HONG KONG – MOL Liner Ltd. announces the November 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.
November 2016 Regional Key Performance Indicators (KPI)
KPI TARGET SEPTEMBER 2016 OCTOBER 2016 NOVEMBER 2016
Lost call percentage Less than 2% 3.90% 12.8% 12.7%
Less Waiting Average telephone wait time Less than 90 seconds* 12 seconds 16 seconds 168 seconds
The Two Hour Booking Average booking turn time 95% within 2 hours 51.00% 73.00% 73.00%
The Prompt Response Email response time 95% within 4 hours 90.00% 84.00% 85.00%
The 24 Hour Quote Rate quotation speed 85% within 24**** Hours 73.00% 63.00% 69.00%
Asia to U.S. Documentation Accuracy 99.50% 99.50% 99.34% 99.38%
U.S. Export Documentation Accuracy 99.50% 99.42% 99.02% 99.16%
U.S. Export B/L Documentation Completion Rate 98% Complete 24 Hours After Vessel ATD 99.59% 99.66% 99.74%
The 24 Hour B/L U.S. Export B/L Documentation Completion Rate 95% completed 24 hours after receipt of shipping instructions 92.00% 99.00% 99.00%
EDI Message Processing Without Failure 95%** 95.20% 96.10% 95.70%
EDI Uptime 99.00% 99.00% 99.10% 99.00%
Customer setup time 100% setup within 48 hours*** 100.00% 100.00% 100.00%
Customer scorecard compliance 95.00% 96.00% 95.20% 95.80%
*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.