Measuring the Impact of Learning Organization on Employee Retention, Competitive Advantage and Financial Performance in the BPO Industry
Rajesh N. Pahurkar1, Jaya Nair2, Ashutosh Kolte3
1Rajesh N. Pahurkar, Associate Professor, Department of Management Sciences PUMBA, Savitribai Phule, University of Pune (Maharashtra), India.
2Jaya Nair, Research Student, Department of Management Sciences PUMBA, Savitribai Phule, University of Pune (Maharashtra), India.
3Ashutosh Kolte, Assistant Professor, Department of Management Sciences PUMBA, Savitribai Phule, University of Pune (Maharashtra), India.
Manuscript received on 02 October 2019 | Revised Manuscript received on 11 October 2019 | Manuscript Published on 22 October 2019 | PP: 546-553 | Volume-8 Issue-3S October 2019 | Retrieval Number: C11121083S19/2019©BEIESP | DOI: 10.35940/ijrte.C1112.1083S19
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: In knowledge intensive industries such as the Business process Outsourcing and the Offshoring or shared service centres, the approach to learning has a significant role to play in deriving competitive advantage from domain experts who have had exposure to multiple clients who may have had a presence across the globe. The organizational experience gathered over a period of time is most relevant when redesigning processes, leveraging automation and driving business impact through higher revenue for the clients. The BPO industry is at a point of inflection where retaining top performers to showcase deep domain expertise, access to technology and a learning culture can be a huge differentiator that influences client’s choice of vendor partners. The current paper provides a Learning organization framework and establishes a link with indicators of organizational performance – employee retention, competitive advantage and financial performance. A questionnaire survey of managers from the BPO sector in India has been conducted. The findings indicate a that a robust learning organization is critical to retaining talent and gaining competitive advantage both of which have a mediating effect on the financial performance of the organization. Conclusions have been drawn from the statistical analysis and implications for the industry have been recommended.
Keywords: Learning Organization, Competitive Advantage, Employee Retention, Financial Performance, Organizational Performance.
Scope of the Article: Industrial, Financial and Scientific Applications of All Kind