SUBCONTRACTING DOESN’T RELIEVE YOU FROM BEING RESPONSIBLE.
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