News Release

Thursday, 27 April 2017

MOL Liner Ltd. Announces March 2017 KPI Results for Americas Region


April 27, 2017 – Hong Kong – MOL Liner Ltd. announces the March 2017 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.

 

March 2017 Regional Key Performance Indicators (KPI)

KPI

TARGET

January

2017

February

2017

March

2017

Lost call percentage

Less than 2%

5.5%

8.5%

3.6%

Less Waiting

Average telephone wait time

Less than 90 seconds*

151 seconds

248 seconds

179 seconds

The Two Hour Booking

Average booking turn time

95% within 2 hours

86%

68%

66%

The One Hour Booking

eBooking Turn Time

85% within 1 hour

74%

71%

59%

The Prompt Response

Email response time

95% within 4 hours

87%

84%

88%

The 24 Hour Quote

Rate quotation speed

85% within 24**** Hours

71%

73%

68%

Asia to U.S. Documentation Accuracy

99.50%

99.00%

99.47%

99.41%

U.S. Export Documentation Accuracy

99.50%

98.90%

98.37%

98.49%

U.S. Export B/L Documentation Completion Rate

98% Complete 24 Hours After Vessel ATD

99.81%

99.37%

99.25%

The 24 Hour B/L

U.S. Export B/L Documentation

Completion Rate

95% completed 24 hours after receipt of shipping instructions

99%

99%

99%

EDI Message Processing

Without Failure

95%**

95.2%

95.1%

95.1%

EDI Uptime

99%

99.3%

99.6%

99.5%

Customer setup time

100% setup within 48 hours***

100%

100%

100%

Customer scorecard compliance

95%

96.0%

95.8%

95.1%

 

*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 133 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