Andi, I like your point about the frontline correcting faster than training can be created. You also hit on another idea I find fundamental, i.e., that "training" is largely about communicating and therefore must adapt to circumstances and audiences. As you say, providing the right resources will allow the frontline to get up to speed or course correct rapidly, and those resources are usually the right information in the right format at the right time. That could mean training of the formal sort, but, perhaps more commonly, it's just enough performance support content that appears just-in-time.