1. Information/Knowledge development
   1. Create
      1. formats that work
   2. Manage
      1. ensure logic
   3. Continuous development
      1. Benchmark
      2. Emulate competitive standards
2. Effective delivery
   1. JIT training
      1. 2 hours maximum
      2. Measure effectiveness
   2. Specific training
      1. Legislated
      2. Specified by:
         1. Supplier
         2. End user
3. Pro-active improvement
   1. Review for suitability
   2. Revise for content
   3. Re-release for re-use