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Labs-Kay Sunderland

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Submitted By juliounesabr
Words 4164
Pages 17
4289
APRIL 20, 2011

LINDA A. HILL
HEATHER BECKHAM

Kay Sunderland:
Making the Grade at Attain Learning
Kay Sunderland, account director for Attain Learning (Attain), sat in her Brooklyn office furiously scribbling notes in the margin of the research report she had just printed out. It was the second week of January 2011, and Sunderland was preparing for a new client meeting. As she paused to take a sip of her coffee, her phone vibrated with an incoming text.
“We have an issue that I need you to deal with. Call me ASAP – Juan Nunez.”
Juan Nunez was the Chief Learning Officer for Sunderland’s most important client, Gramen
Equipment Company. Sunderland quickly called Nunez and was informed that Mike Morgan,
Attain’s content development director, had left several voice mail messages for Nunez. Nunez politely informed her that he did not have the time or inclination to deal with Morgan’s calls and he did not want to be bothered by Morgan again.
Sunderland had been focused on another client’s deployment and was not aware of the reason for
Morgan’s calls. She was caught off guard by his actions and was extremely annoyed that he contacted the client directly. He knew the account director was supposed to be the sole point of contact with the client. She immediately checked Morgan’s Outlook© calendar and saw he was in a team meeting for the next hour.

Attain Learning Inc.: Company History
Attain was founded by Caroline Nicholas in 1998 soon after she had completed her MBA at
Columbia University’s Graduate School of Business. Nicholas’s professional background was in human resources, with a concentration on professional development and training (management bios for select personnel are located in Exhibit 1).
Attain offered custom business training solutions that combined traditional corporate training methods with dynamic, multimedia content and

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