Assignment task:
MyCar has a hierarchical functional structure. The Customer Service team is micromanaged against average call handle time and % problem resolution on first call. Currently there are few technical issue calls and these are escalated to the technical team. Aside from call escalations there is little interaction between the Customer Service team and the technical team. With their new self-driving electric car share service for seniors, MyCar needs to focus on outstanding customer experience for seniors, while still remaining profitable.
What would the best social structure look like once the pilot project is complete?
Draw a diagram of your recommended social structure; focus in on the functions or teams for customer service and partnership management. Include a few bullet points of explanation why you think this is an effective structure for delivering sustainable outstanding customer experience for seniors.