News Release

Friday, 27 May 2016

MOL Liner Announces April 2016 KPI Results for Americas Region


May 27, 2016 – HONG KONGMOL Liner Ltd. announces the April 2016 results of Regional Key Performance Indicators (KPI) in the Americas in the following categories:  customer service, and electronic data interchange (EDI). The results are available on a monthly basis and posted in greater detail at www.CountOnMOL.com. The results of the Shipment Management Center Customer Commitments are included.

 

April 2016 Regional Key Performance Indicators (KPI)

KPI

TARGET

FEBRUARY

2016

MARCH

2016

APRIL

2016

Lost call percentage

 

Less than 2%

 

0.42%

 

 

0.35%

 

 

1.84%

 

Less Waiting

Average telephone wait time

 

Less than 90 seconds*

10 seconds

11 seconds

10 seconds

The Two Hour Booking

Average booking turn time

95% within 2 hours

93%

77%

52%

The Prompt Response

Email response time

95% within 4 hours

98%

91%

91%

Service Recovery**

Ticket Turn Time

70% within 48 hours

75%

81%

71%

The 24 Hour Quote

Rate quotation speed

85% within 24 hours

85%

87%

92%

Asia to U.S. Documentation Accuracy

99.50%

99.00%

99.33%

99.41%

U.S. Export Documentation Accuracy

99.50%

99.13%

99.07%

99.22%

U.S. Export B/L Documentation

Completion Rate

 

98% Complete 24 Hours After Vessel ATD

 

99.76%

 

99.65%

 

99.60%

The 24 Hour B/L

U.S. Export B/L Documentation Completion Rate

95% completed 24 hours after receipt of shipping instructions

99%

99%

98%

EDI Message Processing

Without Failure

95%***

96.2%

95.4%

95.9%

EDI Uptime

 

99%

99.0%

99.2%

99.0%

Customer setup time

 

100% setup within 48 hours****

100%

100%

100%

Customer scorecard compliance

 

95%

95.0%

96.0%

95.6%

 

*The target was modified from 20 seconds to 120 seconds, effective with January 2015. It was again modified to 90 seconds, effective with September 2015 and the establishment of the Shipment Management Center Customer Commitments.

**This is a new service recovery KPI which measures the percentage of service recovery tickets that are resolved within 48 hours. It replaces the previous KPI that measured only the ticket assignment speed.

***The target has been increased from 90% to 95%, effective with January 2015.

****The target has been modified effective in January 2015. The target was previously ”within 72 hours”. It is now ”100% setup within 48 hours.” 

About MOL

Mitsui O.S.K. Lines, Ltd. (MOL) has the world’s largest ocean shipping fleet. Backed by experience and technologies developed over 132 years, MOL moves today’s global economy. MOL operates specialized bulk carriers for iron ore, coal, and woodchips; tankers that transport crude oil and LNG; car carriers; cruise ships; ferries and coastal liners; and containerships that deliver a variety of finished products as part of the largest and most diverse global network of liner and logistics services. MOL (America) Inc. is a wholly-owned subsidiary of MOL.

 

For more information, please contact MOL (America) Inc.:

Timothy Pajak

Manager, Corporate Communications
MOL (America) Inc.
Tel: 1-630-812-3844    Email: Timothy.Pajak@MOL-Liner.com

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