HONG KONG - MOL Liner Ltd. announces the April 2015 results of Regional Key Performance Indicators (KPI) in the Americas in the following categories: operations, customer service, and electronic data interchange (EDI). The results are available on a monthly basis and posted in greater detail at www.CountOnMOL.com.
April 2015 Regional Key Performance Indicators (KPI)
KPI TARGET FEBRUARY 2015 MARCH 2015 APRIL 2015
In-Terminal Truck Turn Time Less than 30 minutes for each: Jacksonville Los Angeles Oakland 16 min 43 min 29 min 18 min 45 min 33 min 17 min 44 min 32 min
Lost call percentage Less than 2% 10.74% 12.76% 3.63%
Average telephone wait time Less than 120 seconds* 146 seconds 197 seconds 88 seconds
Asia to U.S. Documentation Accuracy 99.50% 99.34% 99.50% 99.61%
U.S. Export Documentation Accuracy 99.50% 98.21% 98.58% 98.10%
U.S. Export B/L Documentation Completion Rate 98% Complete 24 Hours After Vessel ETD 99.64% 99.53% 99.47%
EDI Message Processing Without Failure 95%** 96.1% 95.4% 96.1%
EDI Uptime 99% 99.0% 99.1% 99.0%
Customer setup time 100% setup within 48 hours*** 100% 100% 100%
Customer scorecard compliance 95% 95.8% 95.1% 95.8%
*The target was modified from 20 seconds to 120 seconds, effective with January 2015. **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.”