ABSTRACT
Focusing on the Information Technology (IT) industry – a sector that was affected globally during and after the Global Financial Crisis (GFC), this chapter provides qualitative evidence from in-depth analysis of four IT firms operating in the Indian market. This chapter is organised in four sub-sections that represent in-depth within-case analyses of the case study organisations. They are: Organisation A, a very large business process outsourcing (BPS) firm; Organisation B, a very large IT software service (ITSS) firm; Organisation C, a large IT product and research and development (ITPRD) firm; and Organisation D, a medium-sized knowledge processes outsourcing (KPO). The chapter also analyses the specific impact of factors affecting the nature and extent of training in a post-GFC era. Quality management systems (QMS) works as an antecedent of learning orientation (LO) and helps in developing market orientation (MO), because it enables the development of a metrics-driven language for service definition, design and delivery.
