News Release

Wednesday, 15 February 2017

MOL Liner Announces December 2016 KPI Results for Americas Region


February 15, 2017 – HONG KONGMOL Liner Ltd. announces the December 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.

 

December 2016 Regional Key Performance Indicators (KPI)

KPI

TARGET

OCTOBER

2016

NOVEMBER

2016

DECEMBER

2016

Lost call percentage

 

Less than 2%

 

12.8%

 

 

12.7%

 

 

5.5%

 

Less Waiting

Average telephone wait time

 

Less than 90 seconds*

16 seconds

168 seconds

151 seconds

The Two Hour Booking

Average booking turn time

95% within 2 hours

73%

73%

85%

The One Hour Booking

eBooking Turn Time

85% within 1 hour

 

 

71%

The Prompt Response

Email response time

95% within 4 hours

84%

85%

87%

The 24 Hour Quote

Rate quotation speed

85% within 24****

Hours

63%

69%

71%

Asia to U.S. Documentation Accuracy

99.50%

99.34%

99.38%

99.34%

U.S. Export Documentation Accuracy

99.50%

99.02%

99.16%

99.07%

U.S. Export B/L Documentation

Completion Rate

 

98% Complete 24 Hours After Vessel ATD

 

99.66%

 

99.74%

 

99.59%

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%**

96.1%

95.7%

95.8%

EDI Uptime

 

99%

99.1%

99.0%

99.5%

Customer setup time

 

100% setup within 48 hours***

100%

100%

100%

Customer scorecard compliance

 

95%

95.2%

95.8%

95.3%

 

*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.

**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.”

****The target has been modified from 85% within 24 business hours to 85% within 24 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 Liner Ltd.:

Timothy Pajak

Director, Global Marketing & Communications
MOL Liner Ltd.
Tel: 1-630-812-3844    Email: Timothy.Pajak@MOL-Liner.com

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