News Release
Monday, 27 June 2016
MOL Liner Announces May 2016 KPI Results for Americas Region
June 27, 2016 – HONG KONG – MOL Liner Ltd. announces the May 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.
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May 2016 Regional Key Performance Indicators (KPI)
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KPI
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TARGET
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MARCH
2016
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APRIL
2016
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MAY
2016
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Lost call percentage
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Less than 2%
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0.35%
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1.84%
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2.90%
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Less Waiting
Average telephone wait time
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Less than 90 seconds*
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11 seconds
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10 seconds
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10 seconds
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The Two Hour Booking
Average booking turn time
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95% within 2 hours
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77%
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52%
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75%
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The Prompt Response
Email response time
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95% within 4 hours
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91%
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91%
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96%
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Service Recovery**
Ticket Turn Time
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70% within 48 hours
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81%
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71%
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91%
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The 24 Hour Quote
Rate quotation speed
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85% within 24 hours
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87%
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92%
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94%
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Asia to U.S. Documentation Accuracy
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99.50%
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99.33%
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99.41%
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99.14%
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U.S. Export Documentation Accuracy
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99.50%
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99.07%
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99.22%
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99.22%
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U.S. Export B/L Documentation
Completion Rate
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98% Complete 24 Hours After Vessel ATD
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99.65%
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99.60%
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99.60%
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The 24 Hour B/L
U.S. Export B/L Documentation Completion Rate
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95% completed 24 hours after receipt of shipping instructions
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99%
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98%
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97%
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EDI Message Processing
Without Failure
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95%***
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95.4%
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95.9%
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96.0%
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EDI Uptime
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99%
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99.2%
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99.0%
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99.3%
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Customer setup time
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100% setup within 48 hours****
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100%
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100%
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100%
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Customer scorecard compliance
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95%
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96.0%
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95.6%
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95.1%
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*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