MOL Liner Ltd. announces the December 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. The results of the Shipment Management Center Customer Commitments are included. December 2015 Regional Key Performance Indicators (KPI)
KPI
TARGET OCTOBER 2015 NOVEMBER 2015 DECEMBER 2015 In-Terminal Truck Turn Time
Less than 30 minutes for each: Jacksonville Los Angeles Oakland 15 min 60 min 37 min 16 min 51 min 36 min 16 min 45 min 31 min Lost call percentage
Less than 2% 2.74% 2.64% 0.40% Less Waiting
Average telephone wait time Less than 90 seconds* 39 seconds 35 seconds 11 seconds The Two Hour Booking
Average booking turn time 95% within 2 hours 86% 86% 91% The Prompt Response
Email response time 95% within 4 hours 92% 91% 96% Service Escalation
Ticket assignment speed 90% within 4 hours 93% 97% 100% The 24 Hour Quote
Rate quotation speed 85% within 24 hours 88% 86% 89% Asia to U.S. Documentation Accuracy
99.50% 99.41% 99.57% 99.65% U.S. Export Documentation Accuracy
99.50% 98.87% 99.24% 99.03% U.S. Export B/L Documentation
Completion Rate 98% Complete 24 Hours After Vessel ATD 99.60% 99.62% 99.64% The 24 Hour B/L
U.S. Export B/L Documentation Completion Rate 95% completed 24 hours after receipt of shipping instructions 99% 92% 99% EDI Message Processing
Without Failure 95%** 96.1% 95.7% 95.4% EDI Uptime
99% 99.0% 99.2% 99.1% Customer setup time
100% setup within 48 hours*** 100% 100% 100% Customer scorecard compliance
95% 95.0% 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.”