Using a case study research strategy, this paper examines the factors that influence a firm’s decision to invest in training in India’s IT-enabled services/business process outsourcing sector. It considers the much-neglected influence of customers’/clients’ needs on training. The study’s distinctive contribution is the linking of a firm’s market and learning orientation with quality management systems and its impact on training provision. Employee turnover, client specifications, quality management systems, the temporal dimension, and the product-market strategy were found to be important factors in shaping the nature and extent of training in the two firms included in this paper. The study also found that training, instead of it being a part of the HRM function was inextricably intertwined with its operations management infrastructure.
2008 ANZAM Conference: Managing in the Pacific Century . Proceedings of the 2008 ANZAM Conference: Managing in the Pacific Century (Auckland, New Zealand 2 - 5 December, 2008)