures — Allegations of impersonation concerns (of students at clients premises) and unauthorised communications reflect a culture where information control is not taken seriously. Governance vacuum — Critical issues drift without ownership because leadership is too far removed to recognise emerging risks. COO disengagement — The Chief Operating Officer is effectively absent from operational reality. Her oversight and effective understanding of simple business management is minimal, visibility is low and accountability is almost nonexistent. Staff feel the absence immediately. Clients feel it eventually.