‘Learning’ clearly implies ‘increasing capability’, but this Briefing clarifies how this mechanism actually works. First, we must distinguish this collective learning that grows an organization’s or team’s capability from the individual learning that adds to their personal skills. Briefing 26 explained how to capture the dynamics of the skills held by individuals in a call-center team – in simple terms, that model looked at how the number of specific skills of average team members is increased or depleted.

In contrast, ...