Training and development at BPOLAND

Case study on training and development implementation in the BPO (Business Process Outsourcing) industry. The study focuses on BPOLAND Ltd. A company based in Gurgaon, India offering BPO services to a number of industries around the globe. With a new ownership structure, dual business model, and an increasing complexity in its portfolio of non-captive services, BPOLAND was entering a new and a relatively uncharted path of growth. The eyes of media and industry were on BPOLAND to see it transform from its dependence on its US parent and reduce its reliance on a captive business model to a blended model of an integrated third-party service provider. In addition the case study considers the future of the company, in particular whether BPOLAND can meet the high expectations of performance and return on investment of its new owners and still be able to retain its market leadership in the Indian BPO market. What is the best way to organise learning and development and identify the critical capabilities for future business?