Even though productivity has gone up and customer complaints are down, total profitability is down as well. A major cause of this could be the increased absenteeism of her workers. I would think that she would need to spend more time with her staff, find out why more people are absent, and deal with the people side of her business.
She would need to be a little less task-oriented and become more people focused (relational). This might help solve the personnel issue and increase profitability.