The customer is Job#1. Training is required, and the training programs have progressed geometrically from non-existent several years prior, to professional certification level. To do the specific jobs, certifications were implemented as requirements. This is to benefit the customer of course with more knowledge of issue resolution for the customer by setting knowledge standards.
Free drinks, colaberation is encouraged.
Study time was set in place, but customer calls of course took priority, virtually eliminated that.