The years at Bain gave Hrdlicka the chance to get deeply into what she describes as the “consumer experience’’. “If you really understand what drives *revenue then you understand customers, which investment to make and how to run a really profitable business. If you don’t understand that it’s hard to make the trade-offs.”
There is nothing in her statements to say what steps she has taken to understand the people who DELIVER the needs of the customers.
The first step to take by someone who heads up a business is to ensure that the service, product, etc. is provided satisfactorily, on time and cost effective.
This cannot be done without all the employees happily contributing along the way.
Hrdlicka should delve into what makes staff passionate and proud to deliver the services and restore what once was, to what should be.