In 2006, Sarvodaya started a project with IDRC funding to help the burgeoning telecenters (under various names) learn from each other and solve the problems they faced in an environment marked by rapidly changing technology and consumer demand. As part of this effort, Sarvodaya Fusion organized two training sessions at the MAS Institute of Management and Technology in Tulhiriya. The presentation that Helani Galpaya and I did (Sujata and Chanuka ran a parallel session) included components on innovation in service industries, the external environment that made innovation so important for telecenter operators, and systematic learning from failures. Because we had to work with multiple languages, it was not possible to cover all the slides, which are here. One of the things we noticed was that there appeared to be two different kinds of problems: the first kind could be fixed through process innovation; the second kind was structural and required remedies that were outside the scope of an event like this.