I have recently attended a mandatory CRM course at a large Asian carrier where the instructor had no idea what CRM was about. He read the required parts out of a book but when he started talking from the cuff it was blatently obvious that he didn't understand the aim or point of it. It was how I imagine the first ever CRM courses being taught. The subject has matured a lot over the last decade or so but not in all parts of the world.This was a major carrier.