Many organizations are focused on their core activities and the rest they outsource or subcontract to third parties.
When I contact the customer service department from my service provider, than they are still responsible for solving my issue.
This is not clearly understood by some of them.
After an accident I did call my insurance. They told me that the next day the expert would come to assess the damage. The next day the expert didn’t show up. So, I called the insurance again. They said that they subcontracted the activity of the expert to another company. They said “ we can’t influence that and it is not our responsibility”.
This is clearly a mistake. The service provider (the insurance company) remains responsible at all times. The performance of the subcontractor is their responsibility and has a direct impact on my customer experience.
So, they have to design the service (including the subcontracting) in such away that they always remain in control.
How is subcontracting embedded in your service delivery?
GROW YOUR PEOPLE, GROW YOUR BUSINESS!