... types of equipment the stores are calling about so he or she could be prepared to better assist the store with walking them through fixing the equipment. The same employee could be the one who is researching the common failures for this type of equipment to help management in areas such as training new employees, documenting how to handle calls they may receive regarding this equipment, or even to assist them by having the ball in their court during negotiations with the supplier. This author believes that managers must realize that they should support their workers in providing an environment that is susceptible for learning and growing. Ever hear the saying that those who do not learn from the past are doomed to repeat the past? The most common way to capture and share these new experiences is through documentation. Regan and O'Connor (2002) stated that "documentation is ...

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