Kay

Sunderland:
Making the
Grade at
Attain
Learning
Case Summary
Group 10 - Section A

Case Background:
Kay Sunderland: Making the Grade at Attain Learning is Harvard Business review
case study that tries to highlight the most occurring phenomenon across
organisations that is, to manage the power dynamics in organisation.

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Kay Sunderland is an account director for Attain Learning which is founded by

Caroline Nicholas in 1998 as a provider of custom business training solutions. As
account director her primary responsibilities would be to help in determining the
strategy and details of program and delivering clients requirements through
association with content development director, technology director, content area
director and event planning director. Mike Morgan is sole content development
director at Attain learning whose main responsibilities was to deliver the content
communicated by the account director with the help of team of graphic designers ,
programmers, producers and copywriters. Case talked about the scenario where Juan
Nunez, Chief Learning Officer at Gramen Equipment one of the most important client
for Attain Learnings was perturbed by the voice call messages of Morgan. And he
informed Kay Sunderland to manage the communication issues since he was
agitated by the calls from Morgan, content development director Attains learning.

Problem at Hand:
Kay Sunderland has a critical issue at hand which needs to be dealt tactically. She
has an agitated prospective client whom she cannot afford to lose. She also has a
colleague, Mike Morgan, who is creative, unconventional and innovative in his
approach. Mike is very key resource for Attain since he has proved his merit and he is
also the sole content development director in the organization at the moment.

Proposed Solutions:
She can follow following steps to restore the client relationship as well as the balance
at organisation.

Client relationship
She should call Nunez and assure him about Attains commitment for Gramen
Equipment and pacify his anger. And she should give him confidence that further
communication will be channelized through her and Attain will delivered training
solutions as per Gramens requirement of universal approach

Manage power dynamics at Attains

She should immediately set up meeting with Mike Morgan and make him aware of
current development. She should hear out Mike and then make him understand
that losing out Gramen will not be in the best interest for anyone. Hence, it is
important for Mike to not draw any unnecessary fire from the client and follow the
conventions since the matter has gone out of hand

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Manage Formal Authority and Centrality

Kay Sunderland should also looped in John Chama, COO, Attains Learnings and
keep him updated about the developments.

Restore the power base

Kay Sunderlands work at Attain is more relationship oriented however Mike
Morgans work is more task oriented. In the situation given in the case,
Sunderland was engaged in preparing for a meeting with a new client whereas
Morgan was busy making content for Garmen Equipment. Morgan might have felt
that Kay is not realising the seriousness of the work owing to divided attention.
Given the fact that Sunderland had worked for four years and almost two years
more than Morgan and that she had a closer relationship with Chama and
Nicholas, Morgan hesitated to approach Chama with his issues. Sunderland
should give him assurance that his ideas are valued and she appreciated his
expertise as business and strategy specialist. Also make him aware about that
final content will be delivered as per clients requirement as it is in larger interest
as well as in sync with Attains vision of delivering the custom business training
solutions.

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