Learning crosses hierarchical bounds. Camp Lurn'ing included all levels of the company. Supervisors, fifth-line managers, and all kinds of operators train together. Self-directed learning fuels the fire. XBS has thrown out the model of HR-driven training.
People have a say in structuring their own training, and that means they're more eager to learn.
Learning by doing is more powerful than memorizing. At Camp Lurn'ing, participants used team simulation exercises in which they assessed customers and devised strategies. They recreated the work environment and learned by doing. This is much more effective than sitting at a desk and listening to a lecture. Failure to learn is often the fault of the system, not the people.