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% |
MOL Liner Announces December 2015 KPI Results for Americas Region
posted by AJOT | Feb 01 2016 at 07:01 AM | Liner Shipping
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)
*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.”