MarianoViola
AutomotiveThe Lifecycle TransitionPart 6

The Agency

The Agency earns its place by maintaining a mobility relationship: assembling a suitable service, coordinating providers and remaining accountable without controlling every condition, valuation and customer-credit decision.

Continuous trajectories changing configuration across a transition threshold.

Part 5 separated the customer’s immediate need for mobility from decisions about the damaged asset. Someone still has to bring those responsibilities together in a service the customer can use. In MML, that coordinating role belongs to the Agency.

The dealership does not need to disappear, but its economic role changes substantially. The customer still needs somewhere to go, and a family still benefits from speaking to someone who understands its requirements, can provide vehicles to try and can solve problems when they occur.

The difference is that the Agency is not principally rewarded for transferring another asset; it is rewarded for maintaining a mobility relationship.