Although people who help are usually not formally called trainers or service technicians, they are instructors just as much as corporate trainers or union education directors. Most people know more than they are required to use, whether on the job or at home. The problem is they are not using their learning, deliberately sharing it with others to forestall problems. Employees cannot stop production for a class. Some organizations are recognizing the collective wisdom of the members or the employees amounts to something measurable and tangible - organizational knowledge.
People are naturally creative.
Even better, creativity can be taught or re-called in the case of employees whose natural innovation capabilities have been neglected. Children draw easily. Adults say it's hard. Somehow as we age we forget our basic creative tendencies if we do not reinforce them with practice. In many organizations creativity is simply not wanted.